To help make the Purdue IT knowledge base accurate, relevant, and helpful to our organization and our customers, there is now a process by which anyone in Purdue IT can gain access to create new articles and edit their team’s existing articles. 

There are now four levels of access available to Purdue IT employees:   

• Purdue IT Technician: This is the default position for all employees. Beyond reading the public knowledge base, they can see internal articles and non-submitted articles (meaning articles that are still in the draft phase).   
• KB Candidate: This is the entry level role for knowledge base access, and it allows the user to create articles, which are then reviewed by a team member. To request this role, the user should complete this 20-minute course in Success Factors that provides an overview of the Knowledge Base.   
• KB Contributor: In addition to creating articles, this role can edit existing articles, approve articles from other team members, publish internal articles, and submit public facing articles to be reviewed. To acquire this role, the user must complete the KB Candidate course listed above, and then submit a simple sample KB by following the instructions here: Knowledge Base instructions for users seeking KB Contributor/Team Lead access  
• KB Publisher: This role has all the rights of the KB Contributor, but also the ability to publish articles to the public knowledge base. This role is granted KB Contributors who have approved at least 10 articles for publication in the public knowledge base.  

Any Purdue IT Technician can go through the training steps outlined above at any time. The training, starting with the Success Factors KB Overview course, is intended to help ensure that our knowledge base is relevant, accurate and beneficial to both our organization and our customers.   

At this time, the primary goal is that each TDNext group would have at least one member who has the KB Contributor role and is able to review and edit their team's articles, although the IT Service Management Office is still available to help teams input and edit articles as necessary.   

Ensuring that the knowledge base is accurate and helpful is a role that everyone in Purdue IT. Regardless of access, all users can participate in the practice of “UFFA” or Use, Fix, Flag and Add Articles to the Knowledge Base.  

Teams in TDX should also work to ensure that their articles remain accurate and relevant by reviewing them at least annually. More information about how to review articles can be found here: How to review and edit Knowledge Base Articles.  

For additional information about the Purdue IT Knowledge Base visit the Knowledge Base information page on the Purdue IT website.

Last updated: 5/30/2024