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Use the Administration Tab

Administrator roles and knowledge managers can use the Administration Tab to configure and manage the system environment.

Note: Some administrator roles only have access to administrative features, not to features on any other tabs. In that case, the administrative features appear beneath the Administration node at the top of the navigation pane on the left-hand side of the page.

Depending on your role, from the Administration tab you can perform some or all of the following tasks:

• Establish rules for periodically archiving or purging out-dated requests, change orders, issues, surveys, contacts, and so on
• Manage events and macros
• Manage document statuses, tasks, templates, and settings
• Manage document options related to comments, submitting knowledge, and so on
• Create templates to control how documents display information
• Manage noise words, special terms, and synonyms used to perform keyword and national language searches
• Manage the knowledge category structure to make document access easier
• Set up the Knowledge Report Card, general system settings, and settings for filtering, parsing, and searching the knowledge base
• Manage integration of Knowledge Management
• Manage customer and analyst notifications of ticket and document activity
• Manage options for configuring the environment
• Manage security, including access types, contacts, and data partitions
• Manage components
• Manage web service policies and error types

You can browse the Administration pane, the left pane on the Administration Tab, to view the categories of items you can manage. Different categories allow you to manage various aspects of the environment. Expand a category or subcategory and view its subcategories. When you select a category, all items in that category display in the list pane, from which you can select an item to view or edit.

To search for items within a category, select the category. In the list pane, click Show Filter. Complete one or more of the search entry fields and click Search. The list pane populates with all items that match your search criteria.

For more information on using the Administration Tab menus, see Use the Menus on the Administration Tab.