Assigning or reassigning articles with Team Publishing

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With Team Publishing, you can assign an article to an agent and add an internal note for them. This is useful for making a team member responsible for updating, reviewing, approving, or publishing an article.

You can only assign an article to an agent who has permission to edit the article. You can add an internal note to let the assignee know what is needed. You can reassign articles as needed, as they move through the various article states in the workflow.

When you assign an article to a user, that person receives an email notification with a link to the article. If you assign an article to yourself, you will not receive an email notification.

You must be a Knowledge admin or an agent with edit permissions to view Team Publishing article lists. Users who cannot view article lists need the direct URL to access the article.

This article covers the following topics:

Assigning an article to an agent

Reassigning an article to an agent

Viewing articles assigned to you

Unassigning an article

Assigning an article to an agent

You can assign an article to any agent who has permission to edit the article. You cannot assign articles to end users. You can add an internal note on the article to let the assignee know what is needed.

If you need to assign multiple articles at once, see Updating knowledge base articles in bulk.

To assign an article

Open an article for editing.

Click the Assign icon in the right side of the article header.

In Team member, type at least two characters to search for an agent, or select an agent from the drop-down list.
You can only assign the article to an agent who has permission to edit the article. If you select an agent who cannot edit the article, you'll see a message indicating that you cannot assign the article to that user.

If you do not see a list of users, your agent role may not have permission to view all users in the account.

In What is the required update?, enter an internal note.

Click Send.
The agent will receive an email notification with a link to the article. Knowledge admins and agents with publishing rights can view a list of all their assigned articles. Users who cannot view article lists will need the direct URL to access the article.

Reassigning an article to an agent

You can reassign articles, as needed, as they move through the various article states in the workflow. When you reassign an article, you can update the internal note. The note history is not retained.

When you reassign an article, the new assignee receives an email notification with a link to the article. The previous assignee does not receive a notification that the article has been reassigned.

To reassign an article

Open an article for editing.

Click the Assign icon in the right side of the article header, then select Reassign.

In Team member, type at least two characters to search for an agent, or select an agent from the drop-down list.
You can only assign the article to an agent who has permission to edit the article. If you select an agent who cannot edit the article, you'll see a message indicating that you cannot assign the article to that user.
If you do not see a list of users, your agent role may not have permission to view all users in the account.

In What is the required update?, enter an internal note.

Click Send.
The new assignee will receive an email notification with a link to the article. The previous assignee does not receive a notification that the article has been reassigned. Knowledge admins and agents with publishing rights can view a list of all their assigned articles. Users who cannot view article lists will need the direct URL to access the article.

Viewing all articles assigned to you

In All articles, you can use a filter to view articles assigned to a specific person.

To view all of the articles currently assigned to you

In Knowledge admin, click Manage articles () in the sidebar.

In All articles, to the right of the Search bar, open the Filters drop-down list.

Open Assigned > Assigned to.

Enter your name in the search field.

Unassigning an article

You can unassign an article, when you have finished with it, in any of the various article states in the workflow.

To unassign an article

Open the article for editing.

Click the Assign icon on the right side of the article header menu, then select Unassign.