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Hello,

When solution is in a draft status and only visible to agents for the folder, will that solution appear in any searches with in the ticket or Servicebot.

The reason for ask to provide context, management want a “hidden” folder to archive solutions that are no longer used, etc. as there is no way to “hide” these via checkbox or other method, the ide was to but them in a folder that is only visible to agents (as there is not option it make it only visible to a particular group) and then leave them in a draft state - my understanding that any solution in draft should be used for ticket solutions, etc. but I cant find any documentation that confirms this.

Thank you

Hi ​@KennedysNic , I guess the solutions being in draft status will still be visible to agents via ticket search or just by searching using the solution article title in the search bar. This is entirely based on their roles and access. There are two workarounds, just see which one suits you the best.

  1. Under Admin > User management > Roles >Agent roles, you can find solutions as a separate parameter just like tickets, problems, etc. (image below) Using this you can create a role and tweak it in such a way that solution articles will not be visible to specific pool of agents.

 

(OR)

 

  1. A better way would be to go to Solutions > Add new > Folder and customize the folder settings where you can choose from the dropdown “Visible to“ and select “Agent groups” and then select an agent group to which it should be visible. By doing this, you can hide the required articles by assigning them to this folder and making it visible to only a particular agent group. Others won’t be able to view it. (image below)

Hope this helps!

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