KB Stories. Roles identified. KB Admin - To Do. KB Admin. Moderator/Publisher/Approver. Author/Contributer. Basic User - User Internal

Transcription

1 KB Stories UC Berkeley Campus Ticketing Public Roles identified KB Admin Moderator/Publisher/Approver. Author/Contributer Basic User - User Internal Basic User - External KB Admin - To Do As a KB Admin, I should be able to create style guide which can be used a standard template for articles. As a KB Admin, I should be able to manage roles and responsibilities within the KB so that I can manage all access related information within KB As a KB Admin, I should be able to set permissions for different roles within the KB so that I can differentiate what each role does. As a KB Admin, I should be able to approve articles so that only the right information is published As a KB Admin, I should be able to deny articles so that only the right information is published. As a KB Admin, I should be able to edit articles so that I can make changes to articles As a KB Admin, I should be able to publish articles so they are made available to all users As a KB Admin, I should be able to manage 1/8

2 As a KB Admin, I should be able to manage taxonomy within the KB so that all content is organized and easy to find As a KB Admin, I should be able to run reports against the KB articles so that I can manage the usage and improve the content management. As a KB Admin, I should be able to delete articles so that only correct information is stored in the KB As a KB admin, I should be able to add a comment to articles rejected so that correct action can be taken. As a KB Admin, I should be able to see history of an article so that I know how the process was handled for a article As a KB Admin, I want to be able to manage read-only categories via grouper As a KB Admin, I want to be able to search KB articles easily so I can avoid creating duplication of the same article As a KB Admin, I want to be able to access logs, errors, failed search etc As a KB Admin, I want to manage user access list As a KB Admin, I want to modify presentation (look,feel,css etc) As a KB Admin, I want to suggest articles to users when submitting a ticket As a KB Admin, I want the tool to check for broken links and mis spellings across KB As a KB Admin, I should be able to distribute functionality by pre-defined roles As a KB Admin, I should be able to manage articles categories and sub categories As a KB Admin, I should be able to receive notifications if performance is degraded or 2/8

3 notifications if performance is degraded or system is down As a KB Admin, I want to be able to allow users to rate articles As a KB Admin, I want to be able to edit synonym list for searches As a KB Admin, I want to be able to see worklist of authors/publishers and generate individual reports based on articles submitted, no of articles need revising etc so that I can hold authors accountable and track their productivity As a KB Admin, I want to be able to add authors/publishers/internal users through active directory and assign roles to simplify user addition process/roles assignment As a KB Admin, I want the flexibility to present articles by most viewed, highest rates and/or manually as most important As a KB Admin, I want to be able to see ticket to KB usage by techs so I can note it being used and hold techs accountable As a KB Admin, I want to filters to sort/view manage large numbers of users/groups/articles As a KB Admin, I want import export functionality for articles As a KB Admin, I want to be able to view real time reports/metrics on user engagement so I can gauge if the articles are being used as they are created in response to critical updates/issues As a KB Admin, I want to be able to designate/create article workflow from creation to edit to revision publishing curation process so that I dont have to create outside external process that would complicate the process As a KB Admin, I should be able to assign articles/topics for creation to authors in 3/8

4 articles/topics for creation to authors in workflow to simplify assignments of article creation Publisher - To Do As a Publisher, I should be able to edit articles so that only correct information is provided to the customer As a Publisher, I should be able to request articles to be deleted so that only correct information is stored within the KB As a Publisher, I should be able to Tag articles to keywords so that search for documents becomes easy As a publisher, I should be able to categorize articles within the KB so that all articles are organized. As a publisher, I should be able to generate a KB article from a ticket within service now, so that I can create articles for new issues As a publisher, I should be able to approve articles so only correct information is published As a publisher, I should be able to reject articles so only correct information is published As a publisher, I should be able to edit articles to make changes to an article so that only correct information is published As a publisher, I should be able to publish approved articles so that only correct information is published in KB As a publisher, I should be able to add a comment to an article that was rejected so that corrections can be made. As a publisher, I should be able to receive notification when a article expires As a publisher, I want to be able to only 4/8

5 As a publisher, I want to be able to only view articles from my group As a publisher, I want to be able to see a work queue of all flagged article to simplify article curation As a publisher, I want to be able to flag an article so they can be sent back to the authors As a publisher, I should have access to only articles in my category/group Author To Do As a Author, I should be able to create articles to provide support to customers As an Author, I should be able to submit articles for review and approval so my articles can be published in KB As an Author, I should be able to see the status of articles submitted by me so I can track articles submitted by me. As an Author, I should receive an alert when an article submitted by me is approved or rejected. As an Author, I should be able to make changes to my articles so that I am providing the right information for the article As a author, I should be able to see a style guide so I know what format to submit articles so a standard format is followed within the kb As an Author, I should be able to see all articles submitted by me so I can track them and their progress. As a Author, I should be able to see a list of templates for certain types of articles so I know the correct format to submit the articles As an author, I should be able to attach files 5/8

6 As an author, I should be able to attach files to an articles to make understanding easy As an author, I should be able to send an request to the publisher group requesting status update on articles submitted so that I can track articles submitted by me As an Author, I have a ticket like queue of KB articles to create/edit As an Author, I want to have tickets marked marked as "add to KB" flow into the KB worklist automated and have specific ticket info available so i dont have to switch between areas and manually move tickets. As an Author, I want to move 'golden ticket' to KB articles As an Author, I want to receive notifications for articles that need to be revised so I can make changes to articles that I have submitted. As an author, I want to have access to reports so I can if desired see where the need for articles lie. As an Author, I want to see my queue of articles that need revisions so that I can quickly parse my workload Basic User A a basic user, I should be able to see all articles within the KB so that I can see what articles can help me with my issues As a Basic user, I should be able to search for articles based on keywords so that I can see articles that can help me with my problem As a tech, I can quickly reference KB articles based on categorization of a ticket so that I don't need to reference multiple systems As a customer, I want to be able to access 6/8

7 As a customer, I want to be able to access the knowledge base so I can check articles to solve my issues As a service desk analyst I would like the system to offer suggestions As a tech, I can quickly connect a ticket into a KB document so that I don't need to write a process again As a basic users, I should be able to search for attachments and forms within an article so that I can see articles that come with that attachments As a basic user, I should be able to see articles based on categories so that can browse through the KB As a basic user, I should be able to comment on articles so that feedback can be collected As a basic user, I should be able to rate an article so KB team can know how useful the article is at solving issues As a basic user, I should be able to see the top 10 articles for the week so I know what others are looking at As a basic user, I should be able to see articles based on function As a basic use, I should be able recommended related article to me As a basic user, I want information that is kept upto date As a basic user, I want to save and print articles easily As a basic user, I want to be able to submit a request ticket if article doesnt answer my questions. As a basic user, I want a look up tool in ticketing system to find and insert KB articles as answer 7/8

8 As a basic user, I want to be able to sort alphabetically through the KB so i can easily locate solution to a tech issue Features Create Edit Publish Delete? Retire? Archive? view feedback Import Approve,deny,pushback Add articles Define roles within KB Feedback Comments/Cust Scoring Link to existing incident management tool (FP) and then change it to SN after the deployment Calnet Authentication Rabbit As a rabbit, i wants grass so I can be very happy Add a list 8/8