We are looking to move to freshservice and I am working on our gap analysis. I would like to route knowledge/solutions to an approval group before they are published/available. I am hoping to do this at the Folder level.
Right now it looks like you have to manually add approvals for a folder.
When the folder is set up, you set the visibility, ownership and approvals. Then any article published to that folder will inherit those permissions.
So yes, you can set approvals at a folder level.
Roxwell,
Thank you. I understand that. What I would like to do us use a group approval instead of individuals. I wondered if there is a way to do that.
Ah you mean by the Agent group, rather than a list of users. No, which is annoying I agree
https://support.freshservice.com/support/solutions/articles/50000001889-approvals-in-knowledge-base
Hi
Currently, Freshservice requires manually adding approvals for folders, as there is no direct option to use group approvals for Knowledge Base folder management.
However, you can create a specific approval workflow for the publication process by setting up automation for tickets and linking the approval to a group. While folder-level group approval is not natively supported, you may use workflow automations or create approval tickets routed to a group as a workaround to streamline the process.
I hope this help!!
Prasanth,
I think your proposal can work for us! Thank you so much for the suggestion!
Jack
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