| Go to self-service portal |
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| Capture requestor issue |
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| Launch a search using all relevant information |
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| Display results from multiple content repositories (optional) |
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| View offered KCS article and one other content source (optional) |
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| Create incident/opportunity from self-service portal. The included environment information (optional), issue, and viewed content are preserved and automatically populated. |
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| Login as KCS Publisher (Responder) |
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| Responder opens incident, refines, and searches again |
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| Display results from multiple content repositories (optional) |
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| Issue not resolved |
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| KCS Publisher creates new KCS article by selecting an article template type. The environment information (optional), and issue are automatically populated in the KCS article template.The statements template shall include and not be alterable by the user: * Issue* Environment* Resolution* Cause* Comments or feedback |
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| Demonstrate that the KCS article supports and retains basic formatting including preservation of line breaks, and that there is no arbitrary limit to the length of template sections. bullets and numbered lists in the resolution field. Insert a hyperlink to another related article. |
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| Search using entire contents of article to check for duplicates |
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| Set a statement or section as internal only audience |
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| KCS Publisher should have the option to select field settings. Set: * Article Confidence to Validated* Article Audience to External* Article Governance to Compliance Based |
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