Create a New Article Request
Table of Contents
Scope
Intended Audience: All OIT & MMN Employees
This article outlines how to create a knowledgebase article request according to OIT standards. All article requests should match the standards outlined here before being submitted to the Solutions Hub for fabrication. Multiple articles will be merged to craft a one-stop article to suit any user or permission level.
Doc requests should be submitted using the link below. Please note all doc requests have a 7-day turnaround time.
https://forms.clickup.com/24555569/f/qdc1h-94631/ATYBUNWPP2GKVHX7YN
Article Requirements
Follow these requirements when submitting new articles or updating existing ones.
Title
Ensure that the title is a clear description of the objective of the article. Note the platform used in the title. Use present tense when writing the article and avoid phrases like “How To”.
Bad Title Examples
Agent Portal, Making a New Partner, How to Add a Phone Number, Provision Phone
Good Title Examples
Rev.io: Create a Channel Partner Agent, NDP: Create a Reseller User, Bandwidth: Purchase a DID, Manually Provision Yealink Devices
Scope & Requirements
Scope
A Scope section should be included at the top of the article with a short sentence or two as to what will be accomplished by this article, along with the intended audience.
Intended Audience: An intended audience should be listed on all articles to show who the audience is intended for. Intended Audience must be chosen from the following list: All Employees, Tier 1/2/3 Technicians (or higher), White Label Partners, Channel Partners, All Users, <Department Name> Department)
Requirements
The requirements section should list any needed logins (including permissions) or additional articles that may be needed to continue and should be formatted in a bulleted list
Formatting
- Text within sections should be Paragraph
- Names of buttons or items to select should be in Bold
- Steps should be formatted as an ordered list
NOTE: Notes for any steps should be in bold, using Shift+Enter to create a new line
Info Blocks & Headers
Break steps & information into logical information blocks. If an article involves multiple systems, separate the steps for each system into its own info block. Each info block should have a title in Heading 1. Subtitles within information blocks should be Heading 2, and so on.
Internal Info Blocks
Internal info blocks can be created to provide additional information to certain users while allowing the rest of the article to remain visible to external users. If an info block is needed, please note it in the section
Hyperlinks & Anchoring
Under no circumstances should any articles link to Sharepoint or contain private company documents. KB articles can be linked normally or embedded within the KB. It is recommended to use the embed option if specific steps are needed within that process or if one process KB is used for multiple departments, like purchasing a DID.
Images & White Labelling
- Use images to show the intended result. Ensure images are clear, and annotate using red boxes and arrows where necessary. If you do not already have a screenshot and annotation tool, you can Install and Set Up ShareX
- Images of any portals should not include any information pertaining to OIT or OITVOIP.
- Make sure the screenshot Justified Left and is on a new line using Shift+Enter.
- Any images of the voice or mFax portal should be done using the https://manage.niftywidgets.co URL for branding.
- There should be no mentions of OIT, OITVOIP, or v1 on articles unless otherwise specified or related specifically to company policies
- No passwords or logins should be listed on any articles, nor should any links to other websites be present. If a particular asset or login is needed, you may refer to the name of the object in Bold.