View Article Details

In addition to the article content, the Article Details view displays the following information about the knowledge article you selected:

  • Document Title: The title of the knowledge article
  • Document ID: The KM (Knowledge Management) number
  • Creation Date: The date and time the knowledge article was created
  • Document Type: The type of knowledge article, such as Error Message/Cause, External, and so on
  • Expiration Date: The date and time the knowledge article will expire
  • Summary: A brief explanation of the article
  • Author: The user name of who created the article
  • Attachments: This is the knowledge article that you can open or download
  • Article Tags: These are leveled-down (flat) knowledge categories. For example, if there is an article under category a > b and another article under category a > c, b and c will be shown as tags in both the Knowledge Articles view list and in the Article Details view. If there is a third article under category a, all a, b and c will be listed as tags.

 

To view article details:

  1. Access the knowledge article library from the Knowledge tile in the Service Manager Service Portal Launchpad.

  2. Search, filter, sort, or scroll up or down the list of articles requests.

  3. When you find an article that you are interested in, click on it to display the Article Details view.

 

Related Topics

Knowledge Articles