- 20 Aug 2025
- 18 Minutes to read
- Print
- PDF
New Knowledge Record
- Updated on 20 Aug 2025
- 18 Minutes to read
- Print
- PDF
You can add new Knowledge Records (KRs) to the Knowledge Base that are useful to the other Analysts and the End Users. After a KR is approved and published, the End Users or other Analysts can see the KR, which pops up as a suggestion to them if they come across similar issues. You can also create KRs using the resolved Incidents (see: Viewing and Updating Incident Details of Incident Management).
Now, while creating a Knowledge Record, you have another option to store the uploaded attachments on the Microsoft Azure Blob Storage rather than local web server. Using MS Azure Blob Storage mechanism, even the large files (more than 8 MB) can be uploaded as an attachment, which is the limitation while using the local web server. It will allow you to upload and store the large attachments such as Training Vides, Project Reports or Logs of Server on MS Azure Blob Storage.
Note
For Public KB articles the attachments on blob will not be supported.
To add new KRs, perform the following steps:
Navigate Knowledge > User > New Knowledge Record.
The New Knowledge Record page is displayed.
Figure: New Knowledge RecordOn the NEW KNOWLEDGE RECORD page, select the Department and Workgroup for which you want to create the KR. Type in the details for the other required fields under the General, Additional Information, and Access tab. For more information about the fields under these tabs on the New Knowledge Record page.
Click Submit . A new KR is created.
Note
The KR needs to be authorized, approved and published so that it is available to the End Users or Analysts.
To save KR as Draft, perform the following steps:
Follow Step 1 and Step 2 of /wiki/spaces/ELSP3i/pages/19839699.
Click Save Draft to save the Knowledge Record in Draft status. You can also edit or update the existing information of KR in Draft status later.
You can view the list of KRs in Draft status by clicking SHOW LIST on the ACTIONS panel.
Note
You can also send the Knowledge Records in Draft status for review to the reviewers before submitting the KR for authorization.
To send KR for review
Open a Draft KR
On the ACTIONS panel, click REVIEW.
image 2.png
Select Open For Review check box.
Specify the Review End Date and Reviewers.
Click SAVE DRAFT.
Field Description
The following table describes the fields on the New Knowledge Record page:
Field | Description |
---|---|
Department | Lists the Tenant/Customer name. Select an option from the list.
|
Workgroup | Lists the Tenant/Customer name. Select an option from the list. |
Life Cycle Status | Displays the Life Cycle Status values configured for a KR's life cycle. This value is displayed based on the KR life cycle stage. When the KR page is opened for creating a KR, you can see Life Cycle Status as None. The Life Cycle Status value is a read-only field. The value displayed in this field is based on the Status value. |
Status | The Status is displayed based on the KR's progressive stage. When the KR page is opened for creating a KR, you can see the Status value as New. After the KR is created, you can see the Status value as Submitted. After the Workgroup Owner authorizes the KR, the Status is changed to Authorized. The Workgroup Owner can select the Status option as Not-Authorized to reject a KR. The Status displays the following options after the approval of KR by the configured Approver. For more information about configuring KR Approvers, see /wiki/spaces/ELSP3i/pages/19840131. Approved: The KR Approver has approved the KR. Rejected: The KR Approver has rejected the KR. Published: The KR Approver has published the KR. Retired: This options is displayed only after the KR is retired and no more available to the End Users and Analysts. |
General
You can provide the general information about the KR under the General tab
Figure: General tab
The following table describes the fields under the General tab:
Field | Description |
---|---|
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. Example Consider the total size limit for multiple attachments is 4MB. You need to attach the files Image1, Image2 and Image3 at the same time. As shown in the following sample screenshot, you can attach 3 files (Image1 - 1015 KB, Image2 - 1015 KB and Image3 - 1703 KB) at the same time. image2022-10-7_16-37-54.png Figure: Multiple Attachments 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. Config Keys The below config key is required to be added to the Web.config file. <add key="All:MaxAttachmentSize" value="4" /> The following table describes the Key and Value description for the above Web.config configuration. All:MaxAttachmentSize Specify the maximum Attachment size limit in MB while attaching multiple files. For Example: If All:MaxAttachmentSize is mentioned as 4 then the total file size of all the attachments per upload should not exceed 4 MB. System will not upload and attach any files further if the total file size exceeds the defined maximum size. Example Consider the maximum size for Attachment field is defined as 4MB. You have to attach the following set of files with the below mentioned file sizes. Image1 - 519 KB Image2 - 1561 KB Image3 - 1703 KB As the total file size for the above-mentioned 3 attachments is 3783 KB which is less than 4 MB, all of the above files will get uploaded and attached successfully. Now, you have to attach the following set of files with the below mentioned file sizes. Image1 - 519 KB Image2 - 1561 KB Image3 - 2184 KB As the total file size for the above-mentioned 3 attachments is 4264 KB which is more than 4 MB, all of the above files will not be uploaded and attached successfully. The system displays the following message. image2022-10-7_16-52-10.png You can attach multiple set of attachments with defined maximum size multiple times. Example If the attachment limit is 4MB, you can upload a set of files with altogether size of 4MB or a single file of size 4MB, multiple times in the Attachment field. As shown in the below screenshot, attach the following set of files with the below mentioned file sizes. Image1 - 519 KB Image2 - 1561 KB Image3 - 1703 KB PPT - 217 KB image2022-10-7_16-56-58.png As the total file size for the above-mentioned 4 attachments is 4MB, all of the above files will get uploaded and attached successfully. Now, again attach another file named Document 1 with file size of 4MB. image2022-10-7_16-59-58.png As the total file size for the single file is 4MB, it will also get uploaded and attached successfully. Now the total uploaded file size is 8MB which is possible. Files with same name can be attached multiple times. A sample screenshot is shown below: Screenshot image2022-11-7_16-53-34.png Figure: Attachment with similar names As shown in the above screenshot, Image1 is attached twice at the same time. Table Format You can view the multiple attachments details in a tabular format. A sample screenshot is shown below: Screenshot image2022-11-7_16-47-14.png Figure: Multiple Attachments Table The following file details are mentioned in a tabular format for multiple files attachments. File Name Displays the name of the file which is attached. Attachment Date Displays the date on which the file was attached. Remove Select the Remove check box to delete the attachment. Note The Remove check box is visible only if the Delete Attachments > (Enable for Analyst and Enable for Requestor) configuration is enabled at Tenant level. Screenshot image2022-9-13_15-9-21.png Figure: Tenant Configuration Remove an Attachment Perform the following steps to remove an attachment. Select the Remove check box adjacent to the file which you want to delete. Click Submit on the page. 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. Config Keys 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). Screenshot image2022-2-17_16-26-3.png Figure: Progress Bar - Uploading image2022-2-17_16-28-48.png Figure: Progress Bar - Successfully Uploaded image2022-2-17_16-33-24.png Figure: File Uploaded 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.
|
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. |
You can also click Browse to choose an appropriate file to attach as a reference material for the KR.
Note:
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.
Example
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.
Config Keys
System will not upload and attach any files further if the total file size exceeds the defined maximum size.
Example
You can attach multiple set of attachments with defined maximum size multiple times.
Example
Files with same name can be attached multiple times. A sample screenshot is shown below:
Screenshot
Table Format
You can view the multiple attachments details in a tabular format. A sample screenshot is shown below:
Screenshot
The following file details are mentioned in a tabular format for multiple files attachments.
File Name Displays the name of the file which is attached.
Attachment Date Displays the date on which the file was attached.
Remove
Select the Remove check box to delete the attachment.
Note
The Remove check box is visible only if the Delete Attachments > (Enable for Analyst and Enable for Requestor) configuration is enabled at Tenant level.
Screenshot
Remove an Attachment
Perform the following steps to remove an attachment.
Select the Remove check box adjacent to the file which you want to delete.
Click Submit on the page.
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.
Config Keys
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).
Screenshot
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.
Refer Screenshot
image 9.png icon
Click this icon to preview the multimedia content in new pop-up.
See Screenshot
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 Application
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.
ADDITIONAL INFORMATION Tab
You can provide the attribute responses and additional questions related to KR under the ADDITIONAL INFORMATION tab.
ADDITIONAL INFORMATION Tab
Figure: ADDITIONAL INFORMATION Tab
RELATIONSHIP Tab
You can link related Incidents, Change Records, Problem Records, CIs, Service Requests, Events, and so on, to the KR using the Link list under the RELATIONSHIP tab. You can also remove the relationships using the De-link button.
RELATIONSHIP Tab
Figure: RELATIONSHIP Tab
ACCESS Tab
image2020-7-29_18-6-3.png
Figure: ACCESS Tab
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
End User A
No
Software
Hardware
NA
Author for
Software
Hardware
Software
Hardware
All KA created by End User A
KA created by other authors for
Software
Hardware
Analyst B
Yes
NA
Support
Help Desk
NA
Note: By default, persona will have access for all the workgroups since persona is an Analysts
Support
Help Desk
All KA created by Analyst B
KA created by other authors for
Support
Help Desk
Analyst C
Yes
Hospitality
HR
Software
Hardware
NA
Note: By default, persona will have access for all the workgroups since persona is an Analysts
Also, persona is exclusive author for Software and Hardware workgroups
Hospitality
HR
Software
Hardware
Only KA created by Analyst C
KA created by other authors for
Hospitality
HR
Software
Hardware
Note: This restricts to analysts based on the workgroup only if the Tenant level configuration is enabled, if not enabled it functions as current way with no changes in the KA list view.
Incident Details page - Knowledge base is visible in the Action panel to Analysts only if they have access.
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.
ACTIONS
This section explains all the icons displayed on the ACTIONS panel of the NEW KNOWLEDGE RECORD page.
SHOW LIST
Click SHOW LIST to display the KNOWLEDGE RECORD LIST page showing all the available KRs (see:/wiki/spaces/ELSP3i/pages/19839666).