Publish a knowledge article in Agent Workspace

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • Publish a knowledge article to make it available to users.

    Before you begin

    You must have contribute access to the knowledge base that stores the knowledge article you want to publish.

    Role required: agent_workspace_user

    Procedure

    1. Navigate to All > Agent Workspace > Agent Workspace Home.
    2. Go to Lists > Knowledge > My Articles - Unpublished.
    3. Click a knowledge article link.
    4. On the Knowledge form, click Publish.

    Result

    A knowledge article is published depending on the workflow setting of its knowledge base:

    • Knowledge - Instant Publish: The knowledge article is immediately published unless it is scheduled to be published at a later date.
    • Knowledge - Approval Publish: The knowledge article is published on approval completion unless it is scheduled to be published at a later date.
      Note:
      With an ownership group associated with a knowledge article, ownership group members can approve self-authored articles for publication. An administrator can override this behavior by disabling the glide.knowman.ownership_group.enable_self_approval property. For more information, see Ownership groups.

    For more information, see Schedule a knowledge article for publishing in Agent Workspace.

    When published, your knowledge article appears in the My Articles - Published and All Articles lists. If the article versioning feature is enabled, the version of the article is incremented based on the version number pattern.