IT@UMN Site: Edit and Contribute Content
The IT@UMN website at http://it.umn.edu is managed by the Knowledge, Web, Training, and Communication team with the help of OIT staff members designated as content contributors by our service directors. The self-help content on the website is managed by public knowledge editors in the Tier 2 support teams and others involved in knowledge creation and maintenance in the IT business service teams.
Drupal vs. ServiceNow Knowledge Base Content
Self-help content is content about how to use a technology. It can be in the form of tasks that can be reasonably accomplished by a motivated end-user (e.g., step-by-step instructions), contextual information that can help end users understand how a technology is set up, or information about services available to help end users with the technology. It is not organizing information on the IT@UMN site, such as menus.
General, organizing, and self-help guide content is created and maintained in Drupal and published on the IT@UMN site. Self-help step-by-step content is created and edited in the ServiceNow knowledge base and automatically pulled into the the Drupal IT@UMN site every day. The knowledge base article number is included at the bottom of the corresponding Drupal web page. If you want to make changes to these pages, you must be authorized to do so, and then make the changes in the ServiceNow knowledge base.
Editing and Contributing Content
If content you want to update begins with "http://it.umn.edu" and it does not have a ServiceNow Article ID at the bottom of the page, it must be updated in Drupal. See IT@UMN Site: Drupal Contributor Guide.
In the Knowledge Base
If content you want to update begins with "http://it.umn.edu" and it does have a ServiceNow Article ID at the bottom of the page, the content must be updated in the ServiceNow knowledge base. See ServiceNow Knowledge: Create and Edit Knowledge Base Articles Self-Help Guide.