Creating a Knowledge Article

log into the console open the knowledge workspace or select the knowledge tab in a parent business object click new and then select a template from the drop down list a new knowledge form with the name of the template and in a status of draft (see knowledge state transitions reference docid 8qrf0hvfd0q0u44iyuoir for information about the different knowledge states ) the following default tabs appear (results may vary depending on your system setup) details see step 4 about activity history docid\ dolnqxplsr ccl3 udx4k working with tasks docid\ e40f2roctrskvptf1awpc approving a knowledge article docid\ valh0zmvtqou0lkxx6qae knowledge feedback docid\ xv1fth4ynnw9hlf9dbv7n linking related articles to a knowledge article docid\ eoiqrkcabrkg004isd5vs managing incidents docid\ akruodyqj2wvb c6ayolg working with problems docid\ set5um 9o nw5unsjvtf about creating a configuration item docid\ zmfn pxt6cjewpqpaj6wp working with attachments and urls docid\ dwyg6strtal1zdoaecfjz working with workflow instances docid\ uyae8z1xcnbsxjkmao7e9 audit history docid\ suej5xmlyduoz68lbfgae about the related posts tab docid\ btgspwcozfq6p1aq2wqu5 under the details tab, enter the following information ensure that a duplicate article does not exist by using related items search (see using related items and object matching docid\ lhjtw6bon4y z3jczkdok ) article template field name field description document title document title description details or abstract of the document error message title title of the error message description the text of the error message a description of the error message, for example, the conditions under which the error message appears resolution a workaround or a description of how to resolve the error issue resolution title title of the issue description a description of the conditions under which the issue is encountered resolution a workaround or resolution of the issue patch patch name title of the patch installation instruction steps on how to install the patch q\&a how do i?/how can i? a frequently asked question answer the answer to the question reference title title of the reference article description details or abstract of the article common fields keywords contains keywords that other users can enter to search for the knowledge article in the self service console use commas to separate multiple keywords add searchable document a document to attach this document is enabled for full text search collection determines the approval process of the knowledge article select the group from the drop down list category category select from the drop down list subcategory optional subcategory select from the drop down list environment the environment to which the knowledge article applies version version information this is a free text field author the name of the author defaults to the logged in user you can select another name if you are not the author owner team assigns the article to another team the owner team is set to the team of the logged in user owner assigns the article to another owner the owner is set to the logged in user effective date expiration date the date when the knowledge article goes into effect and the date in which the knowledge article should become obsolete the published date field is filled in when the knowledge article is in published status the retired date field is filled in when the knowledge article is in expired status information in the statistics section is driven from self service click save the system moves the knowledge article to the draft status while the knowledge article is in draft status, only the author, owner, or a can update the article creating a knowledge article from an email the ability to create knowledge articles from email depends on whether the administrator has configured the email configuration inbox for the knowledge business object the administrator provides templates to support the creation of each type of knowledge article from email see setting up email docid 03u6rgd0f3xvhd wd0 gl to create knowledge articles from email, you must have a record in the employee form and you must send the email from the email address that is set up for you in the primary email field in your employee record create an email using the knowledge email template that matches the type of knowledge article to create to create multiple articles from a single email, use the record marker field value set up for the knowledge business object send the email to the email address provided to you for logging knowledge articles in the configures the incoming server address from the email configuration workspace click send the system moves the knowledge article to the draft status while the knowledge article is in draft status, only the author, owner, or a knowledge manager can update the article the system notifies you that the knowledge article was submitted updating a knowledge article a knowledge article remains in the draft status until you update it to the in review status only a can update the status directly from the status field of a knowledge article if you are not a log in to the console open the knowledge workspace select and open the knowledge article click submit for review on the toolbar click save the system changes the status of the knowledge article to "in review" and starts the approval workflow (when the article is in the "in review" status, you cannot make any changes to the body of the article unless you are a however, you can update some information in the record )