Overview
This article is intended to provide guidance for users within the UO Service Portal that have the ability to edit and publish knowledge base articles.
Note: If you have any questions pertaining to access, please consult the
TeamDynamix Support service page.
How to edit or recommend edits on an article
If you have the ability to edit an article, sign-in to the UO Service Portal then go to the article in question. If you see the Edit Article button, you can make direct edits, submit new edits for review, and leave feedback or comments. Select the panel title below to expand its contents.
After selecting Edit Article, you will be presented with the Content editor tab.
- Make any edits that you need to do and ensure that they follow the style guide.
- Select the Save as Draft button.
You can either:
- Notify the USS Knowledge Manager of any drafts that you would like them to review, or,
- Move the article into Submitted status which will temporarily take the article out of public view while edits are approved.
- Go to Edit Article > Settings tab > Status > set to Submitted.
Anyone who is able to sign in to the UO Service Portal can leave feedback on an article. This can be done if you would rather not edit an article directly.
- Sign in to the UO Service Portal
- Scroll to the bottom of the article's body of content
- In the section labeled, Was this helpful?, select either Yes or No
- A new text box will appear. Leave your feedback in the box, then select Submit.
Your feedback will notify the USS Knowledge Manager both in an email message and in a generated report for their review.
Anyone with the ability to edit articles can also leave a comment.
- Sign in to the UO Service Portal
- Scroll to the bottom of the article's body of content
- In the section labeled, History, select the Comment button
- A new text box will appear. Leave your comment in the box, then select Save.
Your comment will notify the USS Knowledge Manager both in an email message for their review.
Standards used for editing articles
The standards used for knowledge base articles within the UO Service Portal are below and in the Related Articles pane of this page. Please consult them for any creation, editing, or maintenance of articles.
Useful tools using our standards
The style guide is based upon the standards kept by University Communications and the following resources:
How to use the standards and tools
The standards and tools used to implement them are both exhaustive and can be meticulous. Do your best to follow their guidance and feel free to reach out for help at any point.
The USS Knowledge Management process
When a draft article is submitted for review, this is the process that USS Knowledge Management uses. This process is also used when creating, editing, or reviewing a knowledge base article outside of the guidelines in the How to create a knowledge base article article.
- The article is first scanned for web accessibility using WCAG 2.1 AA standards
- URIs/URLs need to have descriptive link text
- Exceptions to this are IT services with a readable URL. Example: uomail.uoregon.edu
- Images need to have alt text inserted into the Description field of the Image Properties dialog box
- Semantic icons are properly defined (In the Editor view, select Source, then change the
aria-label
from "icon" to "your preferred definition")
- Action items and terminology (like what is written on a clickable button) are in bold text
- Do not use quotation marks, they will be deleted
- General text formatting
- Consulting the Knowledge Base Glossary of Terms article for any troublesome terms.
- Eliminating double spaces after punctuation
- Only use a single space after a period, comma, or colon
- Do not use any spacing when using an em dash (—)
- Using either bold or italics when emphasizing text within a list
- Using a section-level note to call more attention to it (See the Templates drop-down menu)
- Editing content for readability and clarity (if necessary)
Approval for publication
Once the draft article has met the standards, the draft is set to Approved status by the USS Knowledge Manager or any approved designees. Ensure that the Published to KB checkbox is selected.
The Next Review Date is set for six months from the date of the last edit and the checkbox to Notify Owner of Feedback is checked.
Limiting article visibility
Some articles need limited visibility for an assortment of reasons (i.e., security-related articles for IT staff, procedural articles for customers regarding purchasing, etc.):
- Select Edit Article, then choose the Permissions tab
- Uncheck the Inherit Permissions and Public check boxes.
- (Optional) Under Article Permissions, choose either:
- Allow ONLY the associated groups below to view this article
- Allow all individuals to view this article EXCEPT the associated groups below (selected by default)
- Under Add Groups, select the authorized group(s) that can see the article.
- Note: If none are selected, the article will be visible to all authenticated users.
- Select Save to save changes.