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Article Titles
All article titles must begin with an shortened version of the system or service. For example, “SIS: Address Error” is more instructive than “Address Error” particularly when someone is searching. This also makes it easier when attaching articles to tickets and sorting search results.
Articles with restricted permissions should include “(Internal Only)” in the title.
Article Ownership
An attempt has been made to assign the ownership of articles to the appropriate owner. The currently assigned owner may edit the article to change the owner to someone else, or assign ownership of articles to a group rather than an individual. TDX administrators can also automate the transfer of article ownership by category if necessary.
Article Review
Review dates have been assigned to those articles without existing review dates based on their last modification date. Every month, a list of articles requiring review is generated and a ticket is assigned to the appropriate owner for the articles they should review. During the review, they can set a future review date for the articles in the article settings.
Article Creation
Technicians can create an article to document common resolutions to issues, and to document solutions for internal ITS staff.
The first step is to create the article and save the draft. Technicians can approve articles, however they do not have the ability to publish articles. That goes to Managers. You can choose a Template to start the article. There is currently only one, but we are happy to add more.
Review the Settings, for example, to set the Review Date, and Permissions to control who can see the article.
The editor supports many options, including bootstrap classes. The Templates pop-up includes a number of HTML fragments such as collapsible elements, tables of contents, alerts, and cards. The Font Awesome button enables custom icons in the text.
When you create a draft, you should include a brief summary of what the draft changes or adds. Once you have drafted the article, Submit it for review.
KB Reviewers will review, approve, (and publish) articles.
Articles in Tickets
When updating or closing a ticket, technicians have the option to attach an existing article, or to create an article.
This should facilitate the process of college staff finding solutions to the questions that they have, and ITS documenting our own processes. Some staff already do this informally when updating or commenting on tickets, but creating a KB article when updating a ticket puts this information in a location where it can be more easily organized, searched, and accessed.