Concepts and Processes → Service Request Center Overview → About SRC → Knowledge Center → Managing Knowledge Center Articles → Creating Announcements and Articles
Knowledge Center articles and announcements are created in the Knowledge Management process app. You can:
Administrators can import articles from a spreadsheet. This provides a way to quickly populate the Knowledge Center with articles from another system.For details, refer to Importing Articles.
If you use Service Support Manager, you can also use one of these methods to create Knowledge Center articles:
With the exception of importing articles, these tasks are performed in Work Center.
Regardless of the origination point, articles are submitted into the Knowledge Management Articles project. The articles are assigned to contributors, who add content to the article. Contributors can save the articles as drafts so they can work on them later.
Article metadata is added on the Details tab. The following information can be added as metadata.
You can create custom article templates and associate them with article types. For details, refer to Creating Article Templates.
You can assign article to a particular category when they are created or modified. This allows Knowledge Center users can filter articles based on categories, which makes it easier to find articles.
For details on modifying categories, refer to Managing Categories.
By default, articles have public visibility, which means that all SBM users can see them in SRC.
To make an article private, select Private in the Article Visibility field, and then select a group in the Visibility Group field. Only users and groups that are assigned to that visibility group can see the article on the Knowledge tab.
For details on visibility groups, refer to Assigning Knowledge Center Privileges.
You can define how long an article is available to users in Knowledge Center by selecting the Article Duration. Does not expire means that you define when the article becomes active in Knowledge Center; the article will not be removed automatically at a specific date. Expires allows you define both the Start Date and Expiration Date for when the article will be available in Knowledge Center.
For example, you may be performing maintenance on your e-mail server this weekend, and you want to inform your users that the services will be offline from noon to midnight on Saturday. You would set expiration date and time at the end of the Saturday. The announcement will no longer appear in Knowledge Center after the expiration date.
Users who have the privilege to submit articles can view expired articles by selecting Include Expired articles in SRC.
When a user performs a Knowledge search in SRC, the search is performed against all words in the content, title, and summary of the article. You can type additional keywords that you anticipate users will use to search in the Keywords field.
The words in these fields are also used for the item match search that is performed when a user submits an item.
Article templates and content are added on the Content tab.
Click this link to load an article template associated with the specified article type. The article template includes sample data and headings to assist in completing the different sections according to company standards.
For details on creating article templates, refer to Creating Article Templates.
Click this link to show or hide label text in the article.
Click this button to add template content to the article.
If your template contains multiple sections, use the Select sections to Copy drop-down list to the sections to copy template content from.
Add content by placing your cursor in each section and adding the text. The HTML editor opens, allowing you to apply formatting to the text and insert links or images.
If you are using an older version of the Knowledge Management process app that does not have the Public Attachments field, refer to solution S142261 for details on manually adding this field.
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