Knowledge agents are unable to edit or publish articles

Issue symptoms

My Knowledge agents do not see the option to edit or publish articles.

Resolution steps

Editing and publishing permissions for Knowledge agents are not present by default and must be granted through the creation of management permissions.

If preferred, Support agents can be given Knowledge admin permissions following the steps in changing an agent's role to grant Knowledge admin privileges.

Support admins are Knowledge admins by default and do not require a management permission to edit and publish articles. Light agents in certain pricing plans can create and edit articles where they have been given permission. For more information, see the article: Understanding Knowledge roles and privileges.