CA Service Management

Hi i tried to implementing Knowledge for 1st level support but i don't have idea about structure of category in KB any Suggest 

Hi Jonathan

Is your question to know how to create the category of the knowledge documents? If so, you can use the "Knowledge Category" by the below steps.

1. Login the web interface and click Knowledge tab > View menu > Knowledge Categories.

2. The Knowledge Category will be opened. Right click the "TOP" in the left pane and click the "New Category".

The category node will be generated. You can create the sub node by the same steps and the category can be created by hierarchy.

Is your question about this usage?

Best regards, Kosei

Hi Jonathan,

In addition to the Kosei's update, you can set up a permission to each Knowledge Category as per below after you opened Knowledge Categories window on his step 1.

1. In the Knowledge Categories window, right click on a Knowledge Category that you would like to set up a permission and select 'Edit Category'.

2. Open 'Permissions' tab and turn off "Grant Write/Read Permissions to Everyone" as needed. Then set up the permission based on Group or Role. If you select a sub Category, you will be able to choose "Inherit from parent".

If you would like to set up for the Knowledge Category that only Level 1 Analyst Role can see/write, you may turn off "Grant Write Permissions to Everyone" and select "Control by Role". Then select a role you would like to set up.

e.g.

Please also refer to:

Create a Knowledge Category (for r14.1)

https://docops.ca.com/ca-service-management/14-1/en/using/knowledge-management/setting-up-the-knowledge-management-system/create-a-knowledge-category

Kind regards,

Kaori

Thnaks Kaori_K and Kosei_Oshita but i need example of structure about category to organized my knowledge 

Hi Jonathan,

Could you provide us more details of what you are trying to achieve? The knowledge category structure depends on what sort of documents are/will be created or stored. As a general example, category structure is something like:

Application - Application name 1

                   - Application name 2

                   - etc.

Operating System - Windows

                              - Linux

                              - etc.

Network - VPN

              - DNS

              - DHCP

              - etc.

Hardware - Laptop PC

                 - Desktop PC

                 - Printer

                 - etc.

and so on.

Hope the above helps.

Kind regards,

Kaori

Not a simple question to answer. Here is a book that may prove useful to you - https://books.google.com/books/about/Organizing_Knowledge.html?id=cZlYmQrnTMwC 

Hi Jonathan,

Perhaps you could start by reviewing any existing documents and see if some categories suggest themselves.  Try out a couple of categorisations on paper and see how the documents fit.  Don't spend too much time trying to get it perfect on Day 1 - it can evolve as you build out the collection.  Ask the analysts at a quiet time to share their favourites - post-it notes, PDFs, pages pinned to partitions, hand-written checklists in notebooks, bookmarked URLs... and see if some natural structure emerges.

One of the functions associated with a category is the ability to grant read and write access to groups or to roles.  So for example you might have a high-level category of 'End-user' documents that you make visible to end-users, as opposed to 'Analyst' documents that are used within the service desk team.  And then the sub-categories would follow.  The sub-categories might also be really broad - e.g. FAQs, How-To documents, Getting Started documents...  Or they could be really specific - e.g. Multi-function printer problems, Network issues, HR application issues, What to do when error 'X' is reported, Daily housekeeping...  And those categories hopefully will suggest themselves as you look through any existing documents.

To my mind, the fewer categories the better (otherwise you may get bogged down in arguments about what belongs where) - but you can also flag a document as belonging to more than one category.

A consistent, reviewed and regularly updated keyword list is important regardless of your categories, to make your documents retrievable.

Process and ownership are vital.  Who is responsible for creating, testing, reviewing, publishing, maintaining and ultimately retiring KDs?  They need to be managed through a lifecycle like any other product and someone needs to be tasked with managing them in order to get some value out of the whole exercise.

Hope that helps!

Regards,

James

Hi Jonathan,

Please review this attached document on KT which should give you a fair idea on how to use it .

This is from Version 11.2.

~Vinod.