Basic steps for creating KB articles
Before Getting Started
Any technician should be able to write KB articles. They may not be able to approve and publish them, depending on their privileges.
Assumption
You are a System Office Technician.
Broadly speaking, articles may be internal, i.e. to help technicians answer tickets, or public, i.e. to help people solve their own problems before submitting a ticket.
Steps
Create the KB article in one of two ways
- Navigate to the appropriate KB category and click the +New Article button.
- When updating a ticket, using the "Create New Article" radio button.
Of these two, the first is probably easiest.
Use a Template and follow best practices
The Best Practices article is attached to this article and requires for example to prefix the subject with the product abbreviation.
When ready, use the > Submit button
You should be able to send a link to the article to a colleague, and get feedback from them on the article. They can use the "Was this helpful?" buttons to provide feedback.
Email itsm-tdx@vccs.edu and request approval
As it stands, this group is not automatically notified although we are working on a solution to that.