Knowledge Management › Work with Forums › Create a New Forum › Attributes Tab

Attributes Tab

Use the Attributes tab to verify or modify the following:

Initiator

Displays the name of the contact who created the forum. Click the name to open the Detail window for the contact. This field is read-only.

Assignee

Displays the Contact Search page. Use this to assign a contact to the forum for the duration of the current approval process task.

Creation Date

Displays the date and time at which the forum was created. This field is read-only.

Disregard Life-Cycle Policies

Ignores your organization's life-cycle policies.

FAQ Rating

Displays the forum's current FAQ rating, which the product calculates from the frequency at which a forum is accessed, how helpful it has been to users, and its age. This field is read-only.

Hits

Displays the number of times the forum has been accessed. This field is read-only.

Self-Service Count

Specifies the number of times that the forum 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.

Average Rating

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 forum response ratings divided by the total number of votes.

User Votes

Specifies the total number of votes for the forum. Submission of the forum's Solution Survey is considered a vote.

Priority

Specifies the priority to associate with the forum, indicating the urgency of problems the document is meant to resolve. Valid values are 1, 2, 3, 4, 5, and None.

Severity

Specifies the level of effect that the problem the forum is meant to resolve may have on users. Valid values are 1, 2, 3, 4, and 5.

Impact

Specifies the level of impact that you expect the forum to have on work being performed. Valid values are 1, 2, 3, 4, 5, or None.

Urgency

Specifies the importance level of the user tasks associated with the forum. Valid values are 1, 2, 3, 4, and 5.

Product

Defines a product to associate with the forum by opening the Product Search dialog so you can locate and select a product.

Configuration Item

Opens the Configuration Item Search page. Use this to define a configuration item (hardware, software, or service) to associate with the forum.

Root Cause

Opens the Root Cause Selection page. Use this to define a root cause or core reason to associate with the forum.

Solution Count

Displays the number of tickets resolved by the forum. This field is read-only.

Parent Problem/Incident/Request

Defines an associated parent problem, incident, or request record.

Parent Issue

Defines an associated parent issue record.

Problem

Defines a problem linked to this forum.

Click Save when you are finished.