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.
Words and Phrases
| Search for | Example | Results |
|---|---|---|
| A single word | cat
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Topics that contain the word "cat". You will also find its grammatical variations, such as "cats". |
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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. |
Using Boolean Operators
| Search for | Operator | Example |
|---|---|---|
|
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
- Link a knowledge document to another
- 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
- Notify service subscribers of the publication of a document
- Edit a document in place
- Add feedback to a knowledge document
- Submit a document for revision
- Submit a document for review
- Accept a document
Create knowledge from an interaction, incident, problem, or known error
User roles: All users
To create knowledge from an Interaction, Incident, Problem, or Known Error record, follow these steps:
- While working with the record, click More or the More Actions icon to select Create Knowledge.
- If a document type selection form opens, select a document type for the document.
- As required, view and update the fields the system has completed with the mapped information from the record you selected during your search. The data inserted in these fields depends on the document type and the defined field mappings.
- Enter an expiration date for the document.
- Select at least one category for the document.
- Use the rich-text editor to enter or edit text for the document.
- Click the Preview button to view the document.
- Click the appropriate button to submit the document for approval or to approve the document immediately.
Related topics
Knowledge Management integration with Incident Management
Knowledge Management integration with Problem Management
Knowledge Management integration with Service Desk Interaction
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