Agents with Editor Permissions should be able to see Article Settings
Feature Request Summary:
In our instance, we've set up editing and publishing permissions in knowledge articles. However, with this change agents with editing permissions cannot view the Article Settings tab of the article. This tab contains important information that an editor would need to use such as the Visible to, Author, Owner, and Labels fields. Agents with editing rights should at least be able to view the Article Settings tab on a read-only basis to enable effective communication with agents with publishing permissions.
Description/Use Cases:
Agent with editing permissions edits an article and would like to assign it to the Owner of the article for review. However, agent cannot view the Article Settings tab to view the Owner of the article.
Agent with editing permissions wants to suggests labels for the article to improve search results, but cannot view the Labels field to view current labels and offer possible suggestions.
Business impact of limitation or missing feature:
This limits effective collaboration and communucation between agents with editing permission and agents with publishing permission since they do not have access to the same information. For example, if an agent with editor permission does not know who the article is owned by.
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Commentaire officiel
Hi Everyone,
To recap this discussion, we have identified two distinct challenges:
- Currently, agents with 'editor' permissions are unable to see article settings.
- Those same 'editor' permissions do not permit agents to update article attachments.
On a positive note, we're presently working on revamping the article settings panel which should help with the first issue. With our efforts underway, we anticipate this to be addressed by the coming quarter.
The second issue, admittedly, is a bit more complex. As it stands, updates to attachments are instantly published to the Help Center due to our existing system. Rest assured, we're aware that this is not ideal and are thinking of future improvements. In fact, our long-term roadmap includes an overhaul of the attachment behavior which we believe will lead to a more effective permissioning system.
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Thanks for this feedback, Ryan!
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This would be helpful. There could be another layer of permissions, perhaps, that allows for editing article properties. That way, a team could be flexible on who can only change content versus who can both change content and set article properties - since it is likely there could be a use case for both.
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For our help center, we have some articles that have attachments. The people who edit the content of those articles are Light Agents and this is fine; however, those agents are not able to update the attachments.
Since the attachment is a code sample we would very much like for the article editor to be able to update the attachment somehow.
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Totally agreed with the above. The current permissioning leads to a lot of extra communication and effort -- and particularly around attachments.
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Hi All,
Thank you for raising this issue. We are considering changes both to the article settings panel and the management of attachments in the future so I've made sure to share this feedback to my team.
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Any updates to this? Katarzyna Karpinska We need agents to be able to update attachments and the lack of this possibility is causing extra work for everyone in our organization.
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Thanks for the update, Katarzyna Karpinska!
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