Knowledge Actions

1 min

Knowledge actions are enabled only when an incident is resolved or closed. A new article is created in draft status. Select the article and click Go to to open the article, enter other information, then submit it for review.

Action Menu Option	Action Taken
Archive Knowledge Article	Available only to Knowledge Managers. Updates the status of the article to archived. NOTE: This action is enabled only when the status of the article is published.
Article Feedback	Opens the New Article Feedback window. Enter your feedback and click Save. Your feedback is linked to the knowledge article and appears on the Feedback tab.
Create Assignment	Creates a task record.
New Document Article	Creates a new document in the Knowledge Base with the same summary (title field in knowledge) and description as the incident. The application creates a new article and puts it in draft status. Select the article and click Go to to open it. Enter or modify information and submit it for review.
New Error Message Article	Creates a new error message in the Knowledge Base with the same summary (title field in knowledge), description, and resolution as the incident. The application creates a new article and puts it in draft status. Select the article and click Go to to open it. Enter or modify information and submit it for review.
New Issue and Resolution Article	Creates a new issue resolution article in the Knowledge Base with the same summary (title field in knowledge), description, and resolution as the incident. The application creates a new article and puts it in draft status. Select the article and click Go to to open it. Enter or modify information and submit it for review.
New Patch Article	Creates a new patch article in the Knowledge Base with the same summary (patch name field in knowledge) and description (installation instruction field in knowledge) as the incident. The application creates a new article and puts it in draft status. Select the article and click Go to to open it. Enter or modify information and submit it for review.
New Q&A Article	Creates a new Q&A article in the Knowledge Base with the same summary (How do I?/How can I? field in knowledge) and resolution (answer field in knowledge) as the incident. The application creates a new article and puts it in draft status. Select the article and click Go to to open it. Enter or modify information and submit it for review.
New Reference Article	Creates a new reference article in the Knowledge Base with the same summary (title field in knowledge) and description as the incident. The application creates a new article and puts it in draft status. Select the article and click Go to to open it. Enter or modify information and submit it for review.
Post Social Message Associated with Change	The Post Social Message Associated with Change action in the Incident workspace shares the change on the Social Board.
Publish Knowledge Article	Available only to Knowledge Managers. Updates the status to published and fills in the published date field to the current date.
Submit for Review	Updates the status of the article to in review, which triggers the approval workflow. NOTE: This action is enabled only when the status of the article is draft.