Please refer to the Campus Facing Support Content Service Catalog Entry for customer-facing information regarding this service offering. DAC professional and student staff should respond to Campus Facing Support Content PSU Help Center Requests for new or updated ITKB content as follows:
Requests for New ITKB Content
Step | Details |
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Process Incoming Ticket | Add a “Content” label to ensure it appears in the “Content and Communications” filter. Delegate and assign to professional or student staff. Change ticket status to “In Progress.” Reach out to the customer to assess needs.
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Manage Backend Content | |
Consult as Needed | The requester may require support in planning and crafting their content from an accessibility, usability, technical writing, or content management perspective. Run usability testing on all steps outlined in the article in order to ensure that the article is as accessible and user-friendly as possible to all users.
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Revise and Draft in Confluence | |
Resolve Ticket | Respond to the requester thanking them for reaching out to us and requesting that they take a final look at the published article before we resolve the ticket. Once the requester has approved the article, resolve the ticket with a message containing methods for requesting updates in the future.
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Requests for ITKB Content Updates
Step | Details |
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Process Incoming Ticket | Add a “Content” label to ensure it appears in the “Content and Communications” filter. Delegate and assign to professional or student staff. Change ticket status to “In Progress.” Look at metadata and confirm the requester is the assigned Content Owner or SME for the article. Reach out to the customer to assess needs.
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Consult as Needed | The requester may require support in applying their content updates from an accessibility, usability, technical writing, or content management perspective. Run usability testing on any additional steps outlined in the updates in order to ensure that the article remains as accessible and user-friendly as possible to all users.
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Revise Confluence article and Google Document | |
Resolve Ticket | Respond to the requester thanking them for reaching out to us and requesting that they take a final look at the re-published article before we resolve the ticket. Once the requester has approved the updates, resolve the ticket with a message containing methods for requesting updates in the future.
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