TDX Knowledge: Definition of Terms

This is a quick translation sheet to orient you to TDX knowledge terms. 


Articles should be owned by a Group (formerly Assignment Group).

Together Ownership and Status combined affects who can edit an article. In brief:

  • Technicians can edit "Not Submitted" articles they own individually or that are owned by their Group.
  • Group Knowledge Editors can edit articles they own individually or that are owned by their Group.
  • Global Knowledge Editors can edit all articles owned by anyone in any state.


The article's Status identifies where it is in the knowledge workflow. Ownership and Status combined affect who can edit an article. For a detailed description of article statuses see Article Status and Lifecycle Overview

  • Not Submitted are draft articles.
  • Submitted articles are ready for editor review.
  • Approved articles have been vetted by an editor. 
    • Note: Only Approved articles display when a technician uses the Categories to browse the Knowledge Base. For this reason, Work in Progress (WIP) articles are also set to the Approved status. WIP articles are denoted by WORK IN PROGRESS: at the beginning of their titles and are in the Work in Progress - Direct from Incidents category.
  • Rejected articles have been rejected by an editor. 
  • Archived articles are retired knowledge, and should not be used for incident resolution.


An Approved article that is not also Published is approved for daily IT support operations, including any articles meant for support staff across teams and tiers. 

Articles that have been been Approved and flagged as Published in TDX are pushed to the IT website ( or are available when logged into TDX. Refer to Put Restricted Content in the TDX Knowledge Base.

  • Only Global Knowledge Editors can flag articles as Published.
  • The Public flag in TDX does not publish an article to the IT website and we are not using it.


This is the title of an article.

Article Summary

The Summary field displays in search results for knowledge articles, both within the Knowledge Base and when searching for knowledge from an Incident. Article summaries are ideally under 100 characters and should contain information based on knowledge article type.

Article Type Information to include
Incident Models List of the applicable technologies
Other article types A short statement that clarifies the title, if necessary
Published articles A copy of the first sentence of the article

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