Creating Knowledge
Creating knowledge is the act of saving information at CITSmart using the Knowledge Management functionality. At this point, you will interact with the interface and its applications.
Note that to perform any action, it is necessary to have appropriate permissions, therefore, your view is limited to the type of profile created.
Before getting started
Before creating knowledge, it is necessary:
To create folders and define access permissions. With this, you can organize the knowledge and allow an easy location when performing a search;
See Creating Access Profile;
To use the notification features, it is necessary to configure the parameters:
82 and 83 (Knowledge Creation/Change);
84 (Deleting knowledge); and
78 and 456 (Expiration of knowledge).
See the documents about Configuring E-mail Template and Parametrization - Knowledge.
📌 IMPORTANT!
In the versions from 9.0.5.0, parameters 82 and 83 have the same function, so it is not necessary to configure these two parameters, just choose one of them.
This is because now it has been gathered in a key email template that contemplates all activities that go from creating to archiving knowledge. And what does it mean? In this new scenario, you will use an e-mail template that will contain several keys.
This template is already available in a clean installation, or if you already have an environment and are going to update it, you can use the e-mail keys in your templates that have already been used, so that they stay in the new standard. See the documents about Configuring E-mail Template and Knowledge Base E-mail Key Fields.
Knowledge Management
Access the functionality through the menu Processes > Knowledge Management > Knowledge Management;
Search and Filters
When accessing Knowledge Management, you will see the main knowledge management interface. In it you will find all the knowledge base registries, being able to perform several actions (depending on your permissions in the system), creating new knowledge, or editing an existing one.
To locate a knowledge base, you have the following filters:
Field | Description |
|---|---|
Title | Enter a term that refers to the name of the knowledge. |
Document Type | Select the type of information registered. |
Content | Enter a brief part of the knowledge, you can enter a word or a short sentence. |
View by | Select a criterion that references the actions you are allowed. |
Situation | Select a criterion that matches the knowledge status. |
Category | Select a criterion that matches the knowledge category. |
Folder | Select the folder where the knowledge was created. |
Creation Date | Filter the results by the creation date. |
💡 Tip: For the Selection fields - Other items can be created, as required by the business.
The Interface of Knowledge Management
Create Knowledge
The main activity of the knowledge base management is the registration of information in CITSmart to later enable its management. Let's access the registration interface and learn about its functions.
Click on the "Options" button, located on the bottom right side of the screen, then click on "Add new knowledge";
The knowledge base registration/management interface has the following functionalities:
- Tabs when creating a Knowledge
Order (tabs) | Tab | Description |
|---|---|---|
1 | Register | A form containing the fields for registration of knowledge bases |
2 | Related Document | It allows linking an existing knowledge to the document being created |
3 | Event Category Occurrence | It allows linking an event category (Event Management) |
4 | Interested Parties | Enables parties (users or groups) to be notified when knowledge is updated |
5 | Notifications | Alternative to sending notifications to interested parties |
- Tabs when editing a Knowledge (add to the previous ones)
Order (tabs) | Tab | Description |
|---|---|---|
1 | Register | Previously described |
2 | Comments | Any important information to the knowledge management (not visible to end-users) |
3 | History | Knowledge change lifecycle, having details of what was changed and who made the change |
4 | Related document | Previously described |
5 | Configuration item | Relationship of knowledge with CMDB's configuration items (e.g.: user manual, tutorials, others) |
6 | Event category occurrence | Previously described |
7 | Interested parties | Previously described |
8 | Notifications | Previously described |
9 | Versions (only with active versioning) | It presents all versions of the document |
🖊 Note: Note that the "Comments", "History", "Configuration Item" and "Versions" tabs only appear after the information is registered, as they are related to the knowledge management process. All actions taken from creation to closure are recorded in the history, serving as Audit.
Registration Data
In the "Registration" tab, a form will be presented containing the fields for identification, treatment, and control of the knowledge.
*All fields tagged with (*) must be completed (required). The field are used for create a composition of information and enforce data quality guideliness used by platform.
Field | Description | Example |
|---|---|---|
*Title | Name of the knowledge | User Manual |
Version | Current version of the document being edited | |
*Document Type | The category that defines the type of document - there may be more (or less) options in this list (check Active Domains) | Document FAQ Known Error |
Source/Reference | Inform the source/reference of the knowledge | Development |
Category | Optional field to inform the ca | Critical, Rare, Owner |
Folder | Place where the knowledge will be saved | Approval |
*Origin | Trigger for the creation of a Knowledge | Knowledge |
Reviewed? | By default, this field will be marked as No, and if the information has been verified the user who reviewed it must mark it as Yes. | Yes or No |
Situation (automatic) | Knowledge lifecycle status | In drawing/ Archived/ |
*Expiration Date | Date when the knowledge becomes obsolete | 31/12/2030 |
Observation | A description of the knowledge | User manual to assist in creating documentation |
Author | Creator of the Knowledge | John Doe |
Publisher | The person responsible for publishing the Knowledge | John Smith |
Privacy | Information sensitivity: Confidential (only the author of the knowledge and the folder administrator will have access to the knowledge), Internal (only people who have permission in the folder will have access to knowledge), and Public (internal/external) (everyone will have access to knowledge, even those who do not have permission in the folder) | Public(internal) |
Creation Date (automatic) | The day when Knowledge was created | 02/01/2020 |
Publication Date (automatic) | The day when Knowledge was published | 02/01/2020 |
Tags | Words (or set of words) used to help the search engine | user-manual |
*Content | Content of the knowledge that will be made available on the Portal here must contain all the information and media related to the document | "Lorem ipsum dolor sit amet, consectetur adipiscing elit..." |
Attachment | Files related to the Knowledge | user-manual.pdf |
Copyright | Indication if the knowledge has copyright | Yes |
Legislation | Indication if knowledge is (or makes) part of some legislation | No |
Availability Management | If the knowledge contributes to the Availability Management process | Yes |
Action | Knowledge management flow activity (e.g.: if the knowledge status is "In drawing" the possible action is "Send for review") | Send for review |
The * on the fields marks a required field. The system will not allow the registration of new knowledge without completing these fields.
🖊 Note: If the Reviewed field is disabled (gray color), it means the knowledge has not been yet verified. If the Reviewed field is enabled, it means that it has been verified.
✅ Rule: All altered knowledge will go through an approval flow (controlled by the change or service request).
⚠️ Attention!
If the option for known error is selected in the "document type" field, the system will present a field to define to which environment this knowledge should be linked (production or development).
📌 IMPORTANT!
Set the "Origin" field to indicate where you are creating the knowledge, which can be used to be linked in another process.
Knowledge Content
You have an editor WYSIWYG to work with the HTML content of your document. In it, you can insert and edit the text, and you can also insert images, videos, hyperlinks, and others.
- To add a link (hyperlink) to the knowledge content, in order to access an external link, select a word or phrase and click on the "Insert/Edit link" button (the chain icon), complete the fields, and click on "OK";
- To add an image to the knowledge content, click on the "Image" button (the landscape icon) or copy and paste the image saved to a file on your computer;
- To add a video, click on the "Insert a video" button:
- The Server video tab allows inserting a video that is located on the video server or on the computer;
- The Embedded tab allows inserting YouTube videos. When accessing the video, right-click and select "Copy embed code".
Known Errors Review
Before getting started
It is necessary to have a known error registered in the knowledge database;
It is also necessary to configure the following parameters:
492: - Inform the time (minutes) to the verification of the expiration of Known Errors in the knowledge base;
493: Inform the ID of the Group that will be notified after the expiration date;
494: Inform the template ID of the email that will be sent to the group.
Procedure
- In order for the system to correctly send alerts about expiration of Known Errors, the parameters above must be created and properly configured.
- After the configuration, it is possible that the system already has a list of known errors to be reviewed, therefore caution is advised.
- After configuring the parameters, the system should send an email to the selected group every time the amount of time inserted in parameter 492 has passed.
Interested Parties
The interested parties tab is used to share information with internal and external users, notifying the selected parties when the knowledge situation changes.
Saving and Versioning
When creating a knowledge, CITSmart will always establish version "1.0" and, when changing a document, the operator can indicate whether the change should be Versioned or not and also if previous versions must be archived.
✅ Rule: The tool will inform you, in a pop-up, if there already exists a document in the Knowledge Base equal to the article you are creating.
Tips
⚠️ Attention!
Pay attention when using "Public" privacy, as there is a risk of making documents inappropriately available. This scenario disregards the access profile configuration and releases document access for all users.
💭 Did you know?
The end-user can propose new Documents/Knowledge on the floating button of the Knowledge Portal. The Document is saved in the folder indicated by parameter 313 of the system. The knowledge Manager searches for unpublished documents or in the indicated folder and, as the approval progresses, the document will gain other statuses.The platform allows the manager or another user that holds the permission/role to approve or not a specific article in the Knowledge Base.
The platform is integrated with Knowledge Management and CMDB, where it is possible to get and share knowledge assets, linking them with a specific item.
