Assigning or reassigning articles with Team Publishing

Team Publishing enables you to assign an article to an agent and add an internal note for them. This is useful for making a team member responsible for updating, reviewing, approving, or publishing an article.

You can only assign an article to an agent who has permission to edit the article. You can add an internal note to the let the assignee know what is needed. You can reassign articles as needed, as they move through the various article states in the workflow.

When you assign an article to a user, that person receives an email notification with a link to the article. Guide admins can view all of their assigned articles in an article list. Users who are not Guide admins cannot view article lists, so they need the direct URL to access the article.

This article covers the following topics:

• Assigning an article to an agent
• Reassigning an article to an agent
• Viewing articles assigned to you
• Unassigning an article

Assigning an article to an agent

You can assign an article to any agent who has permission to edit the article. You cannot assign articles to end users. You can add an internal note on the article to the let the assignee know what is needed.

If you need to assign multiple articles at once, see Updating knowledge base articles in bulk.

To assign an article

1. Open an article for editing.
2. Click Assign in the right panel of the article.

   

3. In Select a team member, start typing to search for an agent or select an agent from the drop-down list.

   You can only assign the article to an agent who has permission to edit the article. If you select an agent who cannot edit the article, you'll see a message indicating that you cannot assign the article to that user.

   If you do not see a list of users, your agent role may not have permission to view all users in the account. For more information on configuring this setting, see Why can't I assign an article to a user in Team Publishing?

4. In What's the update, enter an internal note.
5. Click Send.

   The agent will receive an email notification with a link to the article. Guide admins can view a list of all their assigned articles. Users who are not Guide admins cannot view article lists, so they will need the direct URL to access the article.

Reassigning an article to an agent

You can reassign articles, as needed, as they move through the various article states in the workflow. When you reassign an article, you can update the internal note. The note history is not retained.

When you reassign an article, the new assignee receives an email notification with a link to the article. The previous assignee does not receive a notification that the article has been reassigned.

To reassign an article

1. Open an article for editing.
2. Click the options menu beside the assignment, then select Reassign.

   

3. In Select a team member, start typing to search for an agent or select an agent from the drop-down list.

   You can only assign the article to an agent who has permission to edit the article. If you select an agent who cannot edit the article, you'll see a message indicating that you cannot assign the article to that user.

   If you do not see a list of users, your agent role may not have permission to view all users in the account. For more information on configuring this setting, see Why can't I assign an article to a user in Team Publishing?
4. In the note box, enter a new internal note.

   It is not possible to retain a notes history. The new note will overwrite any existing note.

5. Click Send.

   The new assignee will receive an email notification with a link to the article. The previous assignee does not receive a notification that the article has been reassigned. Guide admins can view all of their assigned articles in an article list. Users who are not Guide admins cannot view article lists, so they will need the direct URL to access the article.

Viewing all articles assigned to you

In All articles, you can use a filter to view articles assigned to a specific person.

To view all of the articles currently assigned to you

1. In All articles, to the right of the Search bar, open the Filters drop-down list.

   

2. Open Assigned > Assigned to.
3. Enter your name in the search field.

   

Unassigning an article

You can unassign an article, when you have finished with it, in any of the various article states in the workflow.

To unassign an article

1. Open the article for editing.
2. Click the options menu beside the assignment, then select Unassign.