Knowledge Center is the online interface into the Knowledge Management system available with Serena Request Center. Users access Knowledge Center by logging into Request Center and selecting the Knowledge tab.
Knowledge Center
enables users to perform the following actions:
- Search for articles within Knowledge Center by entering keywords in the search field on the Knowledge tab. Users can see all public articles; they can see private articles if they belong to a visibility group associated with the article.
- Sort the search results by most recent, top rated, most popular, or most commented. Best is based on cumulative ratings and Popular is the total number of views.
- Filter results based on category by selecting the category in the list.
- Group results by article category or type.
- Display a detailed view by clicking on the article's title.
- Add comments and rate the article in the detailed view by clicking
Add your own comment. Choose the number of stars
to give the article and enter any comments.
Note: Users are allowed only one comment and rating for each article. Subsequent comments will replace the original comment.
- View important IT announcements, such as possible outages. Similar to the other tabs, the announcements appear below the banner.
Note: Users with publish privileges can view expired articles and update
articles. Select
Include Expired to include expired articles in
your search results. To update articles, click
Update This Article in the detail view.
Both the Knowledge Center articles and announcements are managed with Knowledge Management. For more information, see Knowledge Management.
Both the Knowledge Center articles and announcements are managed with Knowledge Management. For more information, see the Serena Service Manager Getting Started Guide.