Concepts and Processes → Process Apps Overview → Service Request Process Apps → Knowledge Management
Serena Service Manager integrates with the Knowledge Management application, which is included with the Serena Request Center solution. This section describes how to use Knowledge Management independently as well as with Serena Service Manager.
Serena Request Center includes Knowledge Center for managing knowledge base articles and announcements. The Knowledge Management application allows you to manage the submission of new articles, specify whether articles are public or private, monitor changes to existing articles, and manage article templates.
After an article is published, the Knowledge Management item is closed and the content is copied to Knowledge Center, where the material becomes available to users. Users can comment on and rate an article; the comments and ratings are stored in Knowledge Center.
Urgent announcements are displayed in the banner bar of Request Center.
When users start to submit general service requests into Request Center or incidents into the Serena Service Manager Incident Management application, a keyword search of Knowledge Center is performed. Links to related articles are displayed. If one of the articles addresses the issue, users can click a button to submit and then immediately resolve their request or incident.
The content of published articles cannot be edited directly in Knowledge Center. Instead, a new item is submitted into Knowledge Management using the Update this item link on the published article. The new item must proceed through the Knowledge Management workflow. When the change is published, the updated content replaces the existing content in Knowledge Center, while the comments and ratings remain unchanged.
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