Metadata in knowledge articles


Reuse words from the article's short description, error messages, etc.

The "Meta" field is weighted high in the search calculations. Therefore, it's important to put the critical words in the "Meta" field even if they are already in the short description or in the body. If your article is about Outlook, for example, the word "Outlook" should definitely be in the "Meta" field. Also use words from error messages when possible.

Ideas for words to use

Unified Communications and Skype for Business

Microsoft Skype for Business SfB Texas Tech University TTU Unified Communications UC

Optional, depending on the type of article

telephone phone number DID EV enterprise voice mail voicemail VM service video call IM instant message response group RG VoIP IVR auto automatic automated attendant dept department departmental directory menu recording greeting dial

askIT and knowledge base

KBase K-Base KB knowledgebase knowledge base askIT ask IT Help Central HelpCentral ITHC Desk Helpdesk Service Now ServiceNow


basic overview general info information about

Troubleshooting guides, especially intricate procedural guides

NOTE: Do not overuse the keyword "tguide". See the "tguide" section below. It should not be used on every troubleshooting article that we create. Ideally, there would be one of these troubleshooting guides for each major service only.

tguide trouble shoot troubleshoot guide

How to get assistance with a particular service

how to get request help assistance procedure process who where call contact

Microsoft 365

TTU Texas Tech University Microsoft365 Microsoft Office 365 Office365 O365 M365

Optional, depending on the type of article One Drive OneDrive for Business cloud storage file document web app webapp site website suite service online

Required TTU Texas Tech University TechMail mail email Microsoft365 Microsoft Office 365 Office365 O365 M365

Optional, depending on the type of article

Exchange Online server ActiveSync EAS EWS service Outlook web app webapp OWA webmail

Wireless network

Wi-Fi WiFi wireless network Internet

Optional, depending on the type of article

TTU Texas Tech University campus TTUnet net TTUguest guest visitor eduroam edu roam connect Res Halls ResHall residence hall dorm

Software installation

install set up setup program software application app

Web applications

webapp web app application website site page webpage


Apple iOS 17 16 iOS17 iOS16 iPhone 15 Pro Max Plus 14 13 SE


Apple tablet iPad OS mini Air Pro iPadOS 17 16


Apple Macintosh Mac OS macOS Sonoma Ventura Monterey 14 14.x 14.0 13 13.x 13.0 12 12.x 12.0 MacBook Air iMac Pro mini Studio

Windows 11

Microsoft Windows 11 Windows11 Win11

Windows 10

Microsoft Windows 10 Windows10 Win10


Android 14 14.x 14.0 13 13.x 13.0 12 12.x 12.0 11 11.x 11.0 Samsung Galaxy S23 Ultra Google Pixel 8 Pro 7

Health Sciences Center

TTU HSC TTUHSC Texas Tech University Health Sciences Center Nursing school SON Medicine medical SOM Pharmacy SOP Professions

IT Help Central

IT Help Central ITHC HelpCentral Helpdesk Service Desk



Anticipate what your audience might search for

Put yourself in place of the audience

Ideally, our goal should be a knowledge base that requires the least amount of training possible for average users to benefit from it. The searching should be intuitive to users so that there is a small learning curve on knowing what words to use in a search. Anticipate the actions of your audience (those searching for your article) by putting words which might be used in their searches.

Add the name of the system, application, operating system, and version.

If your article is written for customers, think about the end user being them and not just our support agents. You can do this by thinking about what types of problems might your audience encounter. What problems would they contact us about? What problems would your audience encounter that would result in them searching for the article that you are drafting? Use the keywords that the audience in that situation would use when they search.

Add misspellings and slang words

Anticipate common misspellings and other mistakes of your audience (for example, for Rogue DHCP articles, type "rogue" and "rouge" as keywords). Don't go too far with this, however. Only use common misspellings.

Add slang keywords. For example, if your article is about creating an interaction in ServiceNow, add the slang terminology "ticket" and "issue" to the "Meta" field even though it may not be proper terminology to use in the main article content like the short description field.

Remember: just because you know how to correctly spell a word doesn't mean your audience does. Look for instances where words might be separated or combined in a search, whether mistakenly or because of ambiguity. This is commonly the case with compound words and portmanteaus. For instance, articles created regarding the TechShare service should include "Tech", "Share", and "TechShare" as keywords because some people may search for "TechShare" while others might mistakenly type "Tech Share".

Non-dictionary keywords

The following are officially approved keywords for use in askIT that are not dictionary words. These words are approved for use on certain articles to make finding content in askIT easier.

KBguideProvides authors of knowledge articles with best practices guides.
tguideProvides support agents a troubleshooting guide and documentation on what information to gather from the customer for particular types of issues. See "tguide" section below.
NSCguideUsed for our guide for NSCs.
ITvidArticles containing embedded videos created by the TTU IT Division.
3pvidArticles containing embedded videos created by a third party (non-IT Division, such as Microsoft or Apple).
ms-settingsFor any Windows article that use these blue ms-settings hyperlink button.


In order to help Service Desk agents troubleshoot various issues, special guides are created in askIT with a keyword "tguide" (short for "troubleshooting guide"). See the knowledge base documentation regarding templates for guidance on which template to use and how to frame these types of articles.

A tguide may contain a list of information for the agent to gather, either because it will help them in the troubleshooting process or because it is needed for agents at a higher level. When the information is listed, the following text should appear above the list, and items should be placed in italics and green font (#2dc26b) if a corresponding question does not exist for the item in FootPrints.

Based upon the type of issue, please answer the issue-specific questions in FootPrints and gather the following information to assist in handling the issue. Gathering this information may help you determine how to fix the problem or it may be necessary if the issue needs to be assigned to another team. Do not simply collect this information and assign the issue without troubleshooting to resolve the issue.

TIP: Items for which a specific field does not exist in FootPrints are designated in italics and green font.