Additional permission for drafting v. publishing KB & FAQs

Archived Annevar M. ● ago

Here is a use case for you. We have 20 Agents and 5 "Managers" (Managers is a role that excludes Admin Access. We want to encourage all of our Agents to add Knowledge Base articles and FAQs, which would be based on Tickets or Topics they get from clients.

But we do not want our Agents to be able to Publish them, only save them as Draft.

You already have a Draft system in place. What I propose is another permission, call it Draft Knowledge Base. This permission would have the ability to create KB and FAQs, but only save them to draft.

Replies (2)

Stas K. ●

I think the best way here for agents to save it as private articles and only admins or managers will review and approve it. So it's more of internal agreement.

Ken E. ●

Okay, that makes sense. I can see you do not wish to introduce too much complexity here.

Stas K. ●

Correct, we try to make it simple. In the next releases, we'll bring more reasonable flexibility.