Assigning or reassigning articles with Team Publishing (Guide Enterprise)

Team Publishing enables you to assign an article to an agent and add an internal note. 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 an agent, that agent receives an email notification with a link to the article. Guide Managers can view all of their assigned articles in an article list. Users who are not Guide Managers cannot view article lists, so they need the direct URL to access the article.

You must have Guide Enterprise to assign articles using Team Publishing.

This article contains the following sections:

• Assigning an article to a user
• Reassigning an article to a user

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.

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 Managers can view a list of all their assigned articles. Users who are not Guide Managers 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.

4. In note box, enter an 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 Managers can view all of their assigned articles in an article list. Users who are not Guide Managers cannot view article lists, so they will need the direct URL to access the article.