Solution Articles should have a field to be able to add “internal notes”. This would be helpful for information on when the information was last verified, caveats to the information that is presented, etc.
It would be visible in the agent-side of the knowledge but not in the portal.
+3Agreed! I have upvoted this request. I made the same request before noticing this one.
+8
+3Why was this not taken? Can we please have some feedback instead of just seeing what equates to “Ticket closed” on these ideas that are worth more consideration than that?
+3Not everyone is responsible for writing or maintaining Solution articles. Some agents are taking a high volume of tickets and just need a quick way to notify the person who owns the article that something needs to be updated. Forcing those agents to open the article in edit mode, save a draft, and send for approval is the wrong workflow. Internal comments would let them flag issues without touching the content or becoming article editors.
This is bad knowledge management.
Knowledge management is supposed to make it easy for the people doing the work to share what they’ve learned. When you block agents from leaving internal comments on Solution articles, you remove the simplest and most natural path for sharing that knowledge.
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