Using Operational Technology Knowledge Management

After you complete all the required set-up tasks for Operational Technology Knowledge Management, you can begin managing knowledge articles that are related to Operational Technology (OT) incidents.

Operational Technology Knowledge Management overview

By using  Operational Technology Knowledge Management, you can create, edit, and retire knowledge articles depending on the needs of your team. When used with the Operational Technology Incident Management application, you can browse articles that are related to an incident and create articles from an incident.

The following examples show how to apply  Operational Technology Knowledge Management to your team:

• An OT engineer with several years of experience wants to capture their OT device knowledge in one place for guide workers and junior technicians.
• Front-line workers and technicians responsible for production process operations have noticed an issue on the factory floor and need a knowledge article that explains remediation.

Basic Operational Technology Knowledge Management Process

The following workflow describes the basic process for Operational Technology Knowledge Management.

Figure 1. Basic OT Knowledge workflow

Publish a knowledge article

The following workflow describes how a knowledge article is created and published both with (Approve Publish) and without (Instant Publish) approval.

Figure 2. Publish workflow

Retire a knowledge article

The following workflow describes how a knowledge article is retired both with (Approve Retire) and without (Instant Retire) approval. The Instant Retire workflow lets you retire articles immediately without needing an approval. The Approval Retire workflow sends an approval request to knowledge managers or experts to make sure that retiring the article is necessary.

Figure 3. Retire workflow

Review and approve changes to a knowledge article

The following workflow describes how an existing knowledge article is updated with user feedback.

Figure 4. User feedback workflow

Knowledge articles

Knowledge articles provide information about workplace updates, self-help, troubleshooting steps, and other information that your OT team must access. For example, you can create the following knowledge articles for the following cases:

• A standard operating procedure template used throughout your organization.
• Lessons learned during an incident.
• An image that annotates the different production materials.

You can view the knowledge articles in the Industrial Workspace in the following ways:

• Under the Knowledge module in the Industrial Workspace list view.
• In the Agent Assist window when you open an OT incident.
• Using the global search feature in the Industrial Workspace header.

Under the Knowledge module in the Industrial Workspace list view, you can view knowledge articles in the following lists:

Note:

You must be assigned the knowledge role to see these list modules in the Industrial Workspace.

Your unpublished articles

The articles you’ve created that aren’t yet published in the OT knowledge base.

Your published articles

The articles you’ve created that are published to the OT knowledge base.

All articles

All articles that are available in the OT knowledge base.

• Create a knowledge article from an OT incident record
  Create a knowledge article to record and save information that is related to an Operational Technology (OT) incident and its resolution.
• Create a knowledge article in Industrial Workspace
  Create a knowledge article in Industrial Workspace to help cater an article's contents to the needs and solutions not directly related to an Operational Technology (OT) incident.
• Report a knowledge gap from an OT incident record
  Report a knowledge gap from an Operational Technology (OT) incident if you can't find relevant knowledge articles about the incident.
• Approve requests to publish or retire a knowledge article
  Approve requests to publish or retire a knowledge article to help ensure that the knowledge base is up to date.
• Assign feedback tasks
  Assign feedback tasks to a user to help make sure that the feedback task is addressed and the related knowledge article is updated.
• Find information in the related knowledge articles for an OT incident
  Find information in the related knowledge articles that are attached to an Operational Technology (OT) incident record for any previous resolutions that may be applicable.