How to submit Knowledge or TechWeb updates

in General News
August 4th, 2011

Here are some guidelines for submitting Knowledge and/or updates to TechWeb (or other IS&T sites, such as MyPrint) to the Documentation team (Alison and Austin).

  • If the ticket is Resolved but you want us to turn some aspect of the ticket into Knowledge and/or make a related change to TechWeb, just mark the ticket as Knowledge when you are Resolving it. That will trigger an e-mail to us and we will follow up with you and/or review the ticket if we have any questions.
  • If the client is specifically requesting a TechWeb change then do what you would normally do to escalate a ticket – assign the ticket to Documentation & Tools. (If you start typing “Docu…” the Assignment group field will auto-fill.)
  • If you notice a Knowledge Base article that needs updating (i.e. has wrong or incomplete information) please use the Knowledge Feedback feature within the article to suggest changes.
  • Suggestions for new articles, or complicated edits to existing articles, can be submitted as a ticket and mapped to Documentation & Tools. Please note that we do receive the Tech Internal news feed and will automatically create KB articles (when applicable) from the content that’s posted there.
  • Other information about the Knowledge Base is available in TechWeb.

Thanks – and feel free to let me know if you have any questions!

– Alison (afox@bu.edu)