Overview
Learn how to use layout templates in the UO Service Portal.
What are layout templates for?
Layout templates are used to provide a basic structure to your article's content. They are designed to ensure proper usage of web content accessibility standards and practices.
Primary content templates
Below is a list of different templates and their intended uses. To use a template, select the Templates drop-down menu and scroll down to the Layout category within the article editor.
Article Creation From Tickets
- Nearly identical to the Issue/Cause/Resolution template with Environment added. Environment pertains to the device, its administration (personal or managed) and operating system.
- This template extracts the title, description, and resolution fields from a ticket when the Create new article option is selected during a ticket update.
- Scroll to the bottom of the Update Ticket window, select Create New Article, then Save once you have added your comments.
- Refrain from using this template until you have a resolution for the customer.
Frequently Asked Questions (FAQs)
- The FAQ template is designed to familiarize users with known issues for a service in a question-and-answer format.
- FAQs can stand alone as resource articles but can be incorporated into other article types.
- Tip: This can be incorporated with the Accordion Panels interactive formatting template to great effect.
Getting Started
- The Getting Started template is designed to help orient users to what a service is, define any vocabulary specific to that service, and list its primary functions alongside university best practices.
- Getting Started articles should provide a high-level view of the service and its functions.
Issue/Cause/Resolution
- The Issue/Cause/Resolution template is designed like an FAQ article but with an added section to inform the user of the underlying source of the issue along with a resolution to either fix the issue or to implement a workaround.
- Note: Use this template only when an underlying cause has been verified.
Process/Procedure
- The Process/Procedure (or How-To) template is designed to guide users through a specific set of steps that have a known, intended outcome. Examples include software installation and configuration, how to connect an email account to an email application, etc.
- Process/procedure articles are typically in a list format but can be enhanced using guiding images, screen capture images, or instructional videos as needed.
Question/Solution
- The Question/Solution template is designed to guide readers from a question to an answer without describing an underlying cause or as part of a FAQ list.
- Question/Solution articles can stand alone as resource articles but can be incorporated into other article types.
Unique content templates
Below is a list of unique templates and their intended uses. To use a template, select the Templates drop-down menu and scroll down to the Unique category within the article editor.
Computer Lab Information
- Used by the USS-EDM Labs team to provide information about a computer lab space on campus
- These articles need to have a brief overview and summary of the computer lab's location, computer quantities and respective operating systems, and a list of available software.
External Reference Article
- Nearly identical to the Training Session Template.
- A summary article exclusively referring to a vendor or third-party webpage not in the UO Service Portal.
- Includes an overview and summary of the resource with a link to the external reference within the provided button.
Service Query Redirect
- The Service Query Redirect template is designed to guide readers to another resource external to the UO Service Portal Knowledge Base.
- These articles need to have a brief overview and summary of the resource's contents with a button link to the resource's home page or primary reference.
Training Session Template
- Nearly identical to the External Reference Article template.
- The Training Session Template is used by USS-Knowledge Management and USS-Training to promote upcoming training sessions.
- These articles have a brief overview conveying the content and intended audience, a training agenda, and link to a MyTrack course or Microsoft Teams seminar page.
Need help?
For more information, see Knowledge Management Support or select Create a Ticket from this page.