Owner
Together Ownership and Status combined affects who can edit an article. In brief:
- Technician - Basic: can edit "Not Submitted" articles they own individually or that are owned by their Group.
- Technician - Advanced: can edit any article
- Enterprise: can edit, delete, and archive articles
Status
The article's Status identifies where it is in the knowledge workflow. Ownership and Status combined affect who can edit an article.
- Not Submitted are draft or Work-in-Progress articles.
- Submitted articles are ready for editor review.
- Approved articles have been vetted by an editor.
- Rejected articles have been rejected by an editor.
- Archived articles are retired knowledge, and should not be used for incident resolution.
Approved
Articles in an Approved state have been vetted by an editor. An Approved article that is not Published is approved for daily IT support operations, including any articles meant for support staff across teams. You can find them by searching the KB while logged in as a ITS staff member.
Published
Articles that are Approved can be Published to the Knowledge Base
for discovery by those who browse through categories. Publish whatever can be published!
Subject
This is the title of an article.
Article Summary
The Summary field displays in search results for knowledge articles, both within the Knowledge Base and when searching for knowledge from an Incident. Article summaries are ideally under 100 characters.