A knowledge article is a piece of information which can be used to clarify a subject.
You use knowledge articles as follows:
Search knowledge articles for solutions to messages.
Create knowledge articles to provide solutions to similar messages.
Search in messages for knowledge articles, and display them in a preview, to assign the most appropriate one.
The preview depends on the configuration of the SAP Solution Manager.
For more information, see the configuration of Incident, Problem and Request Management (transaction SOLMAN_SETUP) in the step
, in the activity Activate Switch for ITSM.Assign knowledge articles to messages, to give the reporter and processors information to help to resolve the message.
Depending on authorization and settings, the reporter opens the knowledge article, or the system shows the knowledge article information in the message.
Note
The WebClient UI supports searching in knowledge articles, not in the solution database. Create new solutions in knowledge articles.
As software partner, you can publish notes in the SAP Service Marketplace.
For more information, see Creating Partner Notes in the SAP Service Marketplace.
In the navigation bar, choose
.You go to the Knowledge Article dialog box.
Enter the knowledge article information.
Set the status Published to make the knowledge article available in the system.
You can assign knowledge article to messages in various ways:
Navigation path in the message |
Function |
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|
Proposes knowledge articles, independently of the data in the message. |
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Opens the search help, to find a knowledge article and show the preview. |
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Opens the search help, to find a knowledge article and show the preview. |
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Proposes knowledge articles, independently of the data in the message. |
For more information about creating knowledge articles, see the SAP Library for SAP Customer Relationship Management in the SAP Help Portal, under
.