Article workspace

A support question becomes useful guidance when someone can recognize the issue, follow the answer and find the person responsible for keeping it current. The article workspace holds the title, category and body in one owned record. A Knowledge Editor can start with a repeated question from an incident or request, write the explanation in the body and assign the article to the person who understands the service.

Consider a service desk that repeatedly explains how to recover access to an internal service. The editor writes the steps and selects a category that readers will recognize. The owner reviews the article as the service changes. Publication status tells the team whether this is a draft, material under review, a published answer or archived guidance.

• Draft. Start with the question, the answer and a named owner. Keep the article in Draft while the editor checks facts with the service team.
• Review. Move the article to Review when its title, category and body are ready for a publication decision.
• Maintenance. Use reader comments and recent support work to decide whether the published text needs another edit.

An article can be part of an incident discussion without turning the incident into the source of the answer. The incident keeps its own summary, priority, service, asset and assignee. The article carries reusable instructions. This separation lets the Knowledge Editor revise guidance without rewriting an incident’s history.

Agree how categories will be named and who will own each part of the library. Use terms your service desk already uses in conversation, so an editor can choose a category consistently. Decide when a draft is sufficiently complete to enter Review and when a change to a published answer should be reviewed again. Assign an Article Reviewer who can check the answer with the relevant service owner.

Keep an active person behind each owner assignment. If ownership moves to another employee, update the person reference deliberately. A title that says “password reset” may be too broad if the body applies to only one service. Include the limits of the advice in the article body so another agent can use it safely.

Take a recent access incident. The Service Desk Agent explains the problem and the current resolution. The Knowledge Editor drafts a short answer, sets its category and assigns an owner. The Article Reviewer reads the text as someone who did not handle the incident. If the steps assume information a reader cannot see, return it for revision. Once the decision is made, check the publication status and date together. Later, read the feedback for that same article to see whether the answer worked for readers.

• My articles — Owned articles the editor can revisit before and after review.
• Published article library — Current guidance with its category, owner and publication date.
• Article workboard — Articles grouped by their recorded publication status.

Follow drafting and review to see how an answer moves from a support question to published guidance. Use feedback and revision when readers find an answer unclear. The data model shows the article and feedback references.