The following section provides details about the improvements in the current process for authorizing Knowledge Articles. The enhancement extends authorization permissions to all workgroup analysts by implementing a configuration at the Tenant level. This change removes the bottleneck present in the existing Knowledge Authorization process.
Enable Authorization Checkbox
A checkbox has been added at the tenant level, allowing an Admin to view and grant analysts Knowledge Article authorization permissions. A new configuration is provided at the Tenant level, allowing other workgroup analysts to authorize Knowledge Articles.
To enable the authorization checkbox, perform the following steps:
Navigate to Admin > Infrastructure > Tenant. Select the required tenant with access to the Knowledge Management module.
Click Configure Details on the Action Panel.
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Figure: Configure details
Select the Knowledge Management module.
Enable the option “Enable Workgroup Analyst to Authorize”.
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Figure: Enable Workgroup Analyst to Authorize
After the checkbox is enabled, the analysts belonging to the workgroup get notifications on the Top Panel. Click Approvals on the top panel.
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Figure: Notifications
Email notifications are also sent to all the analysts as part of the workgroup.
Approve Knowledge Record
To authorize the knowledge records, perform the following steps:
Go to the top panel and select Approvals.
Select the Knowledge Record to be approved.
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Figure: Approvals
On the Knowledge Record details page, click Approval on the Actions Panel.
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Figure: Approval
The Authorizer workgroup name is displayed after the Knowledge Record is authorized.
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Figure: Authorizer details
However, in the Change History tab, the analyst's name who authorized the knowledge record is displayed.
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Figure: Change History
When this configuration is enabled, the analyst will also have access to the “Approve Knowledge Record” page, which lists all authorization requests.
Navigate to Knowledge > User > Approve Knowledge Records.
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Figure: Approve Knowledge Record
Click Approve Knowledge Records to view the list page.
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Figure: Approve Knowledge Record List page