To limit users from creating Solutions or to require
them to first get approval, you must change the permissions for the users'
Role.
To configure Knowledge Base permissions for a User Role:
Select Administration
| Workspace | User Roles from the FootPrints
Toolbar.
Select the role from
the drop-down and click Edit
Role Properties.
If you have never
configured roles for this Workspace, you can select the default Agent role
to apply the permission to all Agents in the Workspace.
If you have one or
more custom roles, you can choose to apply the permission to one or more
roles.
If you would like
to require only certain Agents to get approval to publish Solutions, and
you've never configured roles, you can create a new role and then apply
it to those users. Refer
to User Roles for complete information.
In the Knowledge
Base section of the Agent
Role Properties page, there are two permission options:
Ability
to add to the Public Knowledge Base—For
creating Public Solutions.
Ability
to add to the Internal Knowledge Base—For
creating Internal Solutions.
For each type of
Solution, there are three options:
Yes—User can create
Solutions that are published immediately.
Needs
Approval—User
can create Solutions, but they must be approved by an approver (an administrator
or other Workspace member designated as an approver; refer to Selecting approvers for more information)
before they can be published to the Knowledge Base.
No—User cannot
create Solutions of this type.
If Needs
Approval is selected for
one of the Solution types for at least one role, then you must designate
one or more Knowledge Base Approvers for
the Workspace. This is done on the Workspace
Administration | Knowledge Base page (see below).
In the Edit
section of the Roles
page, there are two additional permission options for Solutions:
Editing
Public Solutions—If
this is enabled, the user can edit existing Solutions in the Public Knowledge
Base.
Editing
Internal Solutions—If
this is enabled, the user can edit existing Solutions in the Internal
Knowledge Base.
Note
These two options do not apply to approvals of pending Solutions,
only to published Solutions. Whether or not a user can edit a pending
Solution is based on whether the user is an approver and whether the user
is the one who submitted the Solution for approval.
When you are finished
changing the Knowledge Base permissions, scroll down to the bottom of
the screen, enter your password, and click GO.
Note
The permissions selected above only apply to creating and
editing Solutions. Agents
can always view and search the Knowledge Base, both Internal and Public.