Knowledge Article Fields
The fields of the knowledge article form are listed below and recommendations for using each of them are provided.
Theme
Field The subject is used to enter a brief description of the Knowledge article. When the Knowledge article is used to register a new request, this short description appears in the subject field of the new request.
The problem
In the field Problem indicates the problem for which the instructions in the Knowledge article suggest a workaround.
Status
Field The status is used to select the current status of the Knowledge article. The following statuses are available. In progress – The Knowledge article has been added, but is not ready for use yet. Not confirmed – The Knowledge article is available to all specialists of the space, but not confirmed. Verified - The Knowledge article has been verified and is now available to users selected in the visibility settings. Archived – The information in the Knowledge article is no longer relevant and unavailable to specialists, key contacts or end users. Specialists can create and update Knowledge articles with the status “In progress” or “Not confirmed” and choose any of these statuses. A person with the role of knowledge manager in the space in which the Knowledge article is registered can update any Knowledge article regardless of its status and choose any status.
Date of archiving
The Archive Date field is used to select the date on which the Knowledge article is no longer available for viewing. At the beginning of the specified day, the status of the Knowledge article is automatically updated to “Archived”.
Who created it
In the field Who created it displays the name of the person who created the Knowledge article.
Created
The date and time of the creation of the Knowledge article are displayed in the Created field.
Updated
The date and time of the last update of the Knowledge article are displayed in the Updated field.
Internal specialists
The Internal specialists checkbox is set if you need to make the Knowledge article available to people with the role of a specialist in the space in which the article is registered.
Covered Specialists
The Covered Specialists checkbox is set if you want to make the Knowledge article available to persons who are members of the support team of one of the service instances selected in the active service level agreement (SLA) section for the service related to the Knowledge article.
Key contacts
The Key contacts checkbox is set if it is necessary to make the Knowledge article available to persons with the role of a key contact in the customer's active service level agreement (SLA) space for a service related to the Knowledge article.
End users
The End Users checkbox is set if you want to make the Knowledge article available to all those who are subject to an active service level agreement (SLA) for services related to the Knowledge article.
Publicly
The Public checkbox is set if you want to make the Knowledge article available to everyone without having to log in to the R-Service system. After saving, a public link is created that allows you to go to the Knowledge article.
Service
Field The service is used to select the service for which the Knowledge article will be available.
Service Instances
Field Service Instances is used to select service instances for which the Knowledge article is relevant. If the field remains empty, it is assumed that the Knowledge article is relevant to all persons who are subject to an active service level agreement (SLA) for any instance of the service. Selecting one or more service instances assumes that only those individuals who are covered by one of these service instances (provided that visibility settings provide them with access) and the specialists who support them will be able to find the Knowledge article.
Knowledge Manager
The Knowledge Manager field contains the name of the person selected as the knowledge manager for the service for which the Knowledge article was written.
Language
Field Language is used to select the language to translate the text into in the fields "Subject", "Keywords", "Description" and "Instructions". By default, the text in these fields is displayed in the language of the space. Additional translations can be added for people whose preferred language differs from the language of the space. If a language other than the language of space and any translation of the Knowledge article is preferred, then the article for such a person will be displayed in the language of space. Translations for the Knowledge article can be added by clicking on the "gear" (Actions button) in the header panel and selecting ‘Translations...’. In this case, the user goes to the desired Knowledge article in the section ‘Translations’ on the settings page, where you can create or delete translations for any supported language.
Keywords
Field Keywords is used to add words that are not included in the service name, topic, description, or instructions of the Knowledge article. The added keywords help users to find the Knowledge article when searching for these words.
Description
Field Description is used to describe a situation in which this Knowledge article may be useful. You can also add terms to this field to optimize your knowledge base search results. You can add words or phrases that experts or end users can use when searching. This field allows basic text formatting.
Instructions
In the Instructions field, the appropriate text is entered to help with the work and solve problems for Service Desk analysts, specialists and/or end users. When the Knowledge of an article is applied to a request, the instruction is added to the Comment (Note) field in that request. This field allows basic text formatting.
Attachments
Using the Add Attachment link, you can attach files to the Knowledge article. It is possible to add multiple attachments.
Usage-last 90 days
Number of uses
The Number of uses field indicates how many times the Knowledge article has been applied to the request in the last 90 days.
Positive Feedback
The Positive Feedback field indicates how many times the "thumbs up" icon has been clicked under the Knowledge article in the last 90 days.
Negative Feedback
The Negative Feedback field shows how many times the "thumb outside" icon has been clicked under the Knowledge article in the last 90 days.