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
|
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. |
Using Boolean Operators
| Search for | Operator | Example |
|---|---|---|
|
Two or more words in the same topic |
|
|
| Either word in a topic |
|
|
| Topics that do not contain a specific word or phrase |
|
|
| Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
|
| A combination of search types | ( ) parentheses |
|
Knowledge Management workflow
Knowledge Management uses a multi-step workflow to manage the lifecycle of a knowledge document. In the workflow, the document goes through the following phases:
- Draft
- Triage
- Revise
- Review
- Publish
- Published Internal
- Published External
- Retired
When a user submits a document for approval, the document enters the workflow in the Triage phase. In a typical document workflow, the document is routed to the Revise, Review, and Publish phases before it is actually published internally or externally. In some cases, users with applicable access rights can publish a document immediately after creating it, without going through the formal Revise and Review phases.
Note When you need to update a knowledge document attachment, you must save the attachment to your desktop, make the necessary updates, save the changes, and then re-upload the attachment to the knowledge document.
Knowledge Management uses knowledge groups and document categories to control access to knowledge documents along with document view and Knowledge Management profiles. Individual users are able to view, contribute, edit, and publish documents based on the knowledge groups in which they are members and the security mappings between the knowledge groups, knowledge profiles, and knowledge categories.
Upgrading to the Process Designer Knowledge Management workflow
As of Service Manager 9.30, Change Management no longer implements the workflow for Knowledge Management documents. Change Management records with Category “KM Document” close and convert to the applicable Knowledge Management (KM) Document records, as Process Designer now manages KM Documents. Additionally, you do not need a Change Management license to operate Knowledge Management.
KM Document records are created with an applicable status, based on the current phase of the Change Management records. The mapping is described in the following table.
| cm3r (based on current.phase) | kmdocument (status) |
|---|---|
|
KM 1 Triage |
Triage |
|
KM 2 Revise |
Revise |
|
KM3 Review read-only |
Review |
|
KM 4 Conclude |
Conclude |
Two fields are also mapped from a Change Management record to a Knowledge Management document, as described in the following table.
| Change Management | Knowledge Management |
|---|---|
|
assigned.to |
assignedEditor |
|
Coordinator |
documentOwner |
Another functionality is included in the upgrade script. Operators with the capability word “SysAdmin” or “KMAdmin” will have a security role in their operator record as System Administrator and Knowledge Administrator.
Note When using the new Process Designer workflow, the following applies:
- All open change records of category ‘KM Document’ close with the completion code
‘1’ – Successful. - The corresponding KM document status changes from working copy to the status based on the current phase of the change record.
- The upgrade to Process Designer for Knowledge Management is mandatory.
