Knowledge author

bcrose623 · ‎01-31-2022

I am looking to see what other companies are doing for a process with knowledge articles. The Company that I just started at has a current procedure with Knowledge management where KB's are tracked via the author. So when the article comes up for review a notification is sent to the author. When the author leaves the company or is promoted to a different position the Knowledge Process owner will change all of the KB's authored by that person to whoever is the replacement person.

Example: Bob created KB000123 and is the Incident Process owner. Bob moves to a new position as Change Process owner. Now Susie is the Incident Process owner. Current process will make Susie the author of KB000123 even though she didn't create the article.

So now Knowledge Process owner has to make a change to the author field every time this happens. They have also asked to have platform team modify an ACL so that they perform a export-import to update multiple records for knowledge articles.

1 st question. Does anyone else have a similar process?

2nd question. Would it be better to leave the author as the original author and send out all notification for review to an assignment group? One problem with this scenario is that the assignment group doesn't pay attention at notifications for KB's expiring with the group. And yes, there is also the issue where authors also ignore notifications for expiring KB's.

Looking for input as to what other companies are doing. If you have additional questions please let me know. Thanks.

Jace Benson · ‎02-07-2022

I'd love you to get the help your seeking but your question is either not clear, or specific enough to get help quickly. I'd suggest taking the following items into consideration and updating your post.

Regarding your question - Generally the last few companies I've worked I've pushed for the review to go to the approval team on the KB article as people come and go. SO do teams, but that is less frequent of a change.

Make a good to-the-point title for the question or as StackOverflow says, "Write a title that summarizes the specific problem". This helps because it lets those who can help, know they can without going into the post. You might be thinking, I can't sum it up it's too complex. No problem, try to think how you'd ask a busy colleague, and put that into the subject. If you're still having trouble, write the title last after all the details are fresh.

Good: Set Value form variable in the request form to Table field
Good: How to disable attachment confirmations?
Good: How can I set an override reference qualifier to a group
Bad:NetApp
Bad: Photo Masking
Bad: Not Available for Module script

Introduce the problem or write it as you might have explained using the rubber duck debugging method. In the body of your question, start by expanding on the summary you put in
the title.

Explain how you encountered the problem you're trying to solve, and any difficulties that have prevented you from solving it yourself. The first paragraph in your question is the second thing most readers will see, so make it as engaging and informative as possible.
Help others reproduce the problem. Include just enough code to allow others to reproduce the problem.
Do not ask on a old thread for help to a new issue. Make a new question.

bcrose623 · ‎02-11-2022

Sorry Jace but your response make absolutely no sense with your points. There is no code, it is not tied to an old thread, never heard of the rubber ducky method and your first point make less sense then what you think my question is.

If you want me summarize.

-we change KB authors based on who is in the position, not on who actually wrote the KB or has modified it.

-When KB comes up for renewal, we email author and not the assignment group

-Process owner now performs unnecessary work by changing authors when an author is promoted or leaves

Process owner has asked for rights to be able to modify multiple KB's to update the author, which only an admin can do.

I am looking for advice on what other people do for KB renewals and who is notified.

Jace Benson · ‎02-11-2022

Hey bcrose.

When I am looking at posts, an unclear title is something I think some just skip over. If the title was more specific like, "How does your org handle knowledge renewals?"

I know generally speaking, who writes the article is less important than what group maintains the article. I try and at the last 3 places I've worked seen these knowledge articles take advantage of the KB approval group field(custom) or ties the KB Category to a group e.g. Policies Category perhaps goes to the HR group.