Permission Sets for Article Verification
Right now, only Guide Enterprise Managers can view articles that need to be verified; however, Agents can also be assigned articles. This creates confusion when an Agent gets an email that they need to verify an article, but they 1) can't see the list of articles they're assigned that need verification and 2) don't have the permissions to verify the article.
The way we have our permissions set up, we want to enable Agents to edit/verify an article, but we don't want to give them full Manager permissions (like publishing articles without team review). There's currently no workarounds for this problem.
I'd like to suggest that the permission to verify articles be one that can be adjusted on permission sets. If a user can edit an article, I think they should also have the ability to verify it.
I agree! We encourage our staff to contribute to the help center. As a consequence, more and more authors get these confusing emails. It creates unnecessary work for the help center manager. I'd love to see a more robust permissions model implemented!
This is very important to our organization too. Creating a bottleneck around publishing is important for reasons that have nothing to do with article verification.
In a typical software company, Product Owners/Managers are SMEs should be able to verify an article is technically correct. But, PM/PO should not be managing an entire ZD knowledge base (that's the Documentation team's role).
Can we please have a unique permission to let users (that are not Help Center Managers) verify articles. You already have the article "owner" and "author" fields. You can tie verification rights to the owner field and solve a massive headache that ZD presents for my company.
An author/owner of an article should have permission to review and verify his/her own articles. This is a problem if they cannot. They should be able to verify that content is correct.
If the content is not correct, they should be able to update the article and send to a KCS coach for publishing.
Ditto! Article Verification is not a useful function if only an Admin is able to verify. This seems like a no-brainer. @... is spot on. We just need to be able to manipulate this in the permission settings. An all-or-nothing approach does not cater to the variety of your client's needs.
Not sure why an author would be notified that an article needs to be verified if they cannot update the status to verified. What if no changes are made? How do they communicate that it has been verified?
Ilyana said it perfectly. Who is the product owner on this feature? What's the roadmap look like? This is one small fix away from being a functionally solid tool.
Thank you for your feedback. I agree that it's a logical and needed improvement and I'm making a note of it for the future. Unfortunately, at this time we are focusing on other areas of the product and I can't commit to any timeline for solving this problem.
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