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 Knowledge Articles (KAs). Members of this team have access to certain KA 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 KA, the Technical Review Team and Assigned Team form fields autopopulate 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 Technical 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