Overview
The TeamDynamix service portal knowledge base is designed to be a repository of knowledge at the team, organization, and enterprise level for Purdue Information Technology. Understanding the different levels can help technicians better find, share, and create knowledge base articles.
Details
Articles in the knowledge base can be broken down into three basic categories:
- Public and visible to anyone with the link
- Public and visible to anyone who can authenticate using Purdue SSO
- Internal and visible to just Purdue IT staff
- Internal and visible to just specific DX groups.
Public and visible to anyone with the link
Public and Published: Articles published to the public knowledge base are visible/searchable by any user visiting the Service Portal and can be shared via url link. The status of a publicly available article can be verified by looking at the “Details” in the sidebar of any article, as the status is “Published: Yes” and “Public: Yes”
Public and visible to anyone who can authenticate using Purdue SSO
This setting is for articles that need to be visible to Purdue-affiliated users, but not accessible to the general public. Links shared with a user will take them first to the Purdue SSO page to login. Using this setting means that users who are not signed into TDX will not see the article in their search results or listed when looking for an article.
To set up:
- Under the permissions tab, uncheck "Inherit Permissions" and 'Public'
- Check the line that says "Allow all individuals to view this article EXCEPT the associated groups below"
- Leave the "Add Groups" field blank.
Articles with this permission will display "Published: Yes Public:No" - this setting will also be the same for articles visible to a select group of teams; the only way to confirm who can access the article is to view the permissions tab.
Internal and visible to just Purdue IT staff
Articles internal to Purdue IT are visible to all Purdue IT technicians who have access to TDNext. Articles in this category should be of general use to Purdue IT technicians for resolving issues/incidents or other information that does not need to be shared with customers and public users. Links to Internal Purdue IT articles can be shared, however the user will be unable to access unless they are authenticated and listed as a technician in TDNext.
Note: Purdue IT technicians unable to see a Purdue IT Internal Article should submit a ticket to IT_SE_SERVICE_MGMT.
To create an "Internal Purdue IT" article, the creator just needs to set the status to "Approved" . The "published" button should remain unmarked (Note: Only people with KB publisher access will see a publish option). Articles intended for internal Purdue IT use should have a title that starts “Internal Purdue IT article:”. Internal Purdue IT articles can also be identified by looking at the “Details” in the sidebar of any article, as the status is “Published: No” and “Public: Yes".
Internal and visible to just specific TDX groups.
Groups in TDNext can also designate knowledge articles to be visible to just their team, or a handful of teams, but not customers or other Purdue IT technicians. This setting is best for storing information that pertains only to a specific team or teams – as articles with this setting will not be visible/shareable with other Purdue IT technicians.
Articles with this designation should have a title that starts with “Internal Team_Name Article:” (for instance “Internal IT_TCOM_NETWORK_INTAKE Article: How to reset router”) and can also be identified by looking at the “Details” in the sidebar of any article, as the status is “Published: No” and “Public: No”.
To create an internal to a specific group article:
- Under the permissions tab, uncheck "Inherit Permissions" and "Public"
- Select "Allow ONLY the associated groups below to view this article.
- Add the appropriate groups from the drop down list.
Note about Internal Categories
Some groups in TDX have had "internal" categories created for their teams documentation. These categories are created to allow only specific groups to see their content. These categories, and everything within them, are only visible to the groups' members. Placing an "Internal Purdue IT" article in one of these categories will make it visible only to users on the teams that have permission to access it. When searching the knowledge base, non-team members will not see the internal categories or get search results about the articles in these categories.
If you are interested in creating an internal documentation folder for your team, contact IT_SE_SERVICE_MGMT.