You can use the following procedure to create a knowledge article in System Center Service Manager 2012. This procedure describes how to create a new knowledge article to help users obtain the latest service pack for Windows Vista. However, you can follow these steps to create any type of knowledge article.
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To view external content in knowledge articles, the computer on which the Service Manager console is installed must be connected to the Internet, either directly or through a proxy server. |
To create a knowledge article
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In the Service Manager console, click Library.
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In the Library pane, expand Knowledge, and then click All Knowledge Articles.
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In the Tasks pane, under Knowledge, click Create Knowledge Article.
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In the form that appears, on the General tab, in the Knowledge article information area, follow these steps:
- In the Title box, type a title for the knowledge
article. For example, type How to obtain Windows Vista Service
Pack 2.
- In the description box, type a description for the article. For
example, type You can use this article to help understand this
problem and to correct the problem yourself.
- In the Title box, type a title for the knowledge
article. For example, type How to obtain Windows Vista Service
Pack 2.
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In the Knowledge form, expand the Classification area, and then follow these steps:
- In the Keywords box, type classification keywords that
you can later search, separated by semi-colons. For example, type
Windows Vista; Service; Pack; 2.
- In the Knowledge Article Owner box, browse for and then
select an owner for the knowledge article. For example, select
Phil Gibbons.
- In the Category list, select an applicable category. For
example, select Software.
- In the Keywords box, type classification keywords that
you can later search, separated by semi-colons. For example, type
Windows Vista; Service; Pack; 2.
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Expand the External Content area. In the URL box, type the Web address if the information source of the article is known. For example, type http://support.microsoft.com/kb/935791.
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Expand Internal Content. In the box, type or paste information about how the user can apply information from the External Content box to fix a problem that is specific to your organization. For example, type Visit the URL to read about how to download the latest service pack for Windows Vista.
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Click OK to save the new knowledge article.
To validate the knowledge article was created
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Verify that the new knowledge article appears in the All Knowledge Articles pane.