Catalog Request for Knowledge

[StephanieM34173]

Good afternoon,

I am looking to create a Catalog Request for Knowledge Items. For example, if someone is requesting a new Knowledge Article to be created (i.e., someone from the ServiceDesk is requesting the Ownership group to create a knowledge article) or if the information in a current knowledge article is incorrect, they will email a Distro group and then we work with the ownership group to get a new article created or the current article validated and published. It is very hard to keep up with emails, so I was thinking of creating a Catalog Request for these types of requests. 

I am looking to see if any other company has this type of item and can share with me what types of information you look for in the form, workflow, etc.

I have something that I am working off of but wanted to see best practices of what other teams may be using.

Thank you,

[qprinsloo]

We recently created a catalog item for new knowledge intake only. For modifications to existing articles we use feedback tasks created based on negative feedback and comments on the existing article itself. The benefit to using feedback tasks for action on existing articles is that those can be auto routed to the ownership group of the article (if you're using ownership groups). This gets the task and responsibility to update directly to the appropriate group owning the article. On the feedback tasks, we've removed the approval step on the requestor and instead have this setup 1 directional only.