Zelfservice
Kennisartikel publiceren
Publish a knowledge base article
Publish a reviewed knowledge article. It appears in the requester portal only when visibility is also public; internal and restricted articles stay outside portal search. Draft, under-review and archived articles are not current requester guidance.
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.
Publish a knowledge base article
Publish a reviewed knowledge article. It appears in the requester portal only when visibility is also public; internal and restricted articles stay outside portal search. Draft, under-review and archived articles are not current requester guidance.
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
- Published alone is not enough for requester portal visibility; visibility must also be public.
- Unpublishing does not delete the article; it changes status so requester-facing surfaces stop showing it.
- Archived articles remain stored but should not be treated as current guidance.
- Go to ITSM → Knowledge Base.
- Find the article using search or the Status, Category, and Difficulty filters.
- Open the article and review the content for accuracy.
- Set Status to Published when the article is ready.
- Set Visibility to Public if requesters should see it in the self-service portal.
- Save the article.
- To unpublish, return to the article and set Status to Draft, Under Review, or Archived.
Expected outcome: The user has reviewed the result of publish 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
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