Working with KB articles

You create, edit, or delete KB articles from the Knowledge Base module. To access this module, navigate to Service Desk > Knowledge Base from the navigation menu.

NOTE: Along with ability to open KB articles from the Articles pane, you can also open them in the read-only mode using the Advanced Search tool. For details, see Viewing KB articles.

• To add a KB Article:

  1. Click New > Article > [Article Type] on the Module menu. The KB Article window opens.

  2. Specify the article details and click SUBMIT.

• To edit a KB Article:

  1. Open a KB Article for editing using one of the following methods:

  • Double-click the Article in the Articles pane.

  • If an Article is already open in the View mode, click Edit on the Module menu.

  2. In the KB Article window, change the details as needed and click OK.

  NOTE: If your security permissions in the Alloy Navigator database do not allow you to edit the KB Articles, only the View mode will be available.

• To delete a KB Article:

  • Select the Article and click the Actions > Delete on the Module menu.

Using the Module menu you can also categorize KB articles. For details, see Categorizing objects, Managing knowledge categories.

KB Article window

When you open a Knowledge Base Article record for editing, the KB Article window displays information in the top pane and a number of tabs.

NOTE: If your security permissions in the Alloy Navigator database do not allow you to edit the KB articles, only the View mode will be available. For details, see Viewing KB articles.

The top pane includes the following fields:

Title - displays the meaningful title of the Article.

ID - displays the auto-generated number of the Article.

Status - shows the status of the Article. Typically, status reflects the Article’s life cycle phase, generally from "Draft" through "Live" to "Expired". The Self Service Portal customers can view only the articles with the "Live" status. The list of KB Article statuses is defined by your Alloy Navigator administrator.

Below the top pane, the following tabs are available:

• Article Content tab

• Activity tab

• Categories and Details tab

• Approvals tab (optional)

• Custom Data tab (optional)

• Related Objects tab

• Notes tab

• Attachments tab

• History tab