Knowledge Management Teams

By default, CSM provides a general Knowledge Management team, multiple IT Knowledge Management (ITKM) Technical Review teams, and a Format Review team.

Knowledge Management Team

The Knowledge Management Team is responsible for managing KAs. Members of this team have access to certain Knowledge Article Tools. For example, members can:

  • Access the IT Knowledge Manager Dashboard.
  • Edit a KA in any workflow phase (other Users can edit only in the New or Draft phase).
  • Send the KAs back for review/revision.
  • Access KA-related One-Step Actions.

IT Knowledge Management (ITKM) Teams

When logging a Knowledge Article, the Technical Review Team and Assigned Team form fields auto-populate based on the selection made in the Category field (see the table below).

You can manually change the Assigned Team after selecting the Category. For example, you may want to assign the KA to yourself when it is in Draft form. However, once you submit the KA for Technical Review, the Assigned Team will automatically change to match the Technical Review Team.

ITKM Techical Review Teams

There are three ITKM Technical Review Teams:

  • ITKM - Enterprise (for Enterprise Apps)
  • ITKM - HR (for Employee Support)
  • ITKM - IT (for all other Services listed in the table below)

Format Review Team

There is one Format Review Team:

  • Formatting

The KA automatically routes from the Technical Review Team to the Format Review Team if the Visible on Customer Portal check box is selected.

Service Category ITKM Technical Review Team Format Review Team
Account Management Cherwell Self Service ITKM - IT Formatting
Account Management Network Access ITKM - IT Formatting
Conferencing/Presentation Equipment Request ITKM - IT Formatting
Conferencing/Presentation Video/Audio Conferencing ITKM - IT Formatting
Desktop Management Anti-Virus ITKM - IT Formatting
Desktop Management Computer ITKM - IT Formatting
Desktop Management Misc. Software ITKM - IT Formatting
Desktop Management OS ITKM - IT Formatting
E-Mail/Calendaring Browser Client ITKM - IT Formatting
E-Mail/Calendaring Desktop Client ITKM - IT Formatting
E-Mail/Calendaring Mailbox ITKM - IT Formatting
E-Mail/Calendaring Mobile Client ITKM - IT Formatting
Employee Support Add/Change ITKM - HR Formatting
Enterprise Apps Accounting System ITKM - Enterprise Formatting
Enterprise Apps CRM/Sales Software ITKM - Enterprise Formatting
Enterprise Apps JD Edwards ITKM - Enterprise Formatting
Enterprise Apps Microsoft Office ITKM - Enterprise Formatting
Enterprise Apps Office Suite ITKM - Enterprise Formatting
Enterprise Apps Oracle ITKM - Enterprise Formatting
Enterprise Apps PeopleSoft ITKM - Enterprise Formatting
Enterprise Apps SAP ITKM - Enterprise Formatting
IT Service Desk Report Outage or Error ITKM - IT Formatting
IT Service Desk Request Help ITKM - IT Formatting
Network Services Backup/Restore ITKM - IT Formatting
Network Services Fileserver ITKM - IT Formatting
Network Services Physical Wires ITKM - IT Formatting
Network Services Wireless ITKM - IT Formatting
Printing Desktop ITKM - IT Formatting
Printing Network ITKM - IT Formatting
Telephony/Fax Call Center Telephony ITKM - IT Formatting
Telephony/Fax Desktop Telephone ITKM - IT Formatting
Telephony/Fax Fax ITKM - IT Formatting
Telephony/Fax Mobile Telephone ITKM - IT Formatting
Web Services Internet ITKM - IT Formatting
Web Services Intranet ITKM - IT Formatting