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
Edit a document in place
User roles: KCS II, KCS III, System Administrator
Editing a document in place is an option that allows you to edit published documents and then re-publish the document immediately for either internal or external use without sending the document to workflow. This allows you to update documents quickly that for some reason need to be updated and made available immediately.
The edit in place option is available for published documents only. It does not apply to knowledge candidates, such as working copies of a document or draft documents.
Caution Knowledge document attachments that are updated using the edit in place option will result in a broken attachment link and a broken knowledge document link. When a knowledge document attachment needs updates, then the document must be put into the workflow so that the editor can save the attachment to the editor's desktop, make the necessary updates, save the changes, and then re-upload the attachment to the knowledge document.
In the out-of-box system, the permission for edit in place is set for KCS II, KCS III and KM ADMIN Knowledge Management profiles. A user with a KM ADMIN profile manages assigning the edit in place permission to KM profiles.
You contribute a knowledge document by authoring knowledge articles or using external documents that are uploaded into a knowledgebase. You can use the rich-text editor to create or edit documents, and you can add documents as attachments that can include images, text files, Word files, or PDFs.
To edit a document in place, follow these steps:
- Click Knowledge Management > Published Documents, or use Search to find the published document.
- Click the document in the list that you want to edit.
- Click Edit.
- Make the changes to the document in the editable view of the document.
- Add needed attachments 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 need to save the attachment to your desktop, make the necessary updates, save the changes, and then re-upload the attachment to the knowledge document.
- Continue creating or editing your document
- (Optional) Specify an expiration date for the document.
- Update the category for the document, if required.
- Use the rich-text editor to enter text for the document.
- Click the appropriate button to publish the document immediately for the document category or click Cancel to revert the document to the published version.
