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It is the responsibility of every Purdue IT support professional to contribute to our knowledge ecosystem. Effective contribution requires collaboration, both within your team and with others. The level of your contribution depends on your role.
The Expectations for Standard Knowledge Activities has a high-level overview of the roles and responsibilities related to TDX Knowledge.
If you have an interest in taking on additional knowledge roles consult with your manager.
Purdue IT Technician (no knowledge base access)
Technicians should actively use knowledge when working Incidents, send appropriate knowledge articles to users, and provide feedback on knowledge articles that need work.
Technicians are responsible for:
- Providing feedback when they find knowledge gaps.
- Rating knowledge articles based on how helpful or unhelpful the article was in resolving issues.
KB Candidate (Drafter) Responsibilities
Technicians should actively use knowledge when working Incidents, send appropriate knowledge articles to users, and provide feedback on knowledge articles that need work.
Technicians are responsible for:
- Providing feedback when they find knowledge gaps.
- Rating knowledge articles based on how helpful or unhelpful the article was in resolving issues.
- Drafting new knowledge articles when there is no existing knowledge and to reach out to their team lead if they think the knowledge needs to be published.
Knowledge Contributor (Team Lead) Responsibilities
Team Leads are responsible for helping to maintain their service area's knowledge according to our internal knowledge standards. (See Checklist for Internal and Public-Facing Knowledge)
They should work with the other editors on their team to review and resolve feedback and archive or republish expired articles. Teams may choose to have a rotating schedule to make sure these important tasks are done.
Team Leaders should also be available to work with subject matter experts (SMEs) and other outside their team on knowledge related to their service area.
Knowledge Publisher Responsibilities
Knowledge Publishers have the same responsibilities as Team Leads, but their work is held to a higher standard because they are responsible for creating and approving public-facing knowledge. (See the Checklist for Internal and Public-Facing Knowledge)
Knowledge Publishers need to be aware of what content is appropriate or inappropriate for a public audience, particularly when it comes to content that could be used to exploit our systems.
Web Content outside of TDX
Purdue IT Service Owners and their delegates can submit requests for knowledge and service content updates.
- For updates to the service.purdue.edu portal, contact the the IT Service Management Office (ITSMO).
- For updates to the it.purdue.edu portal, contact Purdue IT Communications.
Still need help? Click the 'Purdue IT Request' button to start a ticket.