In the Document Editor, you can use the Attributes tab to set properties of a knowledge document that define ownership, scheduling, approval process, layout, associations, and so on.
Note: You must have write access to a document to set its attributes.
Note: If the Priority Calculation is set up and a user opens a ticket on the Knowledge Document, the Priority, Urgency, and Impact fields on the Attributes tab automatically appear on the ticket.
The tab contains the following fields:
(Read-only) Displays the name of the contact who created the document. You can click the name to open the Detail window for the contact.
Defines the name (in "last name, first name" format) of the contact to whom the document is assigned for the duration of the current approval process task. You can enter the name of the contact in "last name, first name" format or click the magnifier to open the Contact Search dialog so you can locate and select a contact.
Defines the name (in "last name, first name" format) of the contact with responsibility for the document content. You can enter the name of the contact in "last name, first name" format or click the magnifier to open the Contact Search dialog so you can locate and select a contact.
Defines the name (in "last name, first name" format) of the contact assigned to maintain the document. Enter the name of the contact in "last name, first name" format or click the magnifier to open the Contact Search dialog so you can locate and select a contact.
A document can have the same or a different owner in each stage of the approval process. All analysts with write access to a document can modify it, even if they do not own it.
Note: If a guest user or customer submits a document using the Submit Knowledge feature, the document has no owner.
Defines the name (in "last name, first name" format) of a contact with expertise in the subject matter of the document. Enter the name of the contact in "last name, first name" format or click the magnifier to open the Contact Search dialog so you can locate and select a contact.
(Read-only) Displays the date and time at which the document was created.
(Read-only) Displays the date and time at which changes to the document were last saved.
(Read-only) Displays the date and time at which the document was published. If the document has not been published, the field is blank.
(Read-only) Displays the date and time at which the document was last accepted as the solution to a ticket. If the document has not been accepted, the field is blank.
Defines the date (in mm/dd/yyyy format) on which to make the document available in Search Tools. You can click the calendar icon to open the Date Helper window so you can select a date.
Note: A document can only become available on the Search Tools window when it is published and reaches its start date. For example, if you publish a document on March 1 with a start date of March 8, the document does not become available on the Search Tools window until March 8. If you publish a document with no start date specified, it immediately becomes available on the Search Tools window. The date format in Knowledge Management should match the date format you have set up on your Windows operating system.
Defines the date (in mm/dd/yyyy format) on which the product removes the document from the knowledge base and the Search Tools window. After the specified date, the document is available from the Administration tab to users with the appropriate permissions. You can click the calendar icon to open the Date Helper window so you can select a date.
Note: The date format in Knowledge Management should match the date format you have set up on your Windows operating system.
Defines the date on which the document should next be reviewed. Click the calendar icon to open the Date Helper window so you can select a date.
Note: The date format in Knowledge Management should match the date format you have set up on your Windows operating system.
Ignores the lifecycle policies in your organization.
(Required) Specifies an approval process template to associate with the document. The approval process template specifies the tasks in the document lifecycle. You can choose the default template provided with the product or a user-defined template. If left empty, it is set to the default template used in your knowledge environment.
Note: For knowledge managers, knowledge engineers, and system administrators: The access types that can select an approval process template during the first task (typically Create Knowledge Document) are selected on the Knowledge tab Access Type window. In subsequent stages of the approval process, the Approval Process Template box is read-only and displays the name of the template selected for the document.
Specifies the approval process priority to associate with the document. Valid values include <empty>, Low, Normal, High, and Emergency.
Default: Normal.
Defines an ID for the document to use as an alternative to the product-defined ID.
(Read-only) Displays the current document FAQ rating, which the product calculates from the frequency at which a document is accessed, how helpful it has been to users, and its age.
(Read-only) Displays the number of times the document has been accessed.
(Read-only) Specifies the number of times that the knowledge document was used to solve a problem. It is a count of the number of times the customer responded with Yes to the question “Did this document solve your problem? “ in the document Solution Survey.
(Read-only) Specifies an average rating value. Each rating response (very helpful, somewhat helpful, and not helpful at all) has an assigned numeric value. The average rating is the total of the document response ratings divided by the total number of votes.
(Read-only) Specifies the total number of votes for the document. Submitting a Solution Survey is considered a vote.
Specifies the priority to associate with the document, indicating the urgency of problems the document is meant to resolve.
Specifies the level of effect that the problem the document is meant to resolve may have on users.
Specifies the level of impact that you expect the document to have on work being performed.
Specifies the importance level of the user tasks associated with the document.
Defines a product to associate with the document. Enter the name of the product or click the magnifier to open the Product Search dialog so you can locate and select a product.
Defines the name of a configuration item (hardware, software, or service) to associate with the document. Enter the name of the configuration item or click the magnifier to open the Configuration Item Search dialog so you can locate and select an asset.
Defines a root cause or core reason to associate with the document. Enter a root cause or click to open the Root Cause Selection window so you can locate and select a root cause.
(Read-only) Displays the number of tickets resolved by the document.
Defines an associated parent request record.
Defines an associated parent issue record.
Defines a problem linked to this document.
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