New Knowledge Record

Classification

Select a Classification to which you want to associate the KR. You can also click the Search icon to search for a Classification.

Category

Select a Category to which you want to associate the KR. You can also click the Search icon to search for a Category.

Owner

Type in the name of the Owner. The Owner can update the details of the KR added.

Expiry Date

Specify the expiry date for the KR that you are adding. Click the Calendar icon to select an appropriate expiry date for the KR. After the specified expiry date, the KR is not available to the End Users and Analysts.

KR expiry alert notifications are sent to the Workgroup Owners. If the Workgroup is not selected, you need to manually specify the Owner. If the Workgroup is selected, the configured Owner for the respective Workgroup is auto-populated.

Attachments

Specify the reference file path to add additional reference materials. You can also click Browse to choose an appropriate file to attach as a reference material for the KR.

Note

You can delete the Attachment only when the Life Cycle Status of the KB is Maintenance.

Multiple Files Attachment

You can select and attach multiple files at once. Select one file, press and hold the Ctrl key to select the other attachments.

Avoid monotonous iterations to attach multiple files and attach them at one shot.

However, the total file size of all the attachments per upload should not exceed the configured limit in webconfig file. This file size limit is customizable.

System will not upload and attach any files further if the total file size exceeds the defined maximum size.

You can attach multiple set of attachments with defined maximum size multiple times.

Files with same name can be attached multiple times. A sample screenshot is shown below:

Table Format

You can view the multiple attachments details in a tabular format. A sample screenshot is shown below:

The following file details are mentioned in a tabular format for multiple files attachments.

The attachment file can be uploaded and stored on either local web server or MS Azure Blob Storage.

Blob Storage file upload will allow you to upload the large files (more than 8 MB) also apart from the small files using Blob Storage. These files will be stored on the Microsoft Azure Blob Storage instead of local web server.

Prerequisites:

• Ensure you have pre-existing hosting premises on Microsoft Azure, as this feature is supported on Software as a service (SaaS) implementation only.

• Create a Blob Storage Account. For more information on requirements, click here.

• Manage the storage account access key. For more information, click here.

Blob Storage File Upload

To initiate the file upload using Blob Storage, new Config keys are required to be added in Web.config/app.config file.

Note

• The Submit button will be disabled till the file upload is completed.

• The green progress bar will be displayed with percentage completion of the file upload as shown in the following screenshots to upload a large file (Hit-Check.mp4).

Once you click on the uploaded file, it will open in another tab with Blob Storage URL. You can download the attached file from Blob Storage URL by clicking the download icon. This Blob Storage URL will get expire as per configuration done for "SASToken:expireTimeInMintusForUrl" key in Web.config file.

Reason for KR

Specify the reason for creating the KR.

Note

You can edit this field only when the Life Cycle Status of the KB is Maintenance.

Question

Specify a problem statement or query. When you are typing information in this text box, a validation takes place to ensure that no duplicate KRs are created in the Knowledge Base.

Video Iframe URL

Type in the video Iframe URL. Follow the listed down steps to copy the URL from iframe tag:

Use the site (example:  YouTube) to find the video you want.

Click the Share button below the video.

Click the Embed button next to the link .

Copy the iframe source code given and paste it into the Video Iframe URL field of NEW KNOWLEDGE RECORD page.

Icon

Click this icon to preview the multimedia content in new pop-up.

Answer

Specify the solution details or resolution steps for the problem. This field is a Rich Text Editor, which allows the user to do various formatting, such as font and size, text color, background color, alignment, indent, etc.

Keywords

Specify one or more comma separated keywords related to the KR. These keywords are used internally by the application to display the KR while the End User or Analyst is raising an Incident. If for an incident, the End User type in a problem statement in the Description text box and if that text is matching to a specific KR’s keywords, the respective KRs are displayed on the LOG NEW INCIDENT page.

Image

Upload an image for the KR.

Image Label

Specify a name for the uploaded image for the KR.

Add KR To Service Catalog

Select this check box to add the KR to the Service Catalogs. If selected, all the Service Catalogs are listed in the tree view. Select the check box corresponding to the Service Catalog for which you want to add the KR. While logging Service Requests under this Service Catalog, the users will find this KR (see: Logging Service Requests and Logging Service Requests for Users of Service Request Management.

Note

Right-click on any one of the Service Catalog and select Set As Mandatory option to make the KR mandatory for the selected Service Catalog.

Self-Help Article

Select this check box  to configure a Knowledge Record as Self-Help Article. This helps CINDE (see: SummitAI for ITSM Online Help) while fetching the Knowledge Records based on End Users' queries and displays the Self-Help articles on top of the list. This helps the End Users to resolve their queries by themselves. By default, the Self-Help Article check box is selected.

Public Article

If selected, the Knowledge Record can be shared with the users who do not have access to the SummitAI application.

Note

The Public Articles open up in a new tab on your browser instead of a pop-up page within the Applicatio

Version Number

Displays the version number of the knowledge record.

Active

Indicates the status of the KR.

• If selected, the KR is available to be displayed in the KR list.

• If not selected, the KR is not available to be displayed in the KR list.

Important Record

Select this check box to mark the record as an important Knowledge Record. For example: The record can be marked important because of the information that it carries.

Restricted to Analysts

Select the check box when you want the KR to be displayed only to the Analysts.

Introduced New “Restrict Knowledge Record list view as per workgroup access” option in the tenant level configuration

If “Restrict Knowledge Record list view as per workgroup access” option is enabled, then the functionality works as follows:

You can restrict KA access for Analysts based on the workgroup on the Knowledge Record page. For more information, see /wiki/spaces/ELSP3i/pages/19840235.

Earlier, by default, the “Restricted to Analyst” option restricts the Knowledge Articles to all the analysts. There was no control of limiting KAs to specific analysts. For example, if the end user has analyst access they will be able to view all the Knowledge Articles.  

You can restrict the KA to the analysts based on workgroup and by selecting the “Restricted to Analyst” checkbox option. The Knowledge Articles are now accessible to Analysts based on the Workgroup they belong to. Analysts can view the Knowledge Articles only if they have access to that Workgroup.  

To achieve this, new option is introduced in “Access” Tab of the Knowledge Article page. For more information, see the following screens.

You can publish the KR for Analysts based on the workgroup on the Knowledge Record page. A new ‘Workgroup’ option is introduced under the “Restricted to Analysts” option.

If you enable “Restricted to Analysts” option, the Customers and Locations options are hidden, and you can view the Workgroup option. You can select the workgroup to provide access to the Analysts for KRs, as shown in following screens.

Earlier if “Restricted to Analysts” option unchecked:

image2022-2-28_13-51-6.png

Figure: KA page – Workgroup Selection

If “Restricted to Analysts” option is selected:

image2022-2-28_13-51-53.png

By default, the ‘All’ workgroup option is selected in the ‘Selected workgroup.’ You can choose the workgroup as per your requirement.

If "All" is removed from the selected workgroup, and the user chooses the Workgroup from the ‘Available Workgroup’ of the New Knowledge Record page, it is displayed in the ‘Selected Workgroup.’

Note: It is mandatory to select the Workgroup. In any case, it should not be empty.

The Workgroups belonging to Tenant/Department are displayed in the ‘Available workgroup.’ The selected workgroups are displayed in the ‘Selected workgroup.’

Example

If the selected Tenant is Information Technology, the workgroups belonging to the chosen tenant are displayed in the ‘Available workgroup’ as follows:

ALL

Hardware

Software  

To configure the workgroup:

Select the workgroup from the Available Workgroup.

Use the right arrow > to move the selected workgroup to the Selected Workgroup.  

The selected workgroups are displayed in the Workgroup field in the right panel of the Knowledge Record page.

Note:

E-mail notification on Knowledge Articles access is sent to the analysts based on the following:

Sends to selected workgroup analysts.

If “All” workgroups selected sends to all workgroup analysts.

If Software and Hardware workgroup selected, sends to only selected workgroup analysts.

If 2 workgroups are selected and analyst belongs to both the workgroups, the notification sent to analyst only once.

Restriction to Knowledge Articles is applicable in the following pages:

Service Portal / End User Dashboard – if you specify the keywords in search option, the auto prompt suggestion is visible only for the analyst who has access to KA. For users, the suggestions don’t prompt.

New Incident page (KA Auto suggestions) - When the analyst types a symptom, the KR suggestions are displayed to the logged-in analysts based on the workgroup access.

image2022-2-28_13-55-34.png

Knowledge Dashboard page – the list of KA is displayed based on the workgroup access of analysts.

Knowledge Article List page.

The following table depicts the Persona and workgroup based access to KAs, considering the following as workgroups in the table:

Software

Hardware

Support

Help Desk

Hospitality

HR

Customers

To control the access of KRs based on the Customers, you can associate a KR to a specific set of Customers.

To associate a KR to a set of Customers, select the Customers you want to associate to a KR from the Available Customers list and click image 10.pngto move to the Selected Customers to list.

To remove any Customers from the Selected Customers to list, select the Customers and click image 11.png.

Locations

To control the access of KRs based on the Location, you can associate a KR to a specific set of Locations.

To associate a KR to a set of Locations, Select Specific Locations option from Locations drop-down list. Search and Select the required locations.

image2020-7-29_18-24-34.png

To associate a KR to all Locations, Select All Locations option from Locations drop-down list.

Restricted to Distribution List

Select the check box and group from the drop-down list to restrict the KB for selected user group.