Adding Knowledge - How do I?

Answers

• Options

  merlenette_jones Member Advanced IT Monkey ✭✭✭

  June 2017 Answer ✓

  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

  5
• Options

  Dakota_Green Member Advanced IT Monkey ✭✭✭

  June 2017

  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!
  

  0
• Options

  Sandy_Wood Customer IT Monkey ✭

  June 2017

  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?

  0
• Options

  merlenette_jones Member Advanced IT Monkey ✭✭✭

  June 2017 Answer ✓

  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

  6
• Options

  Sandy_Wood Customer IT Monkey ✭

  June 2017

  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?

  
  

  0
• Options

  merlenette_jones Member Advanced IT Monkey ✭✭✭

  June 2017

  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

  0
• Options

  Sandy_Wood Customer IT Monkey ✭

  June 2017

  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.

  0
• Options

  merlenette_jones Member Advanced IT Monkey ✭✭✭

  June 2017 Answer ✓

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

  5
• Options

  Sandy_Wood Customer IT Monkey ✭

  June 2017

  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 ?

  0
• Options

  merlenette_jones Member Advanced IT Monkey ✭✭✭

  June 2017

  
  Yes you should have that option
  

  0
• Options

  Sandy_Wood Customer IT Monkey ✭

  June 2017

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

  0
• Options

  merlenette_jones Member Advanced IT Monkey ✭✭✭

  June 2017 Answer ✓

  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

  5
• Options

  Sandy_Wood Customer IT Monkey ✭

  June 2017

  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!

  0
• Options

  merlenette_jones Member Advanced IT Monkey ✭✭✭

  June 2017

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

  0