Use > Build > Knowledge Management > Configure Knowledge Management > Article models > Create an article model

How to create an article model

  1. From the main menu, select Build > Knowledge > Models > New. Service Management displays the New Model form.

  2. Complete the General model details section.

    Field Description
    Title

    A name for the model.

    Best practice: Choose a meaningful, descriptive, and relatively short name. The name is often the only identification used in selection lists and in other areas to identify components.
    Description

    A description that captures the details of the model.

    Subtype

    Select the subtype of the model. The available options are:

    • Article

    • News

  3. Click Attachments > Add to upload a file to the change model.

    Note

    • The following file formats are supported: jpg; jpeg; gif; png; doc; docx; ppt; pptx; xls; xlsx; pdf; txt; xml; zip; msg; sql; gz; rar; tar; 7z.

    • The maximum file size of an attachment is 10 MB.

    • If the Attachments field has been defined as encrypted for this record type and you are a member of an encryption domain, click Add encrypted attachments to attach an encrypted file to the record.

    • Attachments are not visible in the Service Portal.

  4. Click the Task plan tab to add tasks to the model.

    For more information about the task plan, see How to build a task/approval plan.

  5. Click the Default values tab and complete the information relevant for the model.

    The record fields displayed are the same as those detailed in How to create or update a knowledge/news article. However, out-of-the-box, Service Management disables some fields when creating a model.

    • Content

      Field Description
      Title

      The same title will appear in all new records that use this model
      Content

      The content of the article.

      Use the Format drop-down list to specify standard HTML formatting for sections of the article.

      To display embedded media, use the following syntax:

      [web-media: MediaType,MediaId]

      The currently supported media types are:

      • YouTube player

        Example:

        Use the following syntax:

        [web-media: youtube,iE-spGCMles]

      • SlideShare presentation

        Example:

        Use the following syntax:

        [web-media: slideshare,2079340]

    • Details

      Field Description
      Description A description of the record. The same description will appear in all new records that use this model.
      Purpose

      The purpose of the articles that use this model. Select a value from the drop-down list.

      Note The list is customizable.
      Service

      The service to which the articles that use this model relate.

      Services are defined in the Service Portfolio > Service Definitions. For more information, see Service definitions.
      Category

      The category applied to new articles that use this model. Service Management uses the category to classify each record. Select a value from the drop-down list.

    • Visibility

      Field Description
      Importance

      The importance of the article.

      This field is more relevant for news articles. News articles that are marked Critical alert are displayed first in the News widget in the Service Portal, and in the News listings in Service Management
      Promote

      The value in this field controls the order in which items display in the Service Portal. The selected value applies to all articles based on the model.

      The priority order of the display is:

      • Recommended

      • Normal

      • Deprecated

      Relevant for: Articles only.

  6. Click Save icon Save on the toolbar.

When you create a model, Service Management automatically creates the workflow and displays the model in draft status.

  • Click the model's workflow tab to see the workflow and status.

  • To change the status to active, you must have the appropriate rights. For more information about model status, see How to activate an article model.

Related topics