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Scenario for creating a knowledge article

When resolving an incident ticket, a Service Desk agent could face an issue that has occurred on multiple occasions. In such scenarios, the Service Desk agent can create a knowledge article to capture the information required to resolve similar incidents, so that other Service Desk agents can use this information to resolve incidents faster.

When working on an incident related to email access issues on mobile devices, Jennie Tennyson, a Level 1 Service Desk agent, notices a substantial number of similar issues. The issue was faced by users who had recently changed their email passwords, but had not updated it on their mobile device. Creating a knowledge article based on this issue can help other service desk agents who receive similar incident requests.

Creating a knowledge article

  1. To create a knowledge article to document the email access problem, Jennie Tennyson opens the incident ticket about email access problem. In the Resources tab, she clicks Search for knowledge resources. Jennie does not find any specific article related to the issue, so she clicks Create a new article. Alternately, on the Dashboard, Jennie can select Create New and then click Knowledge.
  2. She selects the Problem Solution template from the list displayed, reviews the format, and clicks Use selected Template.
  3. On the Create Knowledge page, she starts to enter the article title. As she types the title, since the system finds similar articles, a note is displayed.
  4. She clicks View them to view similar articles. One of the articles includes some information about email access problem. Jennie wants to include the information from that article to the one she is creating, so she clicks Copy From Article.

    The article from which she wants to copy content is displayed on the left of the screen, and the article she is creating is displayed on the right. Jennie copies the sections from the existing article to the article she is creating. After she copies the sections, she clicks Done to return to the article she is creating.

  5. After she updates the content of the article, she updates information in Article Metadata on the right pane of the Create Knowledge page. She can define a primary and other additional values for few metadata fields such as, Site, Organization, and Department.


    Depending on the primary company, only one of the value belonging to that primary company can be set as primary for the specific metadata attribute. If you change the primary company, the selected primary value automatically ceases to be primary. You can select any value belonging to the new primary company and mark it as primary.

  6. (Optional) She clicks the +Add New link in the Attachments section to attach files.

  7. (Optional) She clicks the +Add New link in the Related Items section to add related knowledge articles.

  8. After she has entered all the required information, she clicks Submit Changes to save the article.

After creating the article, it will go through the regular article life cycle.

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.