Body
Summary
This article describes how to create a new Knowledge Base (KB) article from the Description and update Comment of an existing TeamDynamix (TDx) ticket. This is useful when a support group begins to see tickets for the same topic that needs to be added to the KB. This process allows for a starting place to then develop a full-fledged KB article. These instructions are for people who have permission to create KB articles.
Notes:
- Every KB Article needs to live in a Category within the KB, e.g. this article lives in the "TDx Knowledge Base (KB)" Category.
- Before you begin, find the category where your new article should live.
- If the new article should only be visible to ET&S Support Staff, then chose one of the Internal ET&S categories.
- This is an automated process. The resulting KB article will have:
- Subject - same as the Ticket Title
- Body - same as the Ticket Description followed immediately by the ticket Update Comment text
- Category - selected in the ticket Update
- Article Status - Not Submitted by default
- KB Article Template - Do Not Use - if you choose an article template, then NO contents from the ticket (other than the title) will come into the article. That defeats the purpose of this process.
How-To
Task: To create a KB article from an existing TDx ticket.
Instructions
Step 1 - Note the Name of the category where your new article should be created.
Step 2 - Open a TDx Ticket that covers the topic for the new article in the Ticket Description.
Step 3 - Choose Actions > Update on the ticket.
Step 4 - Write any additional information you want to have in the article in the Comments section.
- To aid in formatting, begin with a blank line or two, then your additional content. Otherwise, whatever you type in the Update will just be appended at the end of the final line of the ticket description when it is all turned into an article.
- You can include formatted text and images in the update Comment and they will appear in the article body.
Step 5 - Scroll down below the Comments box, to the Knowledge Base Article section. Click the option for Create new article. Three new fields appear below that line.
Step 6 - Type in or Search for the name of the KB Article Category where you want this article to live.
- Leave the KB Article Status as Not Submitted
- Leave the KB Article Template field empty. If you fill in a template, you will only see the template text in your article, no description or update text will come from the ticket. So leave it blank.
Step 7 - Make any other adjustments on the Ticket Update screen (mark the comment as Public, choose people to Notify, change ticket Status or Responsible, etc.)
Step 8 - When all is ready, click Save.
Step 9 - The update screen will close and the ticket will refresh itself. The Knowledge Base Article section will appear with a link to the newly created article.
Step 10 - Proceed to Edit, Review, and eventually Publish the KB article as your group sees fit.
- Remember to update all the information on the article's Settings tab (Subject (article title), Article Summary, Tags, Owning Group, Next Review Date, Institutions, Notify Owner on Feedback check box, etc.) as well as on the Content tab where the information from the ticket appears.
Outcome
You have created a new KB Article from an existing TDx ticket, incorporating the ticket's title, description, and any update Comment text. The article is Not Submitted, ready for further editing before publication.
Further Readings
Knowledge Base: Adding a New KB Article
Knowledge Base: KB Style Guide Checklist
Need additional help?
Submit a TeamDynamix Application Administration ticket - use the Request TeamDynamix Services button then choose Request Type Knowledge Base request.
Visit the Technology Help Desk Support page to locate your local campus contact information or to submit an online technology support request. For password issues you must call or visit the Help Desk in person.