TeamDynamix knowledge base articles and services are organized into categories with subcategories. The categories have been set up according to the Educause Higher Education IT Service Catalog Model.
Plan ahead
Will the article be internal or public? Make sure that articles that should not be public are created in an internal category.
Creating and editing categories
Be careful creating or editing categories; they must follow the Educause guidelines. Make sure a subcategory doesn’t already exist! All categories must have an appropriate name, the correct parent category, be in the correct order, have an appropriate description, and an appropriate icon.
Make sure new articles and services are placed in the correct categories. Refer to Educause Categories. Use shortcuts to have an article displayed in multiple categories.
Update an article category by clicking Edit Article and clicking the Settings tab, or update a service description category by clicking Edit Service and clicking the Settings tab.
The category name, description, and order can be edited by clicking the Edit Category button to the right of the article Subject when viewing the category listing.
Don't expect the category the article is in to "tag" the article; the category will not contribute in a search to finding an article in that category. Don't put information in a category description that won't be in an article; the search will not find this information.
Links don’t break when article is moved from one category to another. Edit the article, and click the Settings tab. Select a new category for the article.
Plan ahead when creating subcategories. A request must be submitted to have a category deleted, but categories can be renamed and repurposed.
Internal categories
Internal categories are viewable by members of that department or area. Make sure to use the appropriate naming convention for internal articles.
Internal articles
Internal articles should be published to the KB (check the box). The articles are internal and not public after publishing because of the settings on the category they are in.
Drafts can be created in an internal category (or subcategory of an internal category) and easily shared with your team and then easily moved to the appropriate public category when ready. Links don’t break when an article is moved.
Shortcuts
Use Shortcuts to display articles in multiple categories.
View article shortcuts by clicking Edit Article and the Shortcuts tab.
See TeamDynamix: Working with Shortcuts to learn more.