MiChart knowledge articles should follow the standard knowledge management processes and content style guide, but have additional guidelines to help ensure consistency and ease of use for the customers. 

The Knowledge Management Ownership Transition for MiChart articles resource is also available. You can also watch a video that is a guided walk-through of this resource.

MiChart articles should have the following additional elements included in the articles:

Categories

• • This is how the content will be organized within the KB. Users can filter on this. Each article can only belong to one category. Users can include multiple categories in their filters.
  • Specific categories have been identified for MiChart articles. The list of categories is below. If an article does not fall into any of the specific categories, there is also a general MiChart category. 
  • Categories can only be added by knowledge managers; please submit a feedback task if you think a new category should be added.

Audience

• • Audiences are included in the body of the article to provide additional information about who the content pertains to. 
  • The list below is to help ensure consistency in the audiences. Others can also be used, but for consistency, please submit a feedback task to have the list updated.

Venue

• • Venues are included in the body of the article to provide additional information about who the content pertains to (further refines/defines the audience). 
  • The list below is to help ensure consistency in the audiences. Others can also be used, but for consistency, please submit a feedback task to have the list updated.

Tags

• • Tags provide additional ways for users to filter their search. Each article can have multiple tags, but a user can only filter by one tag at a time.
  • Always use tags with (KM) - these are shared tags to ensure they fall into one filter. 
  • Tags can only be added by knowledge managers; please submit a feedback task if you think a new shared tag should be added.
  • Find out more information about add Tags to your article here. 
    
    • Note: When creating a new article, you may only see the Tag option displayed in your Menu icon after saving/updating your article.

Escalation Blocks

• • These are only seen internally (customers don't see this), but identify for the Service Desk which team tickets should be escalated to related to the functionality contained in the article.
  • To add an escalation block:

1. Place your cursor in the location within your article that the escalation block should be displayed. (This should be the first thing that is displaying within your article.)

2. Click Add Blocks.

3. Click Advanced Search.

4. Check the box next to the services/teams that should receive escalations from the Service Desk related to the article content.

5. Click Insert to article.

6. Close the window.

Meta Data

• • Meta data provides additional key words that can help users find articles in searches. This can include weighting to have certain articles appear higher, as well as using alternative terms or spellings that might not appear in the article (e.g. In Basket versus Inbasket). See this article for additional information. 

Frequently Asked Questions:

• Is there one date when all PDF tipsheets will be handed over to the application teams?
  
  • There are more than 1500 tipsheets to be converted so this conversion and transition process may take up to a year.
  • PDFs tipsheets will be converted into a KB article by the ID. Then, the ID will reach out to the application team that should be the new owner. After confirmation of this, the ID will assign the new KB article to the application team in ServiceNow. Then, an AC from the application team will approve it from the ServiceNow Knowledge Management dashboard.

• What is the Knowledge Management Transition resource?
  
  • This resource provides an overview of the knowledge management transition process and key resources that you will use throughout this process. There are also some scenarios to work through to validate your understanding of the new process

• How do we see articles that are expiring?
  
  • From the ServiceNow Knowledge Management dashboard, you can click on the # of Articles Expiring Next Month and it will open to show you all the articles set to expire soon. If you select an article, you can see the Valid to date. After this date, the article is no longer visible or accessible to end users.

• If it expires, can we still access this article?
  
  • Yes, you can find the article, review it for any necessary content updates, and update the "Valid to" date and re-publish it.

• How does this work during upgrades?
  
  • Changes related to feedback or an optimization are the responsibility of the ACs. Upgrades are considered projects. IDs and ACs both develop and/or update articles based upon the project needs. So, for example, if there is an existing article that needs an update as a result of the upgrade, the AC would make this change. If a new article is needed as a result of the upgrade, the ID will create the new article and assign ownership to the appropriate AC group for ongoing maintenance.

• How do we get access to the Knowledge Management Community of Practice (KM CoP)?
  
  • A Community of Practice meeting is held once per month on the fourth Tuesday of each month from 3 – 4p.  To add this to your calendar, you can click this link.

• Where do we find the ServiceNow dashboard?
  
  • You can access the dashboard here. 

• How do we know if we have any existing Landing Pages or not?
  
  • As articles are transitioned, you would become aware of those articles and can make a note of them same as all other articles.

• How do you know if your team needs a Landing page?
  
  • If there are a number of articles around a centralized topic, it may make sense to have a landing page with links to all the other related articles. There is no specific guideline on this; it's really up to you and your team on whether or not there is a sense of having enough related articles that could benefit from connecting them on an overarching landing page.

• Is there a way to know if this is an external or internal page?
  
  • When searching ServiceNow, you can see icons on the left-hand side of the search results. There are icons to represent Information Technology Protected (book icon), and MiChart (hospital/plus sign icon) and these are accessible to authenticated end users. You may also see Information Technology Internal (HITS Internal logo), which is internal only to HITS staff and Trusted Service Providers (TSPs) and not accessible to end users. Information Technology Public (computer icon) is open to the general, unauthenticated public and is open to Google search.
  • See also ServiceNow - Knowledge Bases, for a complete list of all active knowledge bases in ServiceNow, along with the Description (including Content, Viewership, and Contributors), Knowledge Owner(s), and Knowledge Managers.
    
    
    

• How will we know if we have internal pages that we are responsible for?
  
  • All articles owned by your group will show up on your ServiceNow dashboard.

• What is appropriate to put into a tipsheet or knowledge article, even if it's really just for one small team?
  
  • Any workflow that someone might need assistance with would be appropriate to put into a tipsheet or knowledge article. It is important to include the audience in the title if it's for a specific unit or department so it can be easily identified when that topic is searched.

• For existing articles, how do the IDs know which team an article should be assigned?
  
  • The ID will reach out to the team they think it should be assigned to. Once verified, the ID will actually reassign the ownership group in ServiceNow.

• I had to submit a ticket to request an existing article be updated. How will I know it has been updated?
  
  • If you submitted the ticket, you should receive an email when the ticket is updated. In this case, the ticket should get updated when the article is updated.

• If an article has been retired and we determine that we need them to never retire, do I need to recreate it? Is there a Do Not Retire list?
  
  • You may need to recreate the article but it is possible to retrieve some of the source text from LDD. Reach out if you find a need for this. In terms of making sure it does not retire, every article has a two-year Valid To date from the time of the most recent update. Expiring articles can be viewed from the Knowledge Management Dashboard. You will want to make sure to check this to update this Valid To date (if nothing else) and republish the article before it expires.
  • If a ServiceNow knowledge article has been Retired, a Knowledge Manager is able to republish it. Please submit a ticket to the Service Analysis & Improvement team.