Procedure: KM / Review and publish internal-use Knowledge content

Knowledge KM-2 SOP

Objective

Document and publish internal-use content for:
- Help Desk agents to use in troubleshooting or resolving an issue with your service or product
- Ordinal-tier Miami support staff to use in resolving an issue or fulfilling a standard request form or change ticket
- Group members to use in resolving an issue or fulfilling a standard request form or change ticket

In the KB Editor Subject field, give your article an appropriate title in the following format:
- Example: Procedure: <Service, Application, or Asset Name> / <Resolution>
- Example: Fulfillment: <Service, Application, or Asset Name> / <Request or Standard Change>
- Example: TechSupport Guide: <Service, Application, or Asset Name>
In the content, make a distinction between Objective and Scope, if you include a scope of the procedure
Indicate workflow groups, if a workflow is indicated
Include asset numbers for all Environment entities listed
Apply the correct Target and Advisory Title to each link given in content:
- Target: New Window (_blank)
- Advanced > Advisory Title: Link opens in a new window
Select Save
Under the Settings tab, select the correct Category
Add the correct tag for the type of internal procedure: SOP, Analytical, or Maintenance
Change Next Review Date to the first of the month, twelve months from date of publication
Change Owner to the owning group of the primary asset; check Notify Owner on Feedback
Add Asset information in this format: <Asset Number>: <Asset Name> at <Asset record URL> <Space> <Return>
Check the name of the Responsible SME or Group
Check the name of the Responsible Project Group, if any
Check the name(s) of the Supported Office or Community
Select Save