Procedure: KM / Review currency of published KB content

Objective

Scope

User

  • Subject-matter Expert (SME)
  • Service Owner/Group Manager (article Owner)

Environment

  • 55923: Knowledge Management Process
  • 348532: Knowledge Base (KB)
  • 56345: Knowledge Management (KM 2.0)
  • 10374: TeamDynamix (TDNext)

Procedure 

Generate your report in TDX

  1. When you receive your report email, log in to TDNext
  2. Click the Tickets tab
  3. In the left panel, locate the category header, Knowledge Base Reports
  4. Locate and click the title of your report
    • Example: KB Currency Review (Smith)
  5. Click the Run Report button to produce your report
  6. Click each title (listed in the Subject column) to open and review each article in the client portal (/KnowIT)
  7. Follow the appropriate procedure, below

 

Renew a current and valid article (no revisions needed)

  1. Scroll to the end of the article, and check for instances of unaddressed feedback
    • Evaluate Not Helpful feedback comments for possible revision to article content
    • Click Mark Addressed under each instance of feedback reviewed
  2. Read the article and check all links; verify asset information
  3. Click the Edit Article button
  4. Click the Settings tab
  5. Scroll to the bottom of the Settings page and advance the Next Review Date to the first day of the twelfth month from current review date*
    • Example: If article is reviewed on 12/07/2021, advance Next Review Date to 01/01/2022
  6. Click Save 

 

Update and renew an outdated article

  1. Scroll to the end of the article, and check for instances of unaddressed feedback
    • Evaluate Not Helpful feedback comments for possible revision to article content
    • Click Mark Addressed under each instance of feedback reviewed
  2. Read the article and check all links; verify asset information
  3. Click the Edit Article button
  4. Update the content of your article
  5. Click Save
  6. Click the Settings tab
  7. DO NOT change Summary or Tags content
    • Summary field is used to identify specific subject matter of certain articles (KB manager)
    • Tags are used for specific reporting purposes only (KB manager)
  8. Leave the Status field selection at Approved 
  9. Clear the Published to KB check box
    • This will push your revised article to the KB manager's publishing queue. I will review format and content for accessibility, accuracy, clarity, and grammar before republishing your article to the KB 
  10. Advance the Next Review Date to the first day of the twelfth month from current review date*
    • example: If article is reviewed on 12/07/2021, advance Next Review Date to 01/01/2022
  11. Click Save 

 

Retire an invalid or obsolete article

 

Notes

  • *With deference to the workload that comes with the run-up to Fall Move-in and the opening weeks of the semester, the KB manager does not call for currency review during the months of August and September
    • Advance the date one month before (08/01/202x) or one month after (11/01/202x) the period
      • Do not advance Next Review Date to 09/01/202x or 10/01/202x
  • You will receive a weekly update until each expired article has been reviewed and filtered from your report
  • If you received a report of articles that exist in the KB, but are incomplete, not submitted, or unpublished, follow the KB procedure for reviewing unpublished or abandoned articles

 

Details

Article ID: 16940
Created
Thu 9/29/16 4:28 PM
Modified
Thu 8/26/21 4:40 PM
Can you resolve this issue yourself?
Yes! This is self-service with a smile.