TDX: How to create a knowledge base article from a ticket update

Overview  

For users who have knowledge base access, TDNext offers the option of creating a knowledge base article from the content of a ticket. This is helpful for capturing both the context of how the request was made or the issue was reported, and with saving the writer time by not having to type the information in two places.  

However, users should know that the knowledge base created via the ticket update can be visible in the knowledge base and the creator of the KB should review and the article before submitting or approving it.  

Instructions  

  1. Update the ticket by selecting that option under the green Action button. 

  1. Write your response to the requestor.  

  1. Under Knowledge Base, select “Create new article”  

Knowledge Base Article option with "create a new article' highlighted

  1. Select a category for the KB. If unsure, click the search option and select the category that covers the topic of the KB. 

  1. Set KB Article Status to “Not submitted” - setting the article to submitted could result in your team lead approving the article before it is finished. Team leads have the option of setting the status to Approved, but this will make th article visible to all Purdue IT staff and imply that the article is finished.  

  1. For KB Article Template, select “KB from ticket update” under HOW TO KB Article 

    Template menus with "KB from ticket update" highlighted

    Make sure to select the correct template, as it’s the only one that will pull in ticket information into the new KB Article.  

  1. Complete updating the ticket – the KB article should not be included until the ticket is ready to be resolved.  

  1. Once the ticket has been saved, a new KB with the same title as the ticket will be found in the knowledge base.  

  1. Edit the KB as necessary. The ticket’s dynamic forms pulled in the response you wrote, along with the initial ticket description provided by the requestor. These fields are located at the bottom of the KB under headers “Initial ticket request/question” and “Ticket Response.”  

  1.  In most cases, the ticket will require additional information and formatting.  

  1.  Save and submit/approve the article the same way other articles are created.  

Still need help?  Click the 'Purdue IT Request' button to start a ticket.

Purdue IT Request Print Article

Related Services / Offerings (2)

Service Management
Service management is a discipline aimed at providing quality services that the University will value and use.
Service Management Request
Service Management Request