After a knowledge base request is submitted, a knowledge base editor reviews the request and accepts or rejects it. The editor can categorize the entry and edit it to improve usability.
To prevent the addition of duplicate entries, ServiceDesk can determine if similar entries already exist and display the duplicates to the editor.
This task is a step in the process for creating a knowledge base entry.
See Processing requests for knowledge base entries.
Whether the request is accepted or rejected, a task is created for the knowledge base reviewer to review it and take final action.
See Reviewing a knowledge base entry for final resolution.
To review a knowledge base request
In the Process Manager portal, click My Task List.
On the My Task List page, under Tasks Viewer, under Project Name, expand SD.KBSubmission.
In the list of tasks, find and open a request that has the status Review Proposed KB Article.
On the ticket's Process View page, under My Actions, click Review KB Request.
If the request's title or content matches that of an existing entry, in the Possible Duplicate Entries dialog box, click the View link.
If the request is a duplicate, follow the steps in To designate a duplicate knowledge base entry.
Close the article's view page.
In the Possible Duplicate Entries dialog box, click Continue.
In the Create KB Article dialog box, review the entry submission, and then take one of the following actions:
To reject the request
Follow the steps in To reject a knowledge base request.
To accept the request
Follow the steps in To accept a knowledge base request.
To designate a duplicate knowledge base entry
Close the duplicate article's view page..
In the Possible Duplicate Entries dialog box, click Duplicate.
In the Reason for Closing this Request dialog box, provide a reason for rejecting the entry, and then click Submit
In the Thank You dialog box, click Close.
When you are returned to the task's Process View page, you can close it.
To reject a knowledge base request
In the Create KB Article dialog box, click Reject Submission.
In the Close Request dialog box, provide a reason for rejecting the entry, and then click Submit.
To accept a knowledge base request
In the Create KB Article dialog box, categorize and enter additional information about the knowledge base entry.
See Create KB Article dialog box.
When you are satisfied with the information, click Preview.
In the Preview Post dialog box, review the entry in its final format, and then click Submit.
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