Table of contents
The IT Library and Support Articles knowledge bases are merged into IT Support. They will now share the same fields and templates. Both the KCS and Approval based workflow will coexist within this single knowledge base. DIT Internal is now IT Internal and will match the IT Support knowledge base.
- IT Support.
- Public. Ownership Group members can manage these articles.
- Merged from IT Library and Support Articles knowledge base.
- IT Internal.
- DIT staff only.
- Formerly DIT Internal.
What are the benefits of the knowledge base merge?
- KCS and approval workflows are now compatible under a single knowledge base.
- Previously, articles could not be seamlessly moved between the IT Library and Support Articles knowledge bases.
- The same templates are available for both KCS and approval-based articles.
- Previous templates were dependent on fields specific to the Support Articles. The merge has streamlined the fields used in knowledge, eliminating this limitation.
- It will allow groups to share article authorship more easily.
Ownership Group field
Filling in the Ownership Group field will trigger the IT Library workflow that includes the ability to edit and instantly publish articles. Leaving it blank will allow the article to enter the KCS workflow.
NOTE: Don’t forget to enter an Ownership Group for your articles. Unless they are KCS articles.
Governance setting
Most articles should have Governance set to Experience. The Ownership Group field will not be required or automatically filled in for Experience articles.
Compliance articles are those with legal ramifications or determined by leadership. Traditionally, this field automatically filled in based on the Configuration Field. Now, this will only happen if the article’s Governance is set to Compliance.
Article State is now Confidence
Article states also had to be streamlined to support both workflows. The table explains how the previous State system relates to the current workflow, called Confidence.
| State field (obsolete) | Confidence field (currently active) |
|---|---|
| Draft | Work in Progress |
| Review | Work in Progress |
| Published | Validated |
| Published | Not Validated |
| Retired | Archived |
The significant difference is that published articles can be Validated or Not Validated. All articles with an Ownership Group will be Validated. Not Validated are published KCS articles without an Ownership Group typically created by student level agents. They have a notification at the top explaining what this means.
Resources and training
The knowledge management team offers multiple options for learning more about everything addressed in this article.