This article is meant for Tier 1, Tier 2, Engineering and Product Development only. |
Publishing to Technical Library can mean two things. Are you publishing an internal article only (the Home space)? Or does it need to be public-facing too (The Evolve IP Knowledge Base)? This publishing procedures for Tier 1, Tier 2, Engineering FAs, and Product Development are below.
This will give you a quick idea of the permissions that each support-related Tier has.
Publishing Permissions | Submit Article | Publish to internal Technical Library (Home) | Publish to public Technical Library (Evolve IP Knowledge Base) | Publish to Product manual (internal and external) |
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Tier 1 | ||||
Tier 2/Engineering/Service Delivery | ||||
Product Development |
Tier 1Please follow the Submit Article procedure to write your article and have it approved by your FA Tier 2 |
Tier 2/Engineering/Service DeliveryTier 2 is responsible for adding new articles and approving Tier 1-submitted articles to the internal Technical Library (Home space). Engineering FAs and Service Delivery are only responsible for building their own content and placing it appropriately within the internal Technical Library (Home space). If your article needs to be public-facing, you'll need to contact Product Development to QA your article and then publish it live to the Evolve IP Knowledge Base. Please follow the below procedures to publish your article. Approving Tier 1-submitted articles (Tier 2 only)
Writing new articles
Deleting an ArticleIf you remove a public article you have to remove it from both the HOME space and the Evolve IP Knowledge Base.
Example: So let’s say we need to delete “Email Archiving Admin Guide” as per the screenshot below
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Product DevelopmentPublishing your MOPsOne of Product Development's main responsibilities is writing and publishing original technical MOPs and processes for products. These MOPs will eventually live in the Technical Library. They can be either internal or external. The below video will walk through the entire process. The main steps are:
Publishing public-facing Tier 1, Tier 2 and Engineering-submitted MOPsTechnicians use the Submit Article procedure to create MOPs. If they are internal, Tier 2 can approve them and move them into the Technical Library. If they are public-facing, then It's our job to approve and move them. Public articles are published with the same Source > Target model as the Product Manual pages. The source is at Home > Technical Library. The target is Evolve IP Knowledge Base > Technical Library. Like the Product Manual, the target Technical Library is meant for public consumption and should never be edited. Guidelines for approving an article to go publicAfter Tier 2 approves and moves an article to the internal Technical Library, they will reach out to Product Development for public approval. Here are some guidelines to consider before making an article public
If the above steps have been taken then you are good to publish the article using the Publish button. Moving an articleEditingTo edit a page, simply make your changes and click the "Update" button, and then click the Publish button. Deleting an ArticleIf you remove a public article you have to remove it from both the HOME space and the Evolve IP Knowledge Base. |