Creating a Knowledge Base article

Creating a Knowledge Base article

BizTalk360 knowledge base offers a rich text editor where the administrator can highlight key information, provide references to articles on the internet (MSDN articles, blogs, etc). By default, super users have the privileges to create Knowledge Base articles for a particular error code/event id and grant access to normal users to be able to add and manage the KB articles.

BizTalk360 has identified four different areas where KB articles can be created:

• Service Instance error codes
• Event Id's in the Advanced Event Viewer
• ESB Exception messages
• Throttling Data

Creating a Knowledge Base Article

One of the great advantages of the BizTalk360 Knowledge Base repository is the ability to share information between various configured environments. For multiple environment scenarios, once the Knowledge Base article is defined for one error code/event log, it will be visible across all environments. BizTalk360 also allows the users to configure KB articles specific to an environment.

To understand this, let’s consider an example. An organization has 4 environments (say Production, UAT 1, UAT 2, and UAT 3), and wants to relate a few generic KB articles that will be visible across all the 4 environments, whereas other articles are to be bound specifically to one environment. BizTalk360 will allow users to create articles based on both scenarios.

Creating a KB Article Specific to One Environment BizTalk360 allows super users to create KB articles specific to one environment. If there are multiple environments, you can choose for which environment the KB article must apply. To create a KB article specific to an environment:

• Log into the application
• Click 'Knowledge Base' icon at the top of the page
• Click on one of the icons (Service Instances, ESB Exceptions, Event Logs, Throttling Data)
• Click 'Add New' to create a new KB article
• In the Add New Knowledge Base Article page, enter/select the following information:

1. Article Title – Give a meaningful name for the article. For instance, if the article is for an error code, it can be named as "Error Code 0xc0c01680"
2. Error Code – Enter the error code for which the KB article is created, say 0xc0c01680
3. Article Description – Enter the detailed information for the KB Article in the text editor space provided. The text can be formatted with the appropriate font/bold/italics and so on.
4. Environment – Choose the environment for which the KB Article is to be displayed (say, UAT 1). If the default option (Choose Environment) is chosen, the KB article will be applied to all the environments.

• Once the environment is chosen from the drop down, the application will allow the selection of other items. Choose the required options for the corresponding KB articles from the drop downs.
• Click 'Save and Close' to save the KB article for the corresponding event log/error code
• Click 'Save and Add Another' to save the KB article and immediately create another new KB article
• Click Close to close the KB article creation window and display the list of created KB articles. Click OK to close the KB article creator window.

Creating a KB Article Common to Multiple Environments

• Follow the steps from 1-4 from the above section
• In the Add New Knowledge Base Article page, enter the following information:

1. **Article Title **– Give a meaningful name for the article. For instance, if the article is for an error code, it can be named as "Error Code 0xc0c01680".
2. Error Code – Enter the error code for which the KB article is created, say 0xc0c01680
3. Article Description – Enter the detailed information for the KB Article in the text editor space provided. The text can be formatted with the appropriate font/bold/italics and so on
4. Environment – Do not select any environment

• Click 'Save and Close' to save the KB article for the corresponding event log/error code
• Click 'Save and Add Another' to save the KB article and immediately create another new KB article
• Click Close to close the KB article creation window and display the list of created KB articles. Click OK to close the KB article creator window.

Once the KB article is saved, the article will be visible for the corresponding error code (0xc0c01680) across all the environments in the organization.