Work In Progress (WIP) articles are generated directly from tickets, and should be created as part of the resolution process if no article for the knowledge you used to resolve the issue currently exists.
Creating a New Article When You Resolve a Ticket
- Open the ticket in TeamDynamix.
- Select Update from the Actions drop-down.
- Select Resolved in the New Status section of the Update page.
- Ensure you have written proper resolution notes in the Comments field. They will become the body of the new WIP article.
- You may use Templates if they are available. They automatically put the requester's name in the greeting area of the comment.
- See Write Resolution Comments for further details.
- You may use Templates if they are available. They automatically put the requester's name in the greeting area of the comment.
- Select Create new article in the Knowledge Base Article section once you have written proper resolution notes.
- Enter the technology, service, or business process that the article addresses in the KB Article Category. You may type it in manually or use the magnifying glass icon
to search for categories. - Fill out all other fields necessary to resolve the incident.
- Enter the technology, service, or business process that the article addresses in the KB Article Category. You may type it in manually or use the magnifying glass icon
- Click Save at the top of the page. The window or tab will close and return you to the ticket's page, and the status should read RESOLVED in the upper right-hand corner.
- Scroll to the Knowledge Base Article section of the resolved ticket. The section has a link to the new article.
- Click the link to the article to ensure that it appears in the Knowledge Base.
- Change the ownership of the article from yourself to the appropriate group.