Complete Instructions for Knowledge Articles RRS feed

  • Question

  • Are there any clear instructions published for SCSM 2012 and how to correctly fill in all the fields of a Knowledge Article?  I was looking through the SC2012-ServiceMgr_Administrator.docx file in the KB section, but it doesn't cover the differences between Internal/External/Analyst/Feedback/etc.
    Tuesday, February 19, 2013 11:19 PM


  • I expect this is what you've already found:

    I actually don't work with KBs very much at all, but internal content can be seen by end users on the portal, external content can be a URL to an external website and Analyst content is only seen by analysts. So, for a given problem, you could put a user level how-to-fix in internal. Then if that does not help and they log a call, an analyst can follow the advice in the analyst section.

    Rob Ford scsmnz.net
    Cireson www.cireson.com
    For a free SCSM 2012 Auto-Close app click here

    Wednesday, April 10, 2013 6:06 PM