Managing article verification rules (Guide Enterprise)

Have more questions? Submit a request

17 Comments

  • Don
    Comment actions Permalink
    • It would be nice if there was a way to select a specific article only. As of right now, the closest thing you can do is click FilterHierarchy > Then select the section that article resides in. I want to avoid adding unnecessary labels just to target one article.
    • There should also be a way to only filter articles that are published while ignoring any unpublished article.
    0
  • Brett - Community Manager
    Comment actions Permalink

    Hey Don,

    Thanks for sharing your feedback!

    I also encourage you to create a feedback post in our Guide Product Feedback forum which will help provide visibility to both our Product Managers and users in need of a similar functionality.

    Thanks again :)

    0
  • Samuel Johnson
    Comment actions Permalink

    Hi team,

    I notice that 'Status' is not an available filter when setting verification rules. My team has no current interest in re-verifying archived articles, so it would be great to be able to filter those out. Is this possible to add, or am I missing it somehow?

    1
  • Brett - Community Manager
    Comment actions Permalink

    Hi Samuel,

    Are your archived articles part of a specific section in your Knowledgebase? If so, you should be able to apply the Hierarchy filter when creating your verification rule. Screenshot below:

    Let me know if I'm misunderstanding your question.

    Thanks!

    0
  • Chris Plapp
    Comment actions Permalink

    If you are creating article verification rules based on Labels, do you need to set up rules under each brand, or will it work across brand if the criteria is met based on the labels used?

    0
  • Tara Papworth
    Comment actions Permalink

    Brett,

    We have the same issue as Samuel - I don't want to be notified to verify archived articles - they're archived for a reason (but we don't want to totally delete them).

    Our set up wouldn't work like you've suggested (using hierarchy) - we archive articles when they are no longer needed and we don't move them to a different part of our help center (it's useful to know where they once were positioned in case of restore). So using the hierarchy as a filter wouldn't work.

    Ideally we would have status to be able to use as a filter in a verification rule. 

    A workaround would be to apply a label (e.g. archived) that can then be used as a filter (although archived articles can't have labels applied so this has to be done before archiving the article).

    3
  • Brett - Community Manager
    Comment actions Permalink

    @Chris, since each brand would have it's own Help Center, you'd need to set up rules under each brand.

    @Tara thanks for sharing your use-case! I'll pass this along to the appropriate team for so they're aware of this roadblock with article verification rules.

     

    0
  • Tara Papworth
    Comment actions Permalink

    Further to my comments above - can rules exclude a label? It seems like you can only set them up to filter to include labels. We're adding the archived label before archiving articles but when I come to set up the rules I can only include labels, not exclude them. This would mean if we add any new labels I will have to update the rule each time which isn't ideal. 

    1
  • Aaron Stewart
    Comment actions Permalink

    I'm also kind of surprised that archived articles aren't automatically excluded, or that at least there isn't a way to set up the filter. Archived articles don't show anywhere else, and it seems like the entire purpose of verifying is to keep articles current, which wouldn't apply to archived articles. Hopefully that's something that can be fixed. I did see a post in the feedback forum and gave it my thumbs up, but figured I'd chime in here, too.

    2
  • Camila Ribeiro Leao Santos
    Comment actions Permalink
    Olá! Estamos analisando uma funcionalidade no Guia Verificação de Artigos e artigos arquivados também são apresentados ao aplicar uma regra. Não identifiquei o filtro para considerar apenas os artigos publicados.
    Existem casos de muitos artigos arquivados que não devem ser notificados. É possível incluir um filtro por status?
    0
  • Brett - Community Manager
    Comment actions Permalink

    @Aaron and Tara,

    Thanks for sharing this feedback! At this time you cannot exclude labels when setting up verification rules. I can definitely see the importance of excluding archived articles in general and this is something I'll bring up to the product managers when I pass your feedback along :)

    Thanks again!

    1
  • Jay Fallon
    Comment actions Permalink

    Hello,

    How do we go about changing the notifier on articles? We have several people who have moved to new roles and it is no longer valuable for them to be receiving these notifications.

    Thanks

    0
  • Devan
    Comment actions Permalink

    Hello Jay Fallon

    In terms of changing the notifier on your articles, this article I've linked below should breakdown this process in detail.

    Knowledge Management: Help Center Notifications (not for article comments)

    Best regards.

    0
  • Ryan Boyer
    Comment actions Permalink

    Is there any way to set an article verification rule when an article is being drafted? Or, does the article have to first be saved as a draft and then the article has to be assigned a rule under Settings?

    0
  • Aaron Johnson
    Comment actions Permalink

    Would it be possible for the notification that an article needs to be verified come through as a ticket and not as an email to the User?

    Our Agents (Editors) would rather see it as a ticket in their queue to be completed and not as an email they have to go find and then complete.

    0
  • Camila Ribeiro Leao Santos
    Comment actions Permalink

    Concordo com Aaron Johnson!

    Seria ótimo ter também a opção da notificação por ticket, sendo possível escolher o tipo de notificação: email e/ou ticket

    0
  • Brett - Community Manager
    Comment actions Permalink

    Ryan Boyer The article would first need to be saved as a draft before the article verification feature can check your rules matching rules. What you can do is set up rules in the article verification filter that will look for articles that have not been published based on the hierarchy of the article where you save the drafts until they're ready to be published.

    Aaron Johnson and Camila Ribeiro Leao Santos I agree that's a great idea! I don't believe this is possible ta this time but I'll pass this feedback along to the appropriate team :) 

    0

Please sign in to leave a comment.

Powered by Zendesk