Creating a knowledge base article

Overview

This article is designed to provide a cursory overview on creating a knowledge base article (KBA) in the UO Service Portal. To create a new knowledge base article, follow the instructions below.

Prerequisites

In order to create or edit an article within the service portal, you will need:

1. Sign in with your Duck ID username and password.
2. Access to be able to create or edit articles. Anyone working in an IT unit as a technician will have access.

For access questions, please Create a Ticket.

From the Knowledge Base

1. Choose the knowledge base category (or sub-category) where you'd like your article to reside
2. Select + New Article
3. Choose a Standard template for your article from the Template drop-down menu in the article editor
   
4. Complete the following fields:
   1. Subject (e.g., How to do a thing; Getting Started with this application).
   2. Body (See the Knowledge Base Article Requirements Rubric for a quick reference).
   3. Summary of the article.
   4. Add anchors and a Table of Contents (optional, but recommended if you have three headings/subheadings or more).
   5. Add tags (optional).
   6. Select whether to be notified on feedback (recommended).
5. Select Save.
6. When your article is finalized, Select the > Submit Article button. Your article will be submitted for review.
7. When your article has been approved by the USS Knowledge Manager, you will receive an email notification and the status of your article will be changed to Approved.

From within TDNext

For more information, please consult the Article creation from a ticket article.

Collaborating with group members (before publishing)

If you would like to have colleagues in your group to have the ability to view your article draft (or an article in Not Submitted status), you will need to change the owner from a person to the group.

To change the ownership:

1. Sign in to the service portal with your Duck ID username.
2. Navigate to the article in question.
3. Select Edit Article.
4. Select Settings.
5. Scroll down to the Owner field and delete the owner's name.
6. Type in the name of your group or select the magnifying glass icon to search for your group.
7. Once the group is selected, select Save to proceed.

Additional Assistance

For any additional questions not listed here or in the Related Articles panel, please submit a ticket to the Knowledge Management Support service page or select Create a ticket on this page.