Purdue IT Knowledge Base
The Purdue IT Knowledge Base is a global knowledge base with Purdue-specific information through which users can search for tips and tutorials on resolving computer issues.
Solutions may be found using the portal search bar or by searching by service categories.
Information for Purdue IT Staff
The Purdue IT knowledge base is a group project, and the foundation of that project is trust – users are trusted to provide accurate information, review and update it in a timely manner, respect others’ knowledge articles, and collaborate with team members to produce the best results.
To contribute to the knowledge base, Purdue IT team members have two options:
- Option 1: The hands-off approach (how the knowledge base has historically worked in both Footprints and TDX): Submit articles and updates/edits of articles to ITSMO and they will modify them for you. To see about submitting articles, go here: https://service.purdue.edu/TDClient/32/Purdue/KB/ArticleDet?ID=434
- Option 2: Team or individual KB access: Any Purdue IT Technician with access to TDNext can obtain access to create and edit articles in the Purdue IT Knowledge Base by completing the following steps:
- Step 1: Complete the Purdue IT Knowledge Base (KB) Introduction & Overview course in Success Factors. This 20-minute course gives an overview of the Knowledge Base and completion of the course grants the user KB Candidate Access (the ability to write and submit draft articles).
- Step 2: After completion of Step 1, users can follow instructions (Internal Purdue IT: Knowledge Base instructions for users seeking KB Contributor/Team Lead access) to submit a sample article and, after completion, will be given KB Contributor Access (the ability to submit articles, editing exiting articles.
- Step 1: Complete the Purdue IT Knowledge Base (KB) Introduction & Overview course in Success Factors. This 20-minute course gives an overview of the Knowledge Base and completion of the course grants the user KB Candidate Access (the ability to write and submit draft articles).
- For more about the various roles and permissions in the Knowledge Base, see Knowledge Base: Roles and Responsibilities and Knowledge Base: Purdue IT Knowledge Base permissions and access.
For questions about KB Access, please email itservicemanagement@purdue.edu.
Getting Started
- Knowledge Base: Definition of Terms
This is a quick overview to orient you to TDX knowledge terms.
- Knowledge base article status and life cycle
The lifecycle of a Knowledge Base article begins with a Not Submitted article and progresses through when an article is archived. You can see where an article is in the lifecycle by referring to its Status.
- Knowledge Base: Roles and Responsibilities
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.
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Knowledge Base: Roles and responsibilities of Knowledge Base Team Leads
In TDX, individuals identified as “Team Leads” for knowledge base access have additional permissions and responsibilities for submitting knowledge. This article intends to provide an overview of various aspects of the role. -
Knowledge Base: Purdue IT Knowledge Base permissions and access
All Purdue IT employees who have access to the Team Dynamics portal also have access to the Purdue IT knowledge base depending on their level of training and involvement. - Knowledge Base: Visibility and Editing Matrix
The matrix in this article shows the visibility for all consumers of the Purdue IT Knowledge Base.
- Knowledge Base: Expectations for Standard Knowledge Activities
Overview matrix of Knowledge Base expectations based on role
Creating Articles
- Knowledge Base: How to create a Knowledge Base Article for Purdue IT
This article is for Purdue IT technicians who have access to create articles in the Knowledge Base.
- Knowledge Base: Use Existing Content to Create an Article
Overview of how and when to add knowledge from other sources to the Knowledge Base - Knowledge Base: Create a Link in an Article
How to add a link to a knowledge base article
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Knowledge Base: Make Anchor or In-Page LinksInstructions for creating an anchor text in an article for linking to other text in the article.
- Knowledge Base: How to add image to TDX Knowledge Base article.
This article provides instructions on how to add images to TDX Knowledge Base articles.
- Knowledge Base: Embed a Video Into an Article
You can embed a video from Kaltura or YouTube into a knowledge base article to help your audience better understand the instructions in the article.
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Article provides checklist for ensuring articles meet content standard in the Purdue IT Knowledge Base
Maintain Articles
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How to review and edit Knowledge Base Articles
Instructions for reviewing and editing Knowledge Base articles. - Knowledge Base: Search for Duplicate Knowledge before Creating a New Article
Before creating a new knowledge article, it is important to search for existing resources. - Knowledge Base: Search the Knowledge Base
All technicians can view all Knowledge Base articles regardless of an article's status or ownership. Article provides an overview of searching options.
- Knowledge Base: Give Feedback on Articles
Anyone with a technician role in TDX can leave Feedback on an article and can see all the Feedback left on any article. Feedback helps us keep our Knowledge Base up to date and relevant. Give feedback when content is unclear, incorrect, or could use improvement.
- How to know what KBs are in need of review
This article shows you how to create a desktop in TDX that shows you a list of articles owned by your group that are due for review or are set to be reviewed in the next 30 days