Searching the Help
To search for information in the Help, type a word or phrase in the Search box. When you enter a group of words, OR is inferred. You can use Boolean operators to refine your search.
Results returned are case insensitive. However, results ranking takes case into account and assigns higher scores to case matches. Therefore, a search for "cats" followed by a search for "Cats" would return the same number of Help topics, but the order in which the topics are listed would be different.
Search for | Example | Results |
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A single word | cat
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Topics that contain the word "cat". You will also find its grammatical variations, such as "cats". |
A phrase. You can specify that the search results contain a specific phrase. |
"cat food" (quotation marks) |
Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase. |
Search for | Operator | Example |
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Two or more words in the same topic |
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Either word in a topic |
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Topics that do not contain a specific word or phrase |
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Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
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A combination of search types | ( ) parentheses |
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- Contribute and Approve Knowledge Document (ST 7.1)
- Create a knowledge document
- Preview and view a document
- Submit a document for approval
- Contribute hot news
- Create a working copy of a knowledge document
- Create knowledge from an interaction, incident, problem, or known error
- Edit a document in place
- Add feedback to a knowledge document
- Submit a document for revision
- Submit a document for review
- Accept a document
- Add an attachment to a knowledge record
- Open an attachment in a knowledge record
- View the details of an attachment in a knowledge record
- Delete an attachment from a knowledge record
Create a knowledge document
User roles: KCS I, KCS II, KCS III, KM Admin, System Administrator
You contribute a knowledge document by authoring knowledge articles or using external documents that are uploaded into a knowledgebase. When you author a document, you will be asked to specify a document type. Knowledge documents can be saved as drafts before they are complete. You can also preview a document while you are creating it.
As part of the task to create a knowledge document, you need to assign it to a document category or several document categories, depending upon the topic of the knowledge document. After you have created the knowledge document, you need to either submit it for approval or publish it for either internal or external viewing. In the out-of-box system, a user with a KCS II profile can immediately publish a document for internal viewing and a user with a KCS III profile can immediately publish a document for an internal or external audience.
You can use the rich-text editor to author documents, and you can add documents as attachments that can include images, text files, Word files, or PDFs. The rich-text editor allows you to author documents in a WYSIWYG environment. It provides an embedded, rich-text editor in the Contribute New Knowledge function, and it provides most of the standard features available for authoring and editing knowledge documents. You can also use the editor to create new document views.
Its features include:
- Standard text formatting
- Font formatting
- Table creation
- Spell checker
- Supports paste from Word documents
- Support links and anchors
Note Tabbing is not available in the rich-text editor. Use the space bar to create indents. Using the tab key will exit you from the editor. For additional information regarding the editor, see the related topics links below.
The rich-text editor toolbar contains many of the common icons and editing functions available with most word processors. For example, with the rich-text editor you can cut, paste, and copy text. You can search for a text string within the text. You can select from a small group of font types and size to stylize the text in the document you are authoring. There is a table wizard you can use to add a table to your document.
In addition to the standard functions of a word processor, you can also use the rich-text editor to add links in your document to other documents that are either document attachments for the document you are authoring or links to other documents in the knowledgebase. There is also a Source button that displays the HTML code used in the document. This is particularly useful when you are creating particular document views for the document types.
Note There is a Preview button on the rich-text editor toolbar that opens the document in another browser window. It is best to use the Preview button on the Contribute Knowledge form toolbar rather than the one on the rich-text editor toolbar to preview a document. The Preview button on the Contribute Knowledge form displays the document in the document view associated with the document you are authoring.
Knowledge document attachments consist of shared content and document- or record-type attachments. Shared content usually consists of company logos or other branding elements used in the knowledge documents stored in the knowledgebase. The document- or record-type attachments are files or records attached to a particular knowledge document or several documents. These attachments include summary documents with links to more detailed documents, a knowledge document with a link to a particular incident or known error record, error logs, screen shots, and policy or procedure documents to which many other documents refer. Generally, shared content has a one-to-many relationship with a document and linked attachments have a one-to-one relationship with a document.
When knowledge document attachments need updates, users must send those knowledge documents into the workflow. Editors can then view, edit, save, and re-upload updated attachments for knowledge documents.
Attachments maybe indexed for searching on a per-knowledgebase basis. Consult your Knowledge Management administrator to determine if attachments are indexed for the Knowledge Library knowledgebase.
To create a knowledge document, follow these steps:
- Click Knowledge Management > Contribute Knowledge.
- Double-click the document type from the list.
- Type a title and summary for document.
- (Optional) Specify an expiration date for the document.
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(Optional) If you selected the "Reference" document type, you can specify a document subtype as appropriate. By default, the following subtypes are available:
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Service Design Package (a document that provides the initial outline of a service agreement and denotes what agreements will be required, who the signatories shall be, and other process oriented details).
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Service Quality Plan (SQP, a long term quality improvement plan for a service agreement)
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Service Improvement Plan (SIP, a limited short term improvement plan for a service agreement)
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Business case (provides a business justification for a change proposed by a formal Change Proposal)
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Project Information (provides information about the project proposed by a formal Change Proposal)
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Availability Plan
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- In the Locale list, choose the locale to be used by the search engine when searching and indexing the document. By default, the language code matches the language you logged in as. Changing this field overrides the Knowledgebase default locale setting.
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Assign the document to a category.
All documents in the knowledgebase are assigned to a document category. Categories for knowledge documents are ordered into hierarchies.
Note When you contribute a new document, a draft document does not require a document category assignment, but any document that is going to be submitted for approval or published immediately must be assigned to at least one document category or subcategory.
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Click the Categorization / Flags tab.
- Click Add to display a list of document categories.
- Double-click the document category.
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Double-click the subcategory or click Skip to end the category or subcategory selection.
Note If you assign the document to the wrong category, you can remain in the edit mode, select the category you want to delete, click Remove, and then click Add to assign the document to a new category.
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- If needed, repeat the steps until you are finished adding all the categories for the document.
- Use the rich-text editor to enter text for the document.
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If needed, add a file attachment to the document.
- Click the Attachments tab.
- Add a file by doing one of the following:
- For Web-tier clients: click Add File, type the full path of the file in the File location text field or browse to the file, and then click OK.
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For Windows clients: right-click in the blank area of the attachments list, click Add, browse to the file, and then click Open.
Note If you are editing an attachment for an existing knowledge document, you must send the document to the workflow. You can then save the attachment to your desktop, make the necessary updates, save the changes, and then re-upload the attachment to the knowledge document.
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If needed, insert a link to the attached file.
- Click in the rich-text editor, place the cursor where you want to insert the link, and then click the Insert a link toward an attached file icon on the rich-text editor toolbar.
- Type the name of the attached file in the Filter Text field, or leave the field blank so that all the attachments are listed for selection.
- In the Link Text field, specify the Alt Text for the link.
- Click Next and then double-click the name of the attached file from the list of files.
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If needed, insert a link to another knowledge document.
- Click in the rich-text editor field to position the location for the link.
- Click the Insert a link toward another record icon on the rich-text editor toolbar. The message "Document saved to allow attachment linking" appears.
- Click Knowledge Document in the Select Link Type wizard and edit the Link Text label.
- Click Next and then type the document ID. The document must be a published document in the database, and you must have view access to at least one of the categories to which the document belongs.
- Click Finish and then click Preview to view your document and the new link.
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Click the link to verify that it links correctly.
Note The link does not open until the document in which you are trying to add the link is either published internally or externally.
- Click Back, and then click Back again.
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If needed, insert an image to the document.
Note The html toolbar that allows you to insert an image is not visible if you select the document type as External.
- If your document does not yet have the image as an attached file, attach the image as described above.
- Click the Insert an image icon on the rich-text editor toolbar.
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Type the name of the image file in the Filter Text field, or leave the field blank so that all of the image files listed on the Attachments tab are included in the selection wizard.
Note You can attach only .jpg and .gif format images.
- In the Link Text field, specify the Alt Text for the image.
- Update the default Image Height and Image Width as required.
- Click Next.
- Double-click the image file name in the list.
- Click the Preview button to view the document.
- Click Back.
- If you want to save the document as a draft, click Save Draft.
- Click Save or click the applicable button to submit the document for approval or to publish the document immediately if you are a KCS II or KCS III for the document category.
To delete a draft knowledge document you created:
- Click Knowledge Management > Draft Documents.
- Click Search. A list of draft documents display.
- Select the document you want to delete.
- Click Delete.
- Click Yes in the confirmation window.
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