3.3 Knowledge

All users can take advantage of knowledge articles containing accumulated insights and expertise gained through the processes of failure response and inquiry handling.
You can categorize knowledge articles and rate those articles in terms of usefulness, so you can take advantage of those categories and rating scores when performing a search.
To create, edit, or delete knowledge articles or categories or to configure publishing options, you must use [FAQ] in the ITSM application. For details, see “[FAQ] > [New]”, “[FAQ] > FAQ Zoom screen”, and “[FAQ] > [Category Management]” in “JP1 Cloud Service/Operations Integration User’s Guide (ITSM Operation Manual)”.
You can also search knowledge articles from the service portal. For details, see “Knowledge management”.

You can move directly to the [Home] window, the [Knowledge Article List] window, or the [Knowledge Article] window by entering one of the URLs shown below in the address bar, as well as by performing an on-screen operation. In order to acquire the URL of a knowledge article window, you can open the target window and copy the URL in the address bar.

[Home] window: URL-of-Ops-I/sys_knowledge/knowledge_article/home
[Knowledge Article List] window: URL-of-Ops-I/sys_knowledge/knowledge_article/home/article_list
[Knowledge Article] window: URL-of-Ops-I/sys_knowledge/knowledge_article/home/article_list/article/{id}

TipsTips
If you want to search for or view one knowledge article while looking at another window such as the Ticket Zoom window, keep two windows open at the same time.

(1) [Home] window

In the [Home] window, you can search knowledge articles by character string or category.
After you perform a search, the [Knowledge Article List] window appears and displays a list of knowledge articles matching the conditions. To specify more detailed search conditions, set "Filter Conditions" in the [Knowledge Article List] window.

Details on the [Home] window are as follows.

(Table) Components of the [Home] window

Component Description
Search for knowledge articles Clicking "Search" activates a search for knowledge articles containing a character string entered in "Full-Text Search".
When searching with multiple keywords, separating the keywords with a half-width space will be treated as an AND condition. The keywords are case-insensitive. If a character string including single-byte spaces is enclosed by double quotation marks, the character string is handled as one keyword.
Search by category The registered level-1 category will appear.
Clicking the category activates a search for knowledge articles for which the category is specified.

NoteNote:

The [Home] window can display a maximum of 100 level-1 categories. The window displays categories accessible to the logged-in user in chronological order of dates created.
If 101 or more categories are registered, you cannot perform operations on categories that are not displayed in the [Home] window.
If you want to search for knowledge articles in categories that are not displayed, use a full-text search or perform a search in the [Knowledge Article List] window.



(2) [Knowledge Article List] window

The [Knowledge Article List] window displays a list of knowledge articles matching the conditions.
In its initial state, the search conditions used in the [Home] window are set to [Filter Conditions]. In addition, a list of knowledge articles matching the conditions is displayed.

(Figure) [Knowledge Article List] window (Figure) [Knowledge Article List] window (Figure) [Knowledge Article List] window

Details on the [Knowledge Article List] window are as follows.

(Table) Components of the [Knowledge Article List] window

Component Description
① Filter Conditions You can narrow down knowledge articles by using both filtering conditions and categories.
"Knowledge Article List" displays knowledge articles meeting all the filtering conditions and belonging to any of the specified categories. For filtering, the following logical expression is used:
([filtering-condition-1] AND [filtering-condition-2] AND …) AND ([category-A] OR [category-B] OR …)
  • Apply button:
    Clicking this button activates a search for knowledge articles based on the the conditions specified in "Add Filter" and "Category". This button will be activated when you specify filtering conditions that are different from those being displayed in the list of knowledge articles.
  • Clear button:
    Clicking this button clears the items added from "Add Filter". All the categories will be deselected.
  • Add Filter*:
    Clicking the Triangle icon adds filter items. Items selected in the checkboxes will be specified as conditions. Deselected items will be deleted when you click "Apply". Note that "Full Text" is displayed at all times.
  • Category:
    This displays categories accessible by the logged-in user.
    Items selected in the checkboxes will specified as conditions.
    Clicking the Triangle icon displays lower-level categories. Categories at the same level are displayed in the chronological order of dates created.
    For each category, you can change whether to select or clear items. Upper-level categories and lower-level categories are not affected. If you select a category in the [Home] window and move to the [Knowledge Article List] window, all the categories lower than the selected categories are checked.
② Knowledge articles list This list displays knowledge articles matching the conditions in "Filter Conditions". The following information is displayed in knowledge articles:
  • Title
  • Number of views
  • Rating
  • Difference between the current time and the date/time of update
In the initial state, 10 knowledge articles are displayed. To add articles to be displayed, click "Show More".
If no knowledge article matches the conditions, the message "No knowledge articles found." is displayed.
③ Sort By using the drop-down list, you can change the order of knowledge articles in the knowledge articles list. The choices are as follows:
  • In reverse chronological order of date and time of update
  • In order from highest rating to lowest rating
  • In order from the largest number of views to the lowest number of views
④ Show More Clicking this displays an additional 10 knowledge articles. In the following situations, "Show More" is not displayed:
  • All knowledge articles are displayed.
  • No knowledge article matches the conditions.
⑤ Number of displayed articles The number of currently displayed articles is indicated in the following format:
number-of-displayed-articles: number-of-currently-displayed-articles / number-of-articles-matching-the-conditions

In the following situations, the number of displayed articles is not indicated:
  • All knowledge articles are displayed.
  • No knowledge article matches the conditions.
*You can add the following filter items:
  • Title
  • Keywords
  • Symptom
  • Problem
  • Solution
  • Language
  • Created On
  • Updated On
  • Rating
  • Views


(3) [Knowledge Article] window

The [Knowledge Article] window displays detailed information about knowledge articles.
You can also access this window directly from a link pasted on a work note, related link, or similar item on the [Ticket Zoom] window.

Details on the [Knowledge Article] window are as follows.

(Table) Components of the [Knowledge Article] window

Component Description
Title The title of the FAQ article in the ITSM application is displayed.
Symptom* The symptom in the FAQ article in the ITSM application is displayed.
Details The following information is displayed:
  • ID: The ID of the knowledge article
  • Category: The category for the FAQ article in the ITSM application
  • Keywords: The keyword of the FAQ article in the ITSM application
  • Language: The language of the FAQ article in the ITSM application
  • Views: The number of times the article was viewed
  • Rating: The average rating score
  • Votes: The number of rating votes
  • Created On: The date and time when the article was created
  • Updated On: The date and time when the article was updated
Problem* The problem in the FAQ article in the ITSM application is displayed.
Solution* The solution in the FAQ article in the ITSM application is displayed.
Attachments The name, the size, and the date and time of the file attachment attached to "Attachment" in the FAQ article in the ITSM application are displayed.
Clicking the file name downloads the file.
Rating Users who viewed a knowledge article can rate the usefulness of the article on a five-star scale. The more stars the article receives, the more useful it is considered.
Clicking the Star icon and then "Vote" applies the rating immediately to the knowledge article. You can change the rating score that you specified.
*If nothing is entered, the field is blank.