{"id":90355,"date":"2015-02-28T09:38:01","date_gmt":"2015-02-28T14:38:01","guid":{"rendered":"http:\/\/www.bu.edu\/tech\/?page_id=90355"},"modified":"2015-02-28T11:29:20","modified_gmt":"2015-02-28T16:29:20","slug":"posting-knowledge","status":"publish","type":"page","link":"https:\/\/www.bu.edu\/tech\/about\/service\/problem-management\/managing-problem-tickets\/posting-knowledge\/","title":{"rendered":"Posting Knowledge"},"content":{"rendered":"<h3>Posting Knowledge<\/h3>\n<p>The posting of knowledge is one of the most critical steps in dealing with a Problem. \u00a0The sooner information can be disseminated to the Service Desk, the more easily any additional incidents related to this problem can be handled. In our implementation of Problem Management we have established an automatic process with which to publish and update knowledge articles directly from the Problem itself.<\/p>\n<h4>Posting Knowledge<\/h4>\n<p>Once a Problem has been created\u00a0the Incident Coordinator should:<\/p>\n<ul>\n<li>Ensure that the Workaround field is updated\n<ul>\n<li>The Incident Resolution may have workaround details. This information is captured in the Problem Activity Log as soon as the Problem is created.<\/li>\n<\/ul>\n<\/li>\n<li>Ensure that the Problem Description is updated<\/li>\n<li>Click &#8220;Post Knowledge&#8221; related link<\/li>\n<\/ul>\n<div id=\"attachment90383\" style=\"width: 646px\" class=\"wp-caption alignleft\"><a href=\"\/tech\/files\/2015\/02\/Post-Knowledge-Link.png\"><img aria-describedby=\"caption-attachment90383\" loading=\"lazy\" src=\"\/tech\/files\/2015\/02\/Post-Knowledge-Link-636x444.png\" alt=\"Clicking this related link will automatically publish a Knowledge Article\" width=\"636\" height=\"444\" class=\"size-medium wp-image-90383\" srcset=\"https:\/\/www.bu.edu\/tech\/files\/2015\/02\/Post-Knowledge-Link-636x444.png 636w, https:\/\/www.bu.edu\/tech\/files\/2015\/02\/Post-Knowledge-Link.png 700w\" sizes=\"(max-width: 636px) 100vw, 636px\" \/><\/a><p id=\"caption-attachment90383\" class=\"wp-caption-text\">Clicking this related link will automatically publish a Knowledge Article<\/p><\/div>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>The Posting Knowledge link will:<\/p>\n<ul>\n<li>Automatically publish a Knowledge Article with the following Problem details:\n<ul>\n<li>Workflow state = Published<\/li>\n<li>Topic = Known Error<\/li>\n<li>Source = Problem #<\/li>\n<li>Author = user posting the knowledge<\/li>\n<li>Text = a combination of the following\n<ul>\n<li>Description<\/li>\n<li>Workaround<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<li>Add the KB article # to the Problem record\n<ul>\n<li>Users can hover over the reference icon on the Problem form to view the KB article<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<h4>Updating Knowledge<\/h4>\n<p>As more information is known, or changed, any user can update the Problem record. Any changes to the following fields will result in an update to the KB article:<\/p>\n<ul>\n<li>Description<\/li>\n<li>Workaround<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Posting Knowledge The posting of knowledge is one of the most critical steps in dealing with a Problem. \u00a0The sooner information can be disseminated to the Service Desk, the more easily any additional incidents related to this problem can be handled. In our implementation of Problem Management we have established an automatic process with which&#8230;<\/p>\n","protected":false},"author":6721,"featured_media":0,"parent":90342,"menu_order":1,"comment_status":"closed","ping_status":"closed","template":"","meta":[],"_links":{"self":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/90355"}],"collection":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/users\/6721"}],"replies":[{"embeddable":true,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/comments?post=90355"}],"version-history":[{"count":3,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/90355\/revisions"}],"predecessor-version":[{"id":90384,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/90355\/revisions\/90384"}],"up":[{"embeddable":true,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/90342"}],"wp:attachment":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/media?parent=90355"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}