Getting Started with Documenting Issues

Overview

Learn how to document customer issues within the UO Service Portal Knowledge Base.

Search for existing documentation

Follow these steps to search the UO Service Portal Knowledge Base.

1. Use the customer's description of the issue to guide the initial search results.
   1. Do a tag search by entering # along with a keyword to focus search results to that tag
   2. Use quotation marks around the keyword(s) to focus search results to the keyword(s).
   3. Use the Knowledge Base category page to find where the article could be.
2. If you know to what they are referring and you are able to find a pertinent article in the knowledge base, link it to them through their ticket:
   1. Review it to ensure that it captures their issue and a step-by-step resolution.
   2. Update the customer's ticket and scroll down to the Knowledge Base Article section.
      1. Select Existing Article then search by the article's title to create a link.
      2. Select Save to send the update with the attached knowledge base article.
      3. The link will be found above the Feed section of the ticket.
3. If you find a pertinent article from a third-party resource, review it to ensure that it describes the issue accurately.
   1. Once you have reviewed it, update the customer's ticket and enter the link into your response field.
   2. Scroll to the Knowledge Base Article section.
   3. Select Create new article.
   4. Select the Article Creation from Ticket template.
   5. Select Save. This will create an article with the same name as your ticket's title and attach it to the ticket.

Reviewing existing documentation

When you find the article that can address your customer's issue, review it for accuracy. 

You can add any edits to the article or flag it for later review. The goal is to ensure that the knowledge base is as accurate as possible at all times and by making direct edits or flags for review will help in achieving that goal.:

Editing an existing article

Go to the article you wish to edit:

1. Sign in to the UO Service Portal with your Duck ID username.
2. Select the Edit Article button.
3. Edit the article content within the Content field.
4. Once edits are complete, select the Save as Draft button.
5. (Optional; if you need your content to be verified and validated) Go to the Settings tab in the editor view and scroll to the Validation state drop-down menu.
   1. If you have just saved the draft, select the Not Validated option. This indicates that something is new and needs review from someone else.
6. Select Save.

Reviewing an existing article

This will allow your fellow technicians and knowledge managers to review the content for accuracy, style guide compliance (including web content accessibility):

1. Select the Edit Article button.
2. Select the Settings tab.
3. Go to the Validation state drop-down menu at the bottom of the page.
4. Select the Validated option.
5. Select Save.

When to create a new article

Once you have exhausted your abilities to find documentation through search and through the customer's understanding, create a new article. Everything should be documented.

See Creating a knowledge base article for more information.

Seeking review for a new article

Once an article has been drafted and you feel that it is ready for review, either:

1. Select the Submit Article button from the reader view of the article, or
2. Change the Status field (Edit Article > Settings tab) to Submitted.

The article will be reviewed by the USS Knowledge Manager (or trained designee(s)) for a style guide compliance and accessibility review. If there are any questions, they will be directed to you.

When to make an article public

Once an article has been reviewed for accuracy and standards compliance, the article will be made available for Public view unless for whatever reason it should not be.

Some reasons to restrict an article view:

• Content (could be made private)
• Intended for a specific audience

Need Help?

For any more information or assistance, please submit a ticket with Knowledge Management Support.