New Knowledge

Use this form to create a new knowledge.

Options:

• Command Panel
  • OK - submit form
  • Attachment - attach an attachment to the knowledge. This command has the same function as the Add Attachment button. in the form.
  • Assign to Services - assign the knowledge to services. This command has the same function as the Knowledge Assigned to Services - Edit button. in the form.
• Name - enter a short name for the knowledge that will be displayed as the title.
• Annotation - briefly summarize the content of the knowledge. This text is displayed below the title.
• Text - describe the procedure or create the necessary article.
• Attachments - list the attachments to the knowledge
  • Add Attachment - select the file you want to add as an attachment. You can also attach files by dragging and dropping them into the form.
• Knowledge Assigned to Services - an abbreviated list of services to which the knowledge is assigned.
  • Edit - in the services table, select the services to which you want to assign the knowledge.
• Display to requesters - turn on if you want the knowledge to be visible to Requesters of the corresponding services. If disabled, the knowledge display is governed by knowledge permissions.
• Display Order - Enter a numeric value that determines the order in which the knowledge is displayed in the lists. Knowledge is displayed in ascending order of the value in this entry.
  Tip:

  Use a uniform scale of values across all services, e.g. 5=frequently used knowledge (FAQ), 10=normal knowledge, 15=little used knowledge. This will ensure the correct order of displaying knowledge from different services.
  Tip:

  In the title, annotation and text of the knowledge, use words that your users actually search for the knowledge. For search statistics, see data analysis on the Search sheet.

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