Troubleshooting Knowledge Article Template for TeamDynamix

Be Aware of Guidelines

Read the TeamDynamix Content Style Guide for full guidelines on writing knowledge articles. Reminder, each article needs a properly formatted title, summary, and tags.

About This Template

 This template is designed for troubleshooting articles.  It provides a structured format for diagnosing and resolving common user issues.

When to Use This Template
Use this template when:

  • Addressing frequent technical problems or errors.
  • Providing step-by-step solutions for troubleshooting.
  • Guiding users through resolving issues with a product or service.

Example Use Case for this Template
A troubleshooting article about resolving campus Wi-Fi connectivity issues.

Best Practices for Writing Troubleshooting Articles

  • Provide clear, step-by-step troubleshooting guidance.
    • Use numbered steps when order matters.
    • Use bullet points for unordered suggestions or alternative solutions.
  • Start with the simplest solutions and progress to more advanced troubleshooting.
  • Include general troubleshooting steps first, then specify guidance based on:
    • Different operating systems (Windows, macOS, etc.).
    • Different devices (laptops, smartphones, tablets).
    • Different user types (students, faculty, staff).
  • Minimize the use of screenshots whenever possible.
    • Instead, provide clear, written instructions to ensure accessibility and longevity.
    • If images are necessary, ensure all include alt text for accessibility and all important information is also clearly included in text on the page.
    • Read more about accessibility

 

⚠️ REMOVE ALL TEMPLATE INSTRUCTIONS BEFORE FINALIZING THE ARTICLE.

 

Issue Description

A short paragraph defining the problem.

Possible Causes

List of common reasons for the issue.

  • Item
  • Item

Environment

This section is optional, use only if the environment matters. Choose either State-Owned Devices or Personal Devices and delete the other. If environment doesn't matter, delete this whole section.

State-Owned Devices: Equipment provided to university employees and managed by Minnesota State University, Mankato. The steps, tools, or solutions in this article may not work on personal devices due to administrative restrictions or licensing requirements. 

Personal Devices: Equipment owned and maintained by individual users. 

Resolution

Brief description of resolution. 

  1. First step
  2. Next step
  3. Next step

More Resources

  • Link to external resources if applicable

Still Need Help?

Visit the IT Solutions Center page to view current hours, locations, and contact information.

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