Remedy Knowledge Management

Training Exercises
Authoring Basics
BEFORE YOU BEGIN:
1) Log in to Remedy test environment: http://remedytrain using your LDAP credentials
Exercise #1 Feedback and Update Requests
A. Provide Feedback on a Knowledge Article
1. In the Knowledge Article, Select the Details Tab
2. Select the Feedback Tab
3. Select the Version Scope (default is all versions)
4. Click Create
5. Enter the Rating from the Drop Down List
6. Enter useful Feedback Details/Comments
7. Submit
8. The Feedback is now attached to the Knowledge Article
B. Send an Update Request on a Knowledge Article
1. In the Knowledge Article, Select the Details Tab
2. Select the Update Requests Tab
3. Enter a Summary for the Update Request
4. Add an attachment if needed
5. Click the More Details down arrow
6. Add Request Details; please make your requests meaningful and useful to the assignee
7. Click Add
8. The Update Request can now be seen in the Counts section of the Knowledge Console
Request Update from within the Knowledge Management Console
9. In the Knowledge Management Console, select the Article and in the Details and Update Requests Section at
the bottom of the screen, click the Create Icon
10. In the New Update Request window, select the Update Request Type
11. Enter a Summary
12. Enter Details
13. Add Attachment(s) if needed
14. Save
C. Request Update from within an open Knowledge Article
1. In the Details Tab of an open Knowledge Article, select the Update Requests Tab
2. Enter the Update Request Summary
3. Click the More Details Arrow
4. Enter The Update Request Type
5. Enter the Request Details
6. Add Attachment(s) if needed
7. Click ADD
8. Save
Thank you. Please feel free to provide feedback to the IT Service Assurance Group