Documentation to assist with the setup and configuration of the HaloPSA platform
The purpose of enabling article drafts is to prevent Agents from directly adding or amending Knowledge Base articles. Instead, a draft version of the article will need to be created & subsequently published.
Enabling article drafts can be achieved via Configuration > Knowledge Base:
As draft articles use ticketing functionality, it is advised that you create ticket type for draft articles and set as the "Ticket Type for Article drafts" to this new type (via the field present in the above screenshot).
In your 'Article Draft' Ticket type, Knowledge Base article fields should be added, these include:
- Article type (for when also using the news articles functionality)
- Article description
- Article resolution
- Article notes
- FAQ lists
- Related Articles
NB: These fields can also be added to Actions
When a new article is created, the Agent will be shown the new ticket screen for the Draft article ticket type:
On the Ticket details screen, these fields will show on a new Article Draft tab.
If you then configure an action with the system use "Publish Article" (Configuration>Tickets>Actions):
& make this Action available on your Article Draft Ticket type (either via a Workflow or via the Allowed Actions for that Ticket type), Agents will be able to create Articles from the contents added to the Article Draft ticket:
The Article that is then created will be preseted in an 'Article Details' tab on the Ticket:
When using drafts, agents will no longer be able to edit the details of existing articles and will instead need to use the "Draft Amendment" button.
This will open the New Ticket screen with the Draft article ticket type with all the article fields populated with the data from the existing article. When using the Publish article action for Drafts on existing articles, the article will be updated, or if you are also using the article versioning functionality a new version of the article will be created.
This functionality allows you to have a more comprehensive process for new articles or updates to existing articles, including approval processes. A new approval type for Linked Article Owner has also been added to allow approvals on amendments to existing articles to be approved by the original owner of the article:
as well as an approval rule criteria option for Linked Article ID.
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