Knowledge Management - How To Process Task Item: SME Reviews Article Content for Accuracy and Relevancy - Internal Only

Objective

Following these steps will complete the assigned Task: SME Reviews Article Content for Accuracy and Relevancy.

Environment

TeamDynamix

Before You Begin

When a KB Gaps Request comes through, it is likely that the Knowledge Management team will need assistance from a Support Group to provide and/or verify the information needed for the Knowledge Base. To facilitate this process and keep a record of the activity within TeamDynamix, we've created a Task Template that consists of two parts:

  1. SME Reviews Article Content for Accuracy and Relevancy; and
  2. KM Reviews Article for Standards and Publishes Any Changes

This article is about the first part, where a Subject Matter Expert (SME) is expected to review the request and advise what information is needed and correct. This may be as simple as confirming what is provided in the ticket, or it may be more extensive and require providing information that is currently missing or outdated.

Steps

  1. Open the assigned Task from TeamDynamix
  2. Review the Description of the Task to see if specific instructions have been added. The example below does not, having only the default text.
    Screenshot
  3. To see the main request, the ticket the Task is part of can be viewed by selecting it from the Service Request field of the Task. It will usually, but not always, be called KB Gaps Request.
    Screenshot
    1. Towards the bottom of the main request is a section called Knowledge Base Article. The article in question should be shown here and you can open it by selecting its name under Title.
    2. Review the Article according to the Request.
    3. You can edit the Article to make any needed changes. See KB 1991 (link) for instructions how to Edit an Article.
  4. When you are satisfied with the work completed, you can Update the task to mark it complete and advance the process to the next Task: KM Reviews Article for Standards and Publishes Any Changes.
    Screenshot
    1. Set the New % Complete field to 100%
    2. Add any Time Type per your group's policies/procedures
    3. Add any Comments to indicate what was done to complete the Task
    4. Select Save
  5. You're done! The assigned Task is now complete and the Knowledge Management team will continue the work on the next Task.

Additional Info

Though the Task is assigned to a Support Group, the underlying ticket is generally kept in the Service Management queue so it can be monitored.

 

Print Article