Adding Knowledge - How do I?

Sandy_Wood

Just installed Portal and can't see where to add Knowledge. I'm sure I'm missing something really simple!

merlenette_jones

Hello Sandy,

To add KB articles your user account will need to be apart of the group you defined as your KB managers. 

You will then navigate to the +new drawer in the lower right hand corner. There you should see the option to create a KB article

merlenette_jones

So it looks like the user rights were half generated. You should have a +new drawer in the bottom there because you are a part of the KB managers group. 

So lets do a hard reset on the user table:

First stop the Cache Builder service and then run the following commands against the ServiceManagement DB:

• TRUNCATE TABLE CI$User
• TRUNCATE TABLE CI$DomainGroup
• TRUNCATE TABLE LastModified
• Restart the IIS app pool
• Restart the website

Then restart the CacheBuilder service

Let me know if that brings things back online

merlenette_jones

Correct. To have that option you will want to be an Analyst

merlenette_jones

Well when you make a change in AD you have to resync the AD connector in SCSM. Run a sync again of your AD connector. Then do a hard reset again

First stop the Cache Builder service and then run the following commands against the ServiceManagement DB:

• TRUNCATE TABLE CI$User
• TRUNCATE TABLE CI$DomainGroup
• TRUNCATE TABLE LastModified
• Restart the IIS app pool
• Restart the website

Then restart the CacheBuilder service

Let me know if that brings things back online

merlenette_jones

Hello Sandy,

To add KB articles your user account will need to be apart of the group you defined as your KB managers. 

You will then navigate to the +new drawer in the lower right hand corner. There you should see the option to create a KB article

Dakota_Green

Hello Sandy,

As an Administrator or as a user that is a Knowledge Manager, you can create a Knowledge Base article by going to New (bottom left) - Knowledge Article - New Knowledge Article.

I hope this helps!

Sandy_Wood

I wasn't part of KB managers so I added myself to that group and logged back in. I'm still not seeing anything on the page. I'm a Domain Admin and am in the Administrators group in Service Manager. Should I be in the Analyst AD group I created?

merlenette_jones

So it looks like the user rights were half generated. You should have a +new drawer in the bottom there because you are a part of the KB managers group. 

So lets do a hard reset on the user table:

First stop the Cache Builder service and then run the following commands against the ServiceManagement DB:

• TRUNCATE TABLE CI$User
• TRUNCATE TABLE CI$DomainGroup
• TRUNCATE TABLE LastModified
• Restart the IIS app pool
• Restart the website

Then restart the CacheBuilder service

Let me know if that brings things back online

Sandy_Wood

That did it! I have a +NEW!

Do I need to add myself to the Analysts group I created or am I ok as an Admin?

merlenette_jones

That would depend on how you want that user account to have access. You could give your account access to all options by being an Analyst, Admin, and KB manager

Sandy_Wood

Thanks, I think I need to do that. I don't see the ability to create new Work Items so I'll add myself to the Analyst Group.

merlenette_jones

Correct. To have that option you will want to be an Analyst

Sandy_Wood

I see much more now as an Analyst. Config Items, Search and Active Work. Should I also have the ability to create Work Items when I click on +NEW ?

merlenette_jones

Yes you should have that option

Sandy_Wood

I only have Knowledge Article. Let me restart the App Pool and IIS and see if that makes a difference.

merlenette_jones

Well when you make a change in AD you have to resync the AD connector in SCSM. Run a sync again of your AD connector. Then do a hard reset again

First stop the Cache Builder service and then run the following commands against the ServiceManagement DB:

• TRUNCATE TABLE CI$User
• TRUNCATE TABLE CI$DomainGroup
• TRUNCATE TABLE LastModified
• Restart the IIS app pool
• Restart the website

Then restart the CacheBuilder service

Let me know if that brings things back online

Sandy_Wood

Thanks again. I'll keep that in mind. After restarting the App Pool and IIS, I now have all three options in +NEW.

Dang, I forgot about the SCSM AD Connector. I'm close to getting this down.

Thanks for your help and patience!

merlenette_jones

No worries. That's what I'm here for. Glad you're operational.