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
Currently the service.purdue.edu knowledge base has three permission types:
- 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”
- Internal Purdue IT: 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.
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".
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Internal to teams/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”.
