Zelfservice
Kennisartikel maken
Create a knowledge base article
Create a clear knowledge article under ITSM → Knowledge Base. Requesters can see it in the portal only when it is both public and published. Use specific titles, summaries, headings and complete instructions with safeguards.
Voor wie
Beheerders, medewerkers en IT-teams die ITLedger gebruiken voor dienstverlening, assets, compliance en rapportages.
Taken
Kies je taak. De volledige werkwijze, voorwaarden en aandachtspunten staan hieronder in het Engels.
Create a knowledge base article
Create a clear knowledge article under ITSM → Knowledge Base. Requesters can see it in the portal only when it is both public and published. Use specific titles, summaries, headings and complete instructions with safeguards.
Who can do this: Tenant administrator, Operator
Before you start
- Use an account with access to the stated page and permission for the chosen action.
Safeguards
- New articles default to draft and internal visibility.
- Portal articles must be both published and public.
- Add attachments after the article has been saved, by reopening it.
- Thin or vague content is harder to find and use. Include the necessary context and safeguards.
- Use the title a requester would actually search for.
- Go to ITSM → Knowledge Base.
- Click "Create Article".
- Enter a clear, descriptive title.
- Add a summary and article body. Use headings and numbered steps for procedural content.
- Assign category, optional subcategory, tags, difficulty, status, and visibility.
- For requester-facing content, set visibility to public and status to published when it is ready.
- Save the article. Attachments can be added after creation by reopening the article and using the Attachments tab.
Expected outcome: The user has reviewed the result of create a knowledge base article in the application.
Aanbevolen werkwijze
- Schrijf in begrijpelijke taal voor de doelgroep.
- Archiveer verouderde kennis.
Gerelateerde handleidingen
Lees verder in Zelfservice
Portaal, servicecatalogus, aanvragen, goedkeuringen en kennisbank.