Guidelines for creating and maintaining support articles

Guidelines for creating a support article

Login to https://its.uiowa.edu/user with your HawkID and password. For access, please email its-webteam@uiowa.edu.
At the top left, click on Content. Then, click +Add content. At the bottom of the list, click Support Article.

Title – Enter the title of the support article here. Be descriptive (mention the service if needed, don't just say "FAQ") but also keep it as short as you can. The title will be used for the URL.
Short Description – The short description field is not necessary for every support article. If the title needs additional clarification, enter it here.
Summary – Provide a brief (under 250 character) summary description of the service. The summary is important because it is programmatically added to the catalog listing of services. In many cases, the summary and description can be the same.
Body – Use the WYSIWYG editor to create the main part of the support article.
Service – Search for and select the service that this support article is providing information for.
Category – Select the most appropriate category for the support article.
FAQ – If you would like a collapsible Frequently Asked Questions section added to the support article, then enter a question in the Question field and an answer in the Answer field. To add a second question and answer, click Add FAQ below and enter the information. To remove a FAQ entry, click the three-dot symbol to the right of the Collapse button, then click Remove.

Publishing options – (located at the bottom of the Edit view) To complete the process and publish your work, you must select “Published” in the dropdown under “Current state” and then click the Save button.

Support articles should be reviewed at least on an annual basis, if not earlier if you become aware of a change in process or information.

See the Guidelines for creating a support article above for explanations of the various fields.