In Guide Enterprise, if a published article is edited and saved it will transition into a Work in Progress (WIP) state.
This change of states removes the previously published version of the article from being accessible by agents. This can cause agents to be unaware of articles relevant to an issue they are working on, resulting in duplicate articles being created or knowledge not be utilized to support customers.
We do not have a current work around for this obstacle, outside of stressing the importance of having agents with publishing permissions check for any WIP that need to be published.
Ideally, if an edit is made to a published article, the proposed edits can be submitted as a WIP, but the published version of the article stays published and visible. That way, an approved publisher can review the proposed edits and agents are still able to find and utilize the published version.
In Guide Legacy, if an edit is saved to a published article, the new edit is published automatically. This is an acceptable alternative solution, but not an ideal one. This runs the risk of information that has not been vetted being shared with viewers.
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