HP Service Manager Documentation: Knowledge Management

• Knowledge Management
  • What is Knowledge-Centered Support (KCS)?
  • Using Knowledge Management
    • Searching the knowledgebases
      • Tips for searching the knowledgebases
      • Search the knowledgebases
        • Search within the search results
        • Use advanced search
      • Search for hot news
      • Search engine relevance ranks
      • Adaptive learning
        • Searching with adaptive learning
        • Viewing adaptive learning data
        • Search for adaptive learning data?
        • View adaptive learning data?
        • Edit adaptive learning data?
        • Enable or disable adaptive learning?
      • Thesaurus expansion
      • Special characters in search queries
    • Knowledge document creation
      • Create a knowledge document
      • Assign a document to a category
      • Assign a document to more than one document category
      • Create a draft knowledge document
      • Contribute hot news
      • Previewing and viewing a document
      • Print a knowledge document when using the web client
      • Print a knowledge document when using the Windows client?
      • Attachments to knowledge documents
        • Insert an image into a document
        • Add a file attachment to a document
        • Insert a link in a document to an attached file
        • Insert a link in a document to another knowledge document
      • Using the rich-text editor
        • The rich-text editor toolbar
    • Knowledge documents
      • Approved knowledge documents
      • Search for approved documents
      • Retired knowledge documents
        • Retire a knowledge document
        • Retire a knowledge document when other documents link to it
        • Unretire a knowledge document
      • Edit in place
      • Edit a document in place
      • Add feedback to a knowledge document
      • Create a working copy of a knowledge document
      • Reverting a working copy document
  • Knowledge Management administration
    • Managing document categories
      • Deleted document categories
      • Add a new top-level document category
      • Add subcategories to a document category
      • Add permissions for a document category or subcategory
      • Provide all users access to a document category
    • Knowledge groups
      • Default Knowledge View Group
      • Access knowledge group information
      • Add a user to a knowledge group
      • Add a knowledge group
      • Assign a knowledge group access to a document category
      • Determine which knowledge groups can contribute documents to a category
    • Knowledge Management security profiles
      • KCS I profile
      • KCS I editor profile
      • KCS II profile
      • KCS III profile
      • KM ADMIN profile
      • Security profiles and Knowledge Management document display lists
      • Add a KM security profile
      • View a KM security profile
      • Assign rights for approving a document for a document category
    • Document types and document views
      • Managing document views
      • Rich text fields (RTFs) in document views
      • Security level in document views
      • Create a new document view
      • Add a knowledge group to a document view
      • Document type management
      • Managing shared content
      • Add new shared content
      • Document views with multi-lingual labels
      • Create labels for multilingual document views?
    • Knowledge Management sample data
  • Knowledge Management workflow
    • Using the Change Queue
    • View knowledge document change requests in the Change Queue
    • Assign a knowledge document change request
    • Change the phase of a document change request
    • Edit a document for a change request
    • Review a document for a change request
  • Using the Document Queue
    • View documents in the Document Queue?
    • Documents to edit in the Document Queue
    • Document approval in the Document Queue
  • Knowledge Management integration with Service Desk Interaction
  • Knowledge Management integration with Incident Management
  • Knowledge Management integration with Problem Management
  • Search for a solution
  • Use a solution from a knowledgebase search
  • Creating knowledge from Problem Management for a known error
  • Create knowledge from an interaction, incident, problem, or known error
  • Knowledgebase administration and maintenance
    • Knowledgebase maintenance
      • Knowledgebase indexing process
        • Starting and stopping indexing
      • Knowledgebase maintenance - Status tab
      • Knowledgebase maintenance - Type information tab
      • Knowledgebase maintenance - Field Definitions tab
      • Knowledgebase maintenance error reporting
      • View a knowledgebase maintenance script
      • Stop words
      • Modify stop words?
    • Knowledgebase management
      • Add an sclib type knowledgebase
        • Add a KM knowledgebase record
        • Add a new field in the kmquery table
        • Add a tab to the Knowledgebase Maintenance form for a new knowledgbase
      • Weblib-type knowledgebase
        • Web crawling to create knowledgebases
        • MIME types and web crawling
        • Add a weblib-type knowledgebase?
        • Knowledgebase maintenance - Status tab for weblib
        • Knowledgebase maintenance - Type information tab for weblib
        • Knowledgebase maintenance - Field Definition tab for weblib
        • Log files for web crawling
        • Use web crawling on a Sharepoint site
      • File system crawling to create knowledgebases
        • Fsyslib-type knowledgebases
        • Add a fsyslib-type knowledgebase?
        • Knowledgebase maintenance - Status tab for fsyslib
        • Knowledgebase maintenance - Type information tab for fsyslib
        • Knowledgebase maintenance - Field Definition tab for fsyslib
      • MIME types mapped by file extension for indexing
      • List of MIME types
      • Delete a knowledgebase
    • Knowledge Management environment
    • Index a knowledgebase for searching
    • Add a field for indexing
    • Delete a field for indexing
    • Remote indexing
    • Change the default index language of a knowledgebase?
    • Knowledge Management record mapping
    • Hitlist configuration
    • Multi-lingual hitlists
    • Create a hit list with multilingual column headings?
    • Add a new KM message to the scmessage table?
    • Search engine thesaurus
      • Modifying the search engine thesaurus control file
      • Decompile the thesaurus control file
      • Recompile the thesaurus control file
  • Knowledge Management migration
    • Import documents into Service Manager
    • XML file specification for Knowledge Management migration
    • Tailoring the runKMMigrate script
    • Sample import record migration file
    • General considerations for importing documents into Service Manager
    • XML source document considerations for importing
    • Document import considerations for attachments
    • Configure the wsdl2java.bat file?
    • Configure the wsdl2java.sh file?
    • Running the wsdl2java command file
    • Configure the runDocumentImport.bat file?
    • Configure the runDocumentImport.sh file?
    • Running the runDocumentImport command file
    • Reconciling unresolved links
    • Using the knowledgecreator.log file
    • KMSCCoreImport utility
      • Tips for using the KMSCCoreImport script
      • Modifying the KMSCCoreImport script file
      • Running the KMSCCoreImport script
  • Troubleshooting Knowledge Management
    • Troubleshooting: Search engine fails to connect
    • Troubleshooting: records required in Change Management files by Knowledge Management
    • Troubleshooting: With 1024x768 screen resolution, problems viewing some buttons
    • Troubleshooting: the same knowledge document appears more than once in the hitlist
    • Troubleshooting: When using the rich-text editor with IE6

• English-to-Russian translation