WebDesk Training
KNOWLEDGE MANAGEMENT
(KNOWLEDGE ARTICLES)
Agenda
1.
2.
3.
4.
5.
How to vs. Who to
The Process
Creating Knowledge Article
Using/Searching Knowledge Management
Q&A
****Important****
LANDesk Service Desk should not contain any
type of protected information. Do not add or
include PHI, SSN or student information in your
service request or knowledge articles.
How to vs. Who to
 Article : any item created with Knowledge
Management. Analogous to a Request in Incident
Management and Change Request in Change
Management
 Article Types :


Knowledge Article : an article created to describe how to do
something
Support Contact Information : an article indicating who can
be contact for something
KCS
 KCS - Knowledge-Centered Support
 KCS Level 1 – Creators and users of knowledge
 KCS Level 2 – Managers of specific knowledge
 KCS Level 3 – Managers of all knowledge
 Support/Sponsor Groups – owners of the
information provided in articles, responsibility for
maintaining and retiring articles
The Process
•
Created : The process is preparing an article for publication.
Only available to creator
•
•
Draft : An article that is published for all IT to view
Approved : An article that has been published and reached
an effectiveness score of 60
•
Pending Review … : An article which is “flagged” by an
Analyst as needing correction/clarification
•
Retire : Previously published but removed from view because
information is obsolete
Logging into WebDesk
WebDesk URLs:
UFAD
- https://helpdeskuf.shands.ufl.edu/ServiceDesk.WebAccess.UF/wd/Logon/Logon.rails
Jax
- https://helpdeskjax.shands.ufl.edu/ServiceDesk.WebAccess.Jax/wd/Logon/Logon.rails
Shands - https://helpdesk.shands.ufl.edu/ServiceDesk.WebAccess.Shands/wd/Logon/Logon.rails
Main Dashboard
Key:
A = Login Info
G
B = Home Button
C = Search Box
D = Log off
E = Switch to Self
Service
F = Shortcut Groups
G = Shortcuts
H = Dashboard
H1 = Incidents
Assigned to Group
H2 = Incidents
Assigned to Analyst
B
A
C
H1
H2
F
D
E
Knowledge Article Window
Save and Close vs. Save
Both will create the article, but
Save and Close will close the
window immediately and you will
need to search for the article to
continue creating it as there are
additional actions not yet
complete.
General Details
Title - Brief description or title the
article.
Problem – Full description of what
the article was written for. What is
the scenario this article will
address?
Environment Details
Enter any specific environmental
information for the article such as
OS, hardware requirements,
printers, specific application(s).
Please put N/A if a field isn’t used
so the reader of the article knows
the field was intentionally left
blank.
*Note*
Pink fields are mandatory. You will
not be able to save the request
until all mandatory fields are filled
in.
Knowledge Article Window
(continued)
Solution and Status
Solution – This is where you would
put the steps you want the reader
to follow. These steps can by how
to troubleshoot an error, install
software or hardware, or just to
perform specific tasks. This is the
heart of the article.
Sponsor Group - The group that
will own the article. Only someone
with the KCS2 Role who is
currently logged into this group
will be able to “modify” articles
that have been flagged.
*Note*
Pink fields are mandatory. You will
not be able to save the request
until all mandatory fields are filled
in.
Actions/History
Actions available once an Article has been flagged or while creating the article
(continued) –
Submit – Moves the article from the Created state to the Draft state. Once in
the Draft state the article will be available in query search results.
Add Attachment – Add up to a 4Mb attachment to the article. Once a file has
been attached to an article, it can not be removed. It is recommended that if
you attach a file, name the attachment with a version number to allow you to
“version” your attachments in case you ever need to update the attachment.
Note***another option instead of using Attachments is to use a URL or UNC to
the document being hosted somewhere the reader will have access to. This
way you can update the file without ever having to update the article unless
the file location changes.
Note***another option if you do have an attachment you want to replace would
be to retire the article, then create a new article identical to the first one with
the new attachment.
Actions/History
(continued)
Actions available once an Article has been flagged or while creating the
article (continued)–
Add Keyword – Add any keywords the end user may use to find the article.
Queries will search the keywords that “contain” their search criteria.
Example –
A search for “tickets” will not find an article with a keyword of “ticket”
because “tickets” is not contained inside of “ticket”.
A keyword of “tickets” will return results for search criteria of “tick”,
“ticket”, or “tickets” because they are all contained inside of “tickets”.
You can have as many keywords as needed and they can each be in their own
line or multiple keywords in one line.
You may want to include common misspellings of words as keywords.
You may want to include old system names as keywords.
Modify Article – Brings up a modifiable version of the article with
all modifiable fields unlocked. Once you have made the necessary
changes save and close the modifiable window.
After you have finished modifying the article remember to use the
“Reviewed for Draft” or “Reviewed for Approval” action to put the
article back into production.
Actions/History
(continued)
Flag for Review– Allows readers of the article to “flag” the
article as having an issue that needs to be addressed.
When flagging an article, be as specific as possible about
the issue that needs to be addressed so the KCS2 of the
sponsor group knows what to address.
History– Line by line audit of actions performed to the
article.
Actions/History
(continued)
Flag for Review Window –
Comment – Explanation of
the issue with the article.
Be as specific as possible
about the issue that needs
to be addressed so the
KCS2 of the sponsor
group knows what to
address.
Created On – Date and
time the article was
flagged.
Created By – Analyst that
flagged the article
*Note*
Pink fields are mandatory.
You will not be able to
save the request until all
mandatory fields are filled
in.
Actions/History
(continued)
Actions available once an Article has been flagged or while creating the
article –
Retire– Moves the article to a retired state. Retired articles still
exist in the database, but will only show in the “List of all Articles”
query or the “Articles by ID Number” query. All other queries do
not show retired articles.
Reviewed for Draft – Moves the article from the Pending Review for
Draft state back to the Draft state. Basically puts it back into
production.
Note***only displayed if the article is in the Pending Review for
Draft state.
Reviewed for Approval – Moves the article from the Pending
Review for Approval state back to the Draft state. Basically puts it
back into production.
Note***only displayed if the article is in the Pending Review for
Approval state.
Searching for Information
Select the Queries shortcut group.
Select the query you want to use.
Some queries will prompt for search
criteria, other have the criteria preselected.
Incident Search is a powerful query
that will allow you to search for many
fields. The query will update every
time a new field is entered.
Additional options in the small white
triangle in the corner allow you to:
Hide the query filters
Prevent launch
Insert additional filters
Export the query results to .csv
Search box at the top of the screen will
allow you to do a Knowledge Search of
the Knowledge Management system.
This will search all Incidents, Changes,
and Knowledge Articles.
Searching for Information
(continued)
Select the Queries shortcut group.
Select the query you want to use.
Some queries will prompt for search
criteria, other have the criteria preselected.
Keyword Search – Knowledge Article
will only search the keywords for
“Knowledge” articles.
Keyword Search – Support Information
will only search the keywords for
“Support Contact Information”
articles.
Additional options in the small white
triangle in the corner allow you to:
Hide the query filters
Prevent launch
Insert additional filters
Export the query results to .csv
Search box at the top of the screen will
allow you to do a Knowledge Search of
the Knowledge Management system.
This will search all Incidents, Changes,
and Knowledge Articles.
Tips and Tricks

Email added to Notes
 Include support@shands.ufl.edu in the To or CC fields.
 Subject must “contain” Update: XXXXXX
 Subject Example – Update: Service Request XXXXX
 The email will be added to the service request as a note.

Spell Check – Most fields have spell check turned on. Works the same as Office spell check.
Uses an US English dictionary although you may find some UK words occasionally.

Templates – There are two types of templates.
 Template dropdown in the service request form. Only auto-fills the Summary and Details
fields.
 Templates located in Shortcut groups. These templates can auto-fill all fields in the
service request form. More robust then the template dropdown list.
Q&A

Send comments about the instruction/instructor(s) to Lewis Drageset, dragel@shands.ufl.edu

Email our team:
 Joe Schentrup – jschen@ufl.edu
 Mark Sheridan – sherim@shands.ufl.edu

Trouble with access – submit a Service Request, assign to Identity and Access Management

Trouble with use – submit a Service Request, assign to Client/Server Integration