This documentation applies to the 8.1 version of Service Desk, which is in "End of Version Support." You will not be able to leave comments.

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Authoring knowledge base entries with problem investigation results

When you finish the problem investigation, if you think that publishing the solution in the knowledge base can help future root cause analyses, you can do this from the problem investigation record.

To author a knowledge base entry

  1. With the problem investigation record open, do one of the following:
    • Classic view: From the Navigation pane, select Quick Links > Create Knowledge
    • Best Practice view: From the Functions area of the Navigation pane, select Create Knowledge
  2. Complete the Knowledge Management authoring form that appears. For detailed information about how to complete the form, see Creating a knowledge article.

This version of the documentation is no longer supported. However, the documentation is available for your convenience. You will not be able to leave comments.