R E Q U E S T T R A C K E R 4
“ A R T I C L E S ” K N O W L E D G E B A S E
Lisa Tomalty
Aug 21, 2014
A G E N D A
• Features
• Structure and setup
• Demo
• Possible uses (short term)
• Long term knowledge management
• Planed RT4 “Article” work
• Timeline
• Questions
F E AT U R E S
• Include article text in ticket replies
• Create articles from tickets
• Link articles to other articles/tickets
• Insert multiple files or images into articles
• Search articles
• Flexibility in configuration:
Custom fields
Can have IT section available to all IT staff (and
Dept./area sections only available to depts./areas)
Can move articles into other sections (e.g. make
available to all)
S T R U C T U R E
• “Classes” of articles (examples):
‘CampusIT-internal’ (open to all campus IT staff)
‘Public’ (open to everyone with WatIAM credentials)
Department/area specific (permissions defined by area)
• Topics list within the classes:
CampusIT-internal and Public
• IT service related topics
• As services are better defined, these topics can be updated
IT Departments/areas
• IT service related topics
• Additional topics if needed
Other departments/areas
• Custom topics
S T R U C T U R E / S E T U P
• Custom Fields
Additional fields can be added for all articles in a
‘Class’
Default fields can be used initially
• Queues and article ‘Class’es
Can link specific queues to specific article classes
• Useful for replying to tickets, or creating articles from tickets
The CampusIT-internal and Public articles will be
linked to all IT queues
Queue owners can have input on how this is set up
for their queue
D E MO
• Create articles from scratch
Insert multiple files or images into articles
Custom fields
• Create article from a ticket
• Include article text in ticket replies
• Link articles to other articles/tickets
• Search ‘Articles’
Saving searches
Sharing searches
Loading a saved search
• Move articles into other sections (e.g. make available to
all)
• Articles/Overview
P O S S I B L E U S E S - S H O R T T E R M
• Service desks (help desks)
Track answers to FAQs to quickly reply to tickets
Track troubleshooting information that can be quickly
searched and referenced
• Links to existing web pages/documentation
• Ad hoc solutions
• Known Error Database
Can have a Class of Articles for known errors that can be
referred to by support/technical staff
• Internal department/group
Knowledge sharing
• Formal
• Ad hoc
L O N G T E R M K N O W L E D G E
M A N A G E M E N T
• IT Best Practices will be making a
recommendation around Knowledge
Management (early fall 2014)
P L A N N E D R T 4 “ A R T I C L E ” W O R K
• Permissions
• Searching
Improvements
Documentation
• Date and Author fields
Auto populate
Display them on main article screen
• Move Topics to top of Article Creation screen
• On screen help (where possible)
• Order of fields on Article creation screen
T I ME L I N E
• November/December: Articles to be available
(after October RT4 go live)
Q U E S T I O N S ?
• Lisa Tomalty,
ltomalty@uwaterloo.ca
, x35873
• Also:
http://uwaterloo.ca/rt
• Thank you!
Document Outline - Request Tracker 4 “articles” knowledge base
- agenda
- features
- structure
- Structure/set up
- demo
- Possible uses-short term
- Long term knowledge management
- Planned RT4 “article” work
- timeline
- Questions?
Dostları ilə paylaş: |