SDLC Knowledge Base

The SDLC application includes a configured Knowledge Base that you can complete with information about the defects of your products. Publish these articles on the service portal for the users to access the provided information. The knowledge base structure includes:

Record	Table	Description
SDLC	Content DB (content_db)	The knowledge base that contains categories with articles about defects. It is included in the "out-of-the-box" SDLC application. If you delete this record, the logic of automatic field completion for the articles about defects will stop working.
Known Defects	KB Category (knowledge_base_category)	The parent category from which the product categories are inherited. It is included in the "out-of-the-box" SDLC application and does not contain articles.
KB categories for products	KB Category (knowledge_base_category)	These categories are automatically inherited from Known Defects when you create an article for a product defect for the first time. These categories contain articles for the defects in which the Detected in release field is not completed, but the Product is specified. Also, the release categories are automatically inherited from these product categories.
KB categories for releases	KB Category (knowledge_base_category)	These categories are automatically inherited from their product categories when you create an article for a defect detected in this release for the first time. These categories contain articles created for the defects in which both Detected in release and Product fields are completed.
Article records	Article (article)	The articles for defects that you can create from the defect form. They are included in the SDLC knowledge base, in the category of their product or the release in which they were detected. Such articles always belong to the Content Item Class (content_item_class) called Defects that is also included in the "out-of-the-box" application.

The diagram below illustrates an example of a knowledge base with such a structure:

Find more information on the knowledge bases in the Knowledge Base article.

Create articles from defects

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tip

Roles required: admin, pda_admin, pda_user.

Create articles for defects to save in the system and publish for users the information on the product defects. To do so, complete the following steps:

1. Navigate to SDLC → Tasks → Defects.

2. Find in the list the defect for which you need to create an article and open its form. Note that you can only create an article for a defect in which the Related article has not yet been specified.

3. In the burger menu , click Create article and fill in the modal window fields. Some of the fields will be filled in by default. You can change the values of the majority of them.

   Completed fields of articles for defects

   note

   The names of the KB Category and Content Item Class records required for the automatic completion of the article fields are in Russian since these fields do not support translation at the moment. If needed, edit their names at the following addresses:

   • {your instance URL}/record/knowledge_base_category/175128600718942667 for the Known Errors KB Category
   • {your instance URL}/record/content_item_class/174714606517450861 for the Defects Content Item Class

   In the table below, we provide translated names of these records.

   Field	Value
   Name	Created from the template: [State in Russian] + Number + Defect name. If the defect is in the Released state, the curly brackets additionally include the number of the release from the Release field. If the state name in Russian is absent in the system, the system puts the state name in English in the curly brackets. If the article: is not in the Retired state, is related to only one defect, and you have not changed the article name part in the curly brackets, Then when the defect state is updated, it will change automatically in the article name too, and for the defects in the Released state the release number will be added automatically to the name.
   Content DB	SDLC
   KB Category	If the Product field of the defect is empty, the current field is not completed automatically. If the Product of the defect is specified, but the Detected in release field is empty, the current field is completed with the KB category created automatically for this product. The parent category of such a record is called Known Defects. If both the Product and Detected in release fields are completed, the current field is completed with the KB category created automatically for this release and inherited from the category created automatically for the product specified in the defect. If there is more than one value in the Detected in release field, the category of the earliest release is selected.
   Content Item Class	Defects
   State	Draft
   Object Category	External (uneditable)
   Responsible Person	Current user
   Body	The defect description

   caution

   If there is no SDLC content DB record in the system located at the {your instance URL}/record/content_db/174714598817091342 address, or the Defects content item class located at the {your instance URL}/record/content_item_class/174714606517450861 address, the KB categories will not be created automatically for the products and releases, and the corresponding field of the articles will not be completed automatically. You can rename these records, but do not delete them for the logic to work.

4. Click Create.

tip

Only Published articles are displayed on the service portal. To publish an article, navigate to its form, select the required value in the State field and click Save or Save and exit.