--- title: Knowledge Management slug: neurons-for-itsm/admin-user-help/enu/latest/knowledge-management docTags: createdAt: 2026-07-14T19:16:40.719Z --- - [Configuring Approvers and Approval Workflows](docId\:vglaTroNmvmQNGui5-Vpi) - [Creating a Knowledge Article](docId:3c7b0cqGtVExOGf0ZMLVx) - [Knowledge Feedback](docId\:XV1Fth4yNNW9hlf9DbV7N) - [Editing Knowledge Layouts](docId:-Pxh2TKGfEU6J7VgwI5Xu) - [Linking Related Articles to a Knowledge Article](docId\:eOIQRkcAbrkG004iSd5vs) - [Approving a Knowledge Article](docId\:VAlH0zmVTqOu0LKXx6qae) - [Publishing a Knowledge Article](docId\:sYlUbPwLyTa7aMmbHXD3m) - [Archiving or Expiring a Knowledge Article](docId\:c_R-vvC7g_JLtXGJzRW2X) - [Knowledge Business Object Reference](docId\:FDQy0Vl7iJcpviTpDywZI) - [Knowledge State Transitions Reference](docId:8qrF0HvFd0Q0U44iyuOIr) - [Setting Up the Knowledge Advisory Boards](docId\:pfI0KzpWkjYqBox9obA8S) ## About Knowledge Management ITIL defines knowledge management as the one central process responsible for providing knowledge to all other Neurons for ITSM processes. In Neurons for ITSM, knowledge works with incident management and problem management and is a powerful feature in the Self-Service Portal. The Knowledge Management process aims to make sure that all of the information used within Neurons for ITSM is readily available. In Neurons for ITSM, object matching with knowledge while working on an incident or problem makes relevant knowledge articles readily available to the Service Desk Analyst or Problem Manager. Using object matching, relevant knowledge articles can be used to resolve incidents or problems. Knowledge Management is also integrated with the Self-Service Portal. Users can search for published articles and use them to resolve an incident. Users can also provide feedback and ratings on an article. By default, all knowledge articles are set up to go through the approval workflow and only approved articles are updated to reviewed status. It is at the discretion of the Knowledge Manager to update the status to published. A Knowledge Advisory Board contact group is available to review articles and approve or deny articles. The **Knowledge Overview** and **Knowledge Activity Levels** dashboards are provided to help the Knowledge Manager oversee and manage the key indicators of all knowledge articles, including ratings and feedback from the Self-Service Portal. ### Knowledge Article Scenarios - Service Desk Analysts using knowledge management most likely create a new knowledge article from the incident they are working on. - Users can create knowledge articles from their email if the Neurons for ITSM email configuration supports creating knowledge articles. - Users can create knowledge articles from the Social Board and business objects, such as incidents, problems, and changes. - Users can create knowledge articles from certain events. For example, you can create a knowledge article to log an event using the **Issue and resolution** template. - Users can link configuration items to knowledge articles from the **CI** tab. - As with all business objects, users can attach or reference documents, files, images, and URLs to each knowledge article. For example, you can add copyright information or relevant legislation (such as SOX or ISO 20000) to a knowledge article. See [Working With Attachments and URLs](docId\:DwYg6stRtAl1ZdOaEcfjZ) and also see [Working with Attachment Types](docId\:F2BRlKzLiGLkWD1PioVDv) for a list of supported media formats. - Users can make some documents searchable. :::hint{type="info" indent="1"} Only Knowledge Managers can edit articles that you create or own (articles in which your user name is in the **Owner** field). ::: ### Knowledge Management Workflow The following diagram shows the typical workflow for a knowledge article: *Sample Knowledge Article Workflow* ::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/KagoxHkQOlGoTRkSyJaZY_knowledge-article-workflow.png" position="flex-start" size="40" initialPath="../../Resources/Diagrams/Knowledge Article Workflow.png" githubPath="Content/Resources/Diagrams/Knowledge Article Workflow.png" showCaption="false"} ## Viewing Knowledge Articles Only a Knowledge Manager can view articles that you create or own (articles in which your user name is in the **Owner** field). In addition, the application of the data-segregation security organizational unit constraint to a role can affect the list of records that appear by default. If you do not see the default list of records in the search results list, you might need to select a different search from the **Saved Searches** menu. 1. Log in to the Service Desk console. 2. Open the **Knowledge** workspace. The list of knowledge articles is displayed, arranged from the highest knowledge ID. 3. Click an article to view details. :::Paragraph{indent="1"} *Knowledge Workspace* ::: ::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/xFakcIuJzaUuaWmNZiqKL_knowledge-workspace.png" position="flex-start" size="40" initialPath="../../Resources/Images/help-images/knowledge-workspace.png" githubPath="Content/Resources/Images/help-images/knowledge-workspace.png" showCaption="false" indent="1"} ### Viewing Knowledge Articles From an Incident or Problem 1. Log in to the Service Desk console. 2. Open an incident or problem record. 3. Select the **Knowledge** tab. :::Paragraph{indent="1"} The system displays a list of linked knowledge articles. ::: :::Paragraph{indent="1"} If the **Knowledge** tab is not visible, click the **add** icon :inlineImage[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/CgZO_C-9dYF7UBEIpeDmI_greenplusicon.png" alt caption size="10" width="17" height="17"} to the right of the tabs and choose **Knowledge** from the drop-down list. ::: 4. Double-click an article from either list to view details. :::Paragraph{indent="1"} *Sample Knowledge Articles Within an Incident Record* ::: ::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/HrcrumqK6tR6W2ZSlg_O1_knowledge-within-incident.png" position="flex-start" size="40" initialPath="../../Resources/Images/help-images/knowledge-within-incident.png" githubPath="Content/Resources/Images/help-images/knowledge-within-incident.png" showCaption="false" indent="1"} 5. (Optional) To see additional articles, click the **link** icon:inlineImage[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/qtLKZTNRKn9l82EeTND9I_linkorange.png" alt caption size="10" width="16" height="16"}.