You should be able to grant access more granularly for Solutions. That certain agent groups are only allowed to create or edit or delete articles. They should not have to have access to other modules in order to be able to create or edit articles.
We need to have this locked down in order to prevent people from deleting articles. There also needs to be an archive option. We need articles for auditing purposes and most people should not be able to delete articles. We have had to come up with a workaround for this in order to fix this and make it so no one can delete articles. We have made a pre-archive folder that people can put articles in and then a hidden archive folder that only our knowledge officer has access to.
Articles also seem to only be catered to ‘it is a problem’ (incident) rather than also asking questions e.g. Type is either Permanent or Temporary (which does not explain that this is to advise that this article is a fix or a workaround, this also needs to have a blank option). This needs to be able to be edited so further fields can be added or removed based on the agencies needs of what fields need to be captured. OR have templates based on what type or article it is e.g. Access | Permissions, How to | Functional, Error | Incident, Add | Move | Change…
Need to be able to link articles to each other, link a Service, etc. and have these fields as required when creating articles.
There also needs to be more status types as well, not just Draft and Published. As not all articles are for customers. Some just need to be for agents and are not drafts. There needs to be a Work in Progress, Approved, Pending Review and Obsolete options as well. These Status should only be able to be edited by certain role types too. That way you can only give access to be able to change these if you have a certain role.
You should also be able to mark and article as needing review so you can add comments to say what needs to be changed and the Knowledge Officer can filter on this status so they can monitor and update articles to ensure they are always up-to-date. We have over 10K articles and it needs to be clearer what needs to be updated.
