Working with Knowledge Documents

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HID_Work_with_Knowledge_Document
This article contains the following topics:
Work with Knowledge Categories
You can view the Knowledge Categories and folders that contain knowledge documents and knowledge tree documents from the Knowledge Tree. Each document resides in a primary category and may also be linked to other related categories.
To view the Knowledge Categories
  1. Click the Knowledge Tab.
    The Knowledge Tree content appears.
  2. Click Top.
    The Knowledge Categories tree displays the folders that contain documents.
You can perform the following tasks in Knowledge Categories:
  • Find categories and documents with the Advanced Search/Filter
  • Create a knowledge document within a category
  • Create a knowledge tree document within a category
  • Create a knowledge file within a category
  • Add or modify a category, and delete one or more categories (available in category view)
  • Cut, copy, or paste a category (available in category view)
  • Refresh the Document List
  • Edit document properties in the document list
  • Use preferences to select document attributes that appear in the document list
You can perform these tasks using the commands on the File and View menus, or the shortcut menu that displays when you right-click a category.
View Unassigned Documents
Documents that are not yet assigned to users are stored in the Unassigned queue on the scoreboard.
If multi-tenancy is installed, the list page displays Tenant and Public Data settings in the search filter. Public Data can be Excluded or Included with Tenant data; Only searches for public objects exclusively. On detail pages, select the appropriate tenant from the list. If you select <empty>, the object is public.
Follow these steps:
  1. On the Service Desk tab, browse to Knowledge Documents, Unassigned.
    The Document List page displayed the documents that are unassigned.
  2. (Optional) Right-click the title to edit the document.
View Inbox or Group Inbox
When a document is created or updated, it is placed in the Inbox of the owner. Items that appear in an Inbox require the attention of the user as part of the publishing process. Until they are published, items in the Inbox will not appear as resolutions and are not added to the knowledge base. You must regularly monitor your Inbox to check for new documents.
You can view summary information for the documents that are contained in your Inbox or Group Inbox on the Document List page.
If multi-tenancy is installed, the list page displays Tenant and Public Data settings in the search filter. Public Data can be Excluded or Included with Tenant data; Only searches for public objects exclusively. On detail pages, select the appropriate tenant from the list. If you select <empty>, the object is public.
Follow these steps:
  1. On the Service Desk tab, browse to Knowledge Documents, Inbox, or Group Inbox.
    The Document List page displays the documents in the inbox.
  2. (Optional) Right-click the title to edit a document.
  3. All users with full permission to the document can edit the document. The current owner has full permissions to the document but may not have explicit write permissions. Only the owner can change the owner of the document (on the Attributes tab).
View Follow-Up Comments
You can view summary information for your follow-up comments on the Comment List page.
If multi-tenancy is installed, the list page displays Tenant and Public Data settings in the search filter. Public Data can be Excluded or Included with Tenant data; Only searches for public objects exclusively. On detail pages, select the appropriate tenant from the list. If you select <empty>, the object is public.
Follow these steps:
  1. On the Service Desk tab, browse to Knowledge Documents, Follow-Up Comments.
  2. Do
    one
    of the following actions:
    • Expand the My Follow-Up Comments folder to reveal nested folders for your assigned Open and Closed items.
    • Expand the All Follow-Up Comments folder to reveal the nested folders.
  3. Select the folder for the comments you want to see.
    The Comment List page appears. This page contains the following columns:
    • Comment Type
      Identifies the type of comment that is used to flag a document for correction, promotion, or retirement.
    • Date Logged
      Identifies the date on which the comment was logged in the system.
    • Status
      Indicates whether the comment is active or inactive.
    • Target Date
      Identifies the date by which the comment must be followed-up on.
    • Contacts
      The contact who received the follow-up comment.
  4. (Optional) Click Show Filter and complete one or more of the fields to specify search criteria that restrict the list to the comments of interest.
  5. Click Search.
The Comment List page displays summaries of the comments that match your search criteria.
  1. (Optional) Click the Edit in List button to display some additional fields that can be associated with a comment.
    • Assignee
      The name of the person that is assigned to handle the comment. Enter the name of the person directly, or click the search icon to search for the name.
    • Target Date
      Identifies the date by which the comment must be followed-up on. Enter the target date directly, or click the calendar icon to specify a target date.
    • Status
      Indicates whether the comment is active or inactive.
    • Reply
      Allows you to enter more information.
  2. (Optional) Click the More link to display the Additional Search Arguments field.
Publish Knowledge Documents
When you are ready to add a document to the knowledge base, you can publish it from the Update Knowledge Document page. Analysts can publish documents when they are at the last stage of the approval process. Administrators can publish documents at any stage of the approval process.
Follow these steps:
  1. Open the document for editing.
    The Update Document page appears.
  2. Click Publish.
    The Publish Document page appears.
  3. Complete the following fields as appropriate:
    • Owner
    (Required) Defines the name of the contact that is assigned to maintain the document. Enter the name of the contact in "last name, first name" format or click the magnifier to open the Contact Search dialog so you can search for a contact.
    • Comment
    (Optional) Enter a brief comment about the document.
  4. Click OK.
    The published document is added to the knowledge base.
Create Rework Versions
If you have full (read/write) permissions to edit documents, you can create a
Rework-Draft
version of a published knowledge document while the document is online and available to users.
A rework version starts as a copy of the document that is replaced in the knowledge base after it is verified and republished.
Follow these steps:
  1. From the Document List page, right-click the title of the document to edit, then select Edit from the shortcut menu.
    The Update Knowledge Document page appears.
  2. (Optional) Complete the various tabs as appropriate.
  3. Click Rework.
    A page opens displaying the list of approved document tasks from which you can select tasks to start with (if you are permitted to do so). By default, a built-in approval process template allows you to create a document.
  4. Select the appropriate task from the list.
    The Create Rework Version page appears.
  5. Complete the appropriate fields:
    • Document Title
      Displays the published document name.
    • Document Status
      Displays the status of the record (published).
    • Keep Published Version Available
      Specify whether or not to keep the original published version available to all users.
      Default
      : Available
    • KD Approval Task
      Displays the workflow tasks that you are able to perform if you have permission to do so.
    Note:
    You can cancel the rework version and can add comments about why you want to cancel the rework version.
  6. (Optional) Select the Assignee link to assign this rework version to another person or group for review or follow-up. Once saved, the rework version appears in their Inbox.
    If
    Keep Published Version Available
    is checked in the
    Create Rework Version
    form, it does not copy the assignee value to the rework document. If
    Keep Published Version Available
    is unchecked, it copies the assignee value to the rework document.
  7. (Optional) Enter information about this document in the Comment field.
  8. Click Save.
    The Update Document page appears.
  9. Click Save.
    The
    rework-draft
    version appears in your Knowledge Documents Inbox on scoreboard. To display this page, select the Service Desk tab, then Knowledge Documents, Inbox.
Save Versions
You can create a draft version of a document for backup. The Save Version option is available for draft documents and rework versions that have not yet been published.
Follow these steps:
  1. On the Document List page, open a draft document to edit, and select Edit from the shortcut menu.
    The Update Document page appears.
  2. Complete or change the fields on the various tabs as appropriate.
  3. Click Save Version.
    The Create New Version page appears.
  4. (Required) Add a comment in the Comment field.
  5. Click Save.
    The draft version displays on the Versions tab.
Rollback to a Previous Version
If there is a problem with the current version, you can roll back to a previous version of a published document.
Before you begin, consider the following factors:
  • When performing a rollback of a published document, the earlier version appears in the document list as a new
    rework-draft
    document, which must be re-published in order to replace the currently published document.
  • When performing a rollback of a draft document, the content of the current document is replaced with the content of the earlier version. The document remains in draft status until it is published.
Follow these steps:
  1. From the Documents List page, right-click the published document to edit, then select Edit from the short-cut menu.
    The Update Knowledge Document page appears.
  2. Click the Versions tab.
    The Versions List appears.
  3. In the Version Number column, click the version number link.
    The Save Version page appears.
  4. Click Rollback.
    The document rolls back to the previous version. If the document is published, a rework version of the document is started.
Retire a Knowledge Document
A knowledge document can be retired after it reaches an expiration date, or if the product removes it from the knowledge base. A privileged user can retire or rework a knowledge document manually.
Follow these steps:
  1. Open the document for editing.
  2. Click Retire.
    The Retire Knowledge Document page appears.
  3. Enter a comment about why you want to retire the document.
    For example, the knowledge document described a workaround task that no longer applies to your organization.
  4. Click Save.
    The document is retired.
Unretire Knowledge Documents
When a published document reaches its expiration date, the product typically retires it. A retired document is removed from the knowledge base and the approval process). A system administrator or a user with full permissions can unretire or republish the document to return it to the approval process and the knowledge base.
Follow these steps:
  1. Open the document for editing.
  2. Click Unretire.
    The Unretire Document page appears.
  3. Do
    one
    of the following, as appropriate:
    • If you are a system administrator, you can republish the document. To do so, click Publish this Document. A confirmation message appears.
    • If you are a system administrator and there are multiple approval process tasks to which the document might revert, you can choose the task to which to assign the document, choose an assignee, and (optionally) enter a comment:
      • Click the name of a previous task to which to assign the unretired document. The Unretire Document page refreshes.
      • Select the name of a contact to assign as the owner for the document from the Assignee list.
      • (Optional) Enter a brief comment in the Comment box.
      • Click OK. A confirmation message displays.
    • If you are a knowledge administrator or analyst, you can choose an assignee for the task and (optionally) enter a comment:
      • Select the name of a contact to assign as the owner for the document from the Assignee list.
      • (Optional) Enter a brief comment in the Comment box.
      • Click OK. A confirmation message displays.
  4. Click OK.
    The product assigns the document to the specified task and owner and returns the document to the knowledge base and the workflow.
Document Search Fields
If multi-tenancy is installed, the list page displays Tenant and Public Data settings in the search filter. Public Data can be Excluded or Included with Tenant data; Only searches for public objects exclusively. On detail pages, select the appropriate tenant from the list. If you select <empty>, the object is public.
  • Keywords for Advanced Search
    Specifies the keywords (separated with comma or space) to use for the search in the Search field. The search result displays the keyword with the document frequency. This means the search result displays all the occurrences of the document names with that keyword. For example, in the following screenshot, we searched for a knowledge document associated with a CI and used the keyword as "updated". The search result shows updated(29), but does not display any document associated with this CI. This search result is correct. It means that 29 documents in the knowledge base contains the word "updated", but none are associated with the CI.
    Knowledge Management search.PNG
  • Search In
    Specifies in which fields to search for specified keywords. When you click Search, the product returns only items that contain the specified keywords in the fields that are specified by the selected
    Search In
    check boxes.
    The check boxes only display when Keyword Search is the selected search type. If you select Natural Language Search from the Search Type list, the Search In check boxes do not display and the product only searches the Problem fields of documents.
  • Reset to my defaults
    Resets all filters to their default values. This option is only available for knowledge documents.
  • Set as my defaults
    Saves all filters and applies them as the default values. This option is only available for knowledge documents.
  • Search Type
    Specifies the type of search to perform. Select one of the following options:
    • Keyword Search
       
      Searches for the specified keywords in the Title, Summary, Problem, and Resolution fields of documents. Use the Search In check boxes to exclude one or more of these fields.
    • Natural Language Search
      Searches for the specified text only in the Problem fields. Natural Language Search (NLS) lets you perform a search using natural language, which compares the pattern of words that are contained in the query with the patterns of words that are contained in the Problem field of knowledge base documents.
      Default:
      Keyword Search
    Depending on how your administrator configured search capabilities, you may not have access to Keyword Search and Natural Language Search.
  • Match Type
    Specifies the method for text matching during the search. Select one of the following options:
    • Any of the Words (OR)
      Retrieves the matches for
      any
      of the specified words in a document.
    • All of the Words (AND)
      Retrieves the matches only when the product finds
      all
      the specified words in a document.
    • Exact Match
      Retrieves the matches for
      exactly
      the specified words in a document.
      Default:
      Any of the Words (OR)
    Match Type and Match preferences only set the default search criteria when you search in Knowledge Management. For example, you log in as an analyst and click the Knowledge tab of any ticket. Knowledge searches from within a ticket always default to Match Type=Any of the words (OR) and Match=Whole Words, regardless of your preference settings.
  • Match
    Specifies the method by which the product searches documents. Select one of the following options:
    • Whole words
      Retrieves only documents that contain the entire words entered.
    • Words beginning with...
       
      Retrieves the documents that contain the entire words entered or words that begin with the words entered. For example, a search for the word "print" also returns documents containing the words "printer" or "printing."
      The Match list setting overrides the default set on the Preferences window and is only available when you specify keywords or phrases for which to search.
      Default:
      Whole words
  • Order by
    Specifies a criterion by which to sort search results. Select one of the following options:
    • Relevance
      Sorts documents by their relevance to the specified search criteria (expressed as EXCELLENT, GOOD, and so on). Documents with the highest relevance (EXCELLENT) are listed first.
    • FAQ Rating
       
      Sorts documents that are based on their FAQ rating, which considers how often the document is accessed, how helpful it has been to users, and its age. Documents with the highest FAQ ratings are listed first.
    • Hits
      Sorts documents by the number of times users have accessed them, with the most frequently accessed documents listed first. Hits may not be available for all record types. This field only displays for advanced searches on the Knowledge tab.
    • Solution Count
       
      Sorts documents by the number of issues or requests they have resolved, as reported by users. Documents with the highest solution counts are listed first. This field only displays for advanced searches on the Knowledge tab.
    • Modify Date
      Sorts the documents by the date on which they were last modified, with the most recently modified documents listed first.
  • Return only documents that solved tickets
    Returns the documents that have successfully resolved tickets.
  • User Defined ID/Created By/Submitter
    Define a user-defined ID or enter a name by which to filter documents retrieved. This field only displays for advanced searches of knowledge documents and free text content.
  • Product
    Defines a product by which to filter documents retrieved. Enter the name of the product in the box, or click  BSVC_r12.1--Ad -- Create New Assignee window  to open the Product Search window so you can search for and can select one. When you click Search, the product returns only documents that are associated with the specified product.
  • Configuration Item
    Defines the name of an asset (hardware, software, or service) by which to filter documents retrieved. Enter the name of the asset in the box, or click  BSVC_r12.1--Ad -- Create New Assignee window  to open the Configuration Item Search window so you can search for and can select one. When you click Search, the product returns only documents that are associated with the specified asset.
  • Category
    Define a category by which to filter documents retrieved. Enter the name of the category in the box or click  BSVC_r12.1--Ad -- Create New Assignee window  to open the Category Search window. When you click Search, the product returns only documents that are associated with the specified category. Use the Remove and Clear Categories options as needed.
(Optional) Click the Click the Spigot icon to display the Additional Search Arguments field. More link to display the following additional fields:
  • Owner
    Defines the name (in "last name, first name" format) of the contact that is assigned to maintain the document. Enter the name of the contact in "last name, first name" format or click  BSVC_r12.1--Ad -- Create New Assignee window  to open the Contact Search dialog so you can locate and select a contact.
  • Author
    Defines the name (in "last name, first name" format) of the contact with responsibility for the document content. Enter the name of the contact in "last name, first name" format or click  BSVC_r12.1--Ad -- Create New Assignee window  to open the Contact Search dialog so you can locate and select a contact.
  • Subject Matter Expert
    Defines the name (in "last name, first name" format) of a contact with subject-matter expertise for the document. Enter the name of the contact in "last name, first name" format or click  BSVC_r12.1--Ad -- Create New Assignee window  to open the Contact Search dialog so you can locate and select a contact.
  • Document Type
    Specifies the type of document (knowledge document or knowledge tree document) to retrieve.
  • Approval Process Priority
    Specifies the level (emergency, high, low, normal) by which to filter approvals retrieved.
  • Root Cause
    Defines a root cause (that is, the core reason for opening the ticket) by which to filter documents retrieved. Possible root causes include Hardware Failure, Software Failure, and Network Cable. Enter the root cause in the box, or click the icon to open the Root Cause Selection window so you can search for and can select one. When you click Search, the product returns only documents that are associated with the specified root cause.
Priority/Severity/Impact/Urgency
Specifies the level (1, 2, 3, 4, 5, or None) by which to filter documents retrieved. When you leave <empty> as the field value, the product does not consider a level when filtering documents. When you click Search, the product returns only documents with the specified level.
You can click the More icon to display the Additional Search Arguments field. This field is intended only for expert users who understand SQL and Majic. You can enter a SQL WHERE clause in this field to specify an additional search argument.
Knowledge Advanced Search Fields
Depending on how your administrator configured the system for your role, you may not have access to all of the functionality described in this topic.
Knowledge Base 
Specifies the type of knowledge to retrieve. When you click Search, the search engine returns only documents of the specified type.
Select one of the following options:
Knowledge Documents
Returns only knowledge documents.
Forums 
Returns only user forum information.
Knowledge Documents and Forums
Returns all knowledge sources.
External Repositories
Returns unstructured knowledge from an external repository related to a problem or resolution.
Knowledge Search
Defines a space-delimited list of words or a phrase by which to filter documents retrieved. When you click Search, the product returns only documents that contain the specified keywords. Wildcard search text should contain at least two letters before a percent sign, for example, 'xy%'; leading percent as in '%xy' is prohibited. Words beginning with search text should contain more than one letter. One digit is allowed.
Search Only In category
Searches for documents only in the selected category and its subcategories. If you do not want to limit your search to the selected category and its subcategories, select the Search All Categories option instead. This field only displays on the Knowledge tab when you select a category other than TOP from the Category pane.
Search All Categories
Searches for documents in all categories and subcategories. If you want to limit your search to the category selected in the Category pane and its subcategories, select the Search Only In category option instead. This field only displays on the Knowledge tab when you select a category other than TOP from the Category pane.
Search In
Specifies the fields in which to search for specified keywords. When you click Search, the product returns only items that contain the specified keywords in the fields specified by the selected Search In check boxes.
The check boxes only display when Keyword Search is the selected search type. If you select Natural Language Search from the Search Type list, the Search In check boxes do not display and the product only searches the Problem fields of documents.
Reset to my defaults
Returns all filters to their default values. This option is only available for knowledge documents.
Set as my defaults
Saves all filters and applies them as the default values. This option is only available for knowledge documents.
Search Type
Specifies the type of search to perform. Select one of the following options:
Keyword Search
Searches for the specified keywords in the Title, Summary, Problem, and Resolution fields of documents. Use the Search In check boxes to exclude one or more of these fields.
Natural Language Search
Searches for the specified text only in the Problem fields. Natural Language Search (NLS) allows you to perform a search using natural language, which compares the pattern of words contained in the query with the patterns of words contained in the Problem field of knowledge base documents.
Default: Keyword Search
Match Type
Specifies the method for text matching during the search. Select one of the following options:
Any of the Words (OR)
A match occurs when the product finds any of the specified words in a document.
All of the Words (AND)
A match occurs only when the product finds all of the specified words in a document.
Exact Match
A match occurs only when the product finds exactly the specified words in a document.
Default: Any of the Words (OR)
Match Type and Match preferences only set the default search criteria when you search in Knowledge Management. For example, you log in as an analyst and click the Knowledge tab of any ticket. Knowledge searches from within a ticket always default to Match Type=Any of the words (OR) and Match=Whole Words, regardless of your preference settings.
Match
Specifies the method by which the product searches documents. Select one of the following options:
Whole words
Retrieves only documents that contain the entire words entered.
Words beginning with...
Retrieves documents that contain the entire words entered or words that begin with the words entered. For example, a search for the word "print" also returns documents containing the words "printer" or "printing".
The Match list setting overrides the default set on the Preferences window and is only available when you specify keywords or phrases for which to search.
Default: Whole words
Order By
Specifies a criterion by which to sort search results. Select one of the following options:
Relevance
Sorts documents by their relevance to the specified search criteria (expressed as EXCELLENT, GOOD, and so on). Documents with the highest relevance (EXCELLENT) are listed first.
FAQ Rating
Sorts documents based on their FAQ rating, which considers how often the document is accessed, how helpful it has been to users, and its age. Documents with the highest FAQ ratings are listed first.
Hits
Sorts documents by the number of times users have accessed them, with the most frequently accessed documents listed first. Hits may not be available for all record types. This field only displays for advanced searches on the Knowledge tab.
Solution Count
Sorts documents by the number of issues or requests they have resolved, as reported by users. Documents with the highest solution counts are listed first. This field only displays for advanced searches on the Knowledge tab.
Modify Date
Sorts documents by the date on which they were last modified, with the most recently modified documents listed first.
Search for documents in these statuses
The following check boxes define the stage by which users can search for documents during their lifecycle. For example, when the Draft check box is selected, draft documents that are not yet published are displayed in the search results.
  • Published
  • Draft
  • Retired
  • Not Started
    Default: Published documents appear in the search results.
Custom status fields may appear in this list (depending on how your administrator configured the system).
Return only documents that solved tickets
Returns documents that have successfully resolved tickets.
User Defined ID/Created By/Submitter
Define a user-defined ID or enter a name by which to filter documents retrieved. This field only displays for advanced searches of knowledge documents and free text content.
Product
Defines a product by which to filter documents retrieved. Enter the name of the product in the field, or click the magnifier to open the Product Search window so you can search for and select one. When you click Search, the product returns only documents associated with the specified product.
Configuration Item
Defines the name of an asset (hardware, software, or service) by which to filter documents retrieved. Enter the name of the asset in the field, or click the magnifier to open the Configuration Item Search window so you can search for and select one. When you click Search, the product returns only documents associated with the specified asset.
Category
Defines a category by which to filter documents retrieved. Enter the name of the category in the field or click the magnifier to open the Category Search window. When you click Search, the product returns only documents associated with the specified category.
(Optional) Click the Spigot icon to display the Additional Search Arguments field. More link to display the following additional fields:
Owner
Defines the name (in "last name, first name" format) of the contact assigned to maintain the document. Enter the name of the contact in "last name, first name" format or click the magnifier to open the Contact Search dialog so you can locate and select a contact.
Author 
Defines the name (in "last name, first name" format) of the contact with responsibility for the document content. Enter the name of the contact in "last name, first name" format or click the magnifier to open the Contact Search dialog so you can locate and select a contact.
Subject Matter Expert
Defines the name (in "last name, first name" format) of a contact with expertise in the subject matter of the document. Enter the name of the contact in "last name, first name" format or click the magnifier to open the Contact Search dialog so you can locate and select a contact.
Document Type
Specifies the type of document (document or tree document) to retrieve.
Approval Process Priority
Specifies the level (emergency, high, low, normal) by which to filter approvals retrieved.
Root Cause
Defines a root cause (that is, the core reason for opening the ticket) by which to filter documents retrieved. Possible root causes might include Hardware Failure, Software Failure, and Network Cable. Enter the root cause in the field, or click the magnifier to open the Root Cause Selection window so you can search for and select one. When you click Search, the product returns only documents associated with the specified root cause.
Priority/Severity/Impact/Urgency
Specifies the level (1, 2, 3, 4, 5, or None) by which to filter documents retrieved. When you leave <empty> as the field value, the product does not consider a level when filtering documents. When you click Search, the product returns only documents with the specified level.
Additional Search Arguments
Defines additional criteria by which to search. This field only displays when you click the More link in the Knowledge Search page.