Article Drafts and Versions
In this guide we will cover:
- What are Article Drafts?
- Article Drafts in Action
- Enabling Article Drafts
- Create Ticket Type for Article Drafts
- Set the Ticket Type to use for Drafts
- Creating Actions to use on Article Drafts
- Who can Raise/Edit Drafts?
- Prevent Articles from being Edited directly in the Knowledge Base
- Preventing Multiple Article Drafts being raised for the Same Article
- Drafts in Ticket Templates
- Article Versions
Admin Guides:
What are Article Drafts?
Article drafts allow you to create draft versions of articles before publishing edits. This allows the changes to be stored separately to the original article and formally reviewed before the changes are published. You can also prevent agents from editing articles directly altogether, requiring them to raise a draft, which prevents agents making ad-hoc changes without proper review. Article drafts are available for both knowledge base articles and news articles.
When raising a draft a ticket will be created, agents then can make the proposed edits by editing the relevant fields on the ticket. Once edits are complete changes can be sent for approval and published from the ticket. As the draft is stored on a ticket, ticket functions (such as workflows, approvals and time tracking) can be utilised for processing the article draft. Giving many more options for building a comprehensive structure for processing and tracking changes to articles.
Note: "Is a draft amendment" can be used as a Ticket Rule criteria, allowing possibilities of a new assigned Team or Workflow to be triggered once an article draft is created.
Article Drafts in Action
Before covering how to enable and configure article drafts, lets take a look at them in action.
When article drafts are in use, each time a new article is created a new 'Article Draft' ticket will be logged, rather than creating an article.
Fig 1. Creating new article using article drafts
When editing existing articles you will have an option to "Draft amendment", this will also create an 'Article Draft' ticket, automatically populating with the existing content of the article.
Fig 2. Button to raise Draft amendment
Fig 3. Creating new Article Draft ticket for an amendment
The article can then be written up/edited from the article draft ticket created.
When amending the Description or Resolution of an existing article you can utilise the "Compare Description/Resolution" buttons to see how your new content compares to the old content. From v2.256+, the compare button will also show for the Internal Memo and any rich text Custom Fields on the Article draft.
Fig 4. Button to compare current and new article Description
If you then change the tab at the top to "Difference" it will then highlight the changes made. If no changes have been made yet, the text will appear without any coloured highlights.
Fig 5. Difference tab
Agents can either be allowed to draft the changes by editing ticket fields directly, as shown in Figure 4, or using actions. Using actions can be more beneficial when you have a strict or standardised article update procedure as it allows you to track the progress of the draft more effectively and/or enforce a set order of process.
Fig 5. Using Action to Update Article Description
If required, approval processes can run on the ticket if proposed changes need to be approved by agents/users. This will alert the approvers and they will be able to easily review the proposed changes from this ticket.
Fig 6. Submitting Article Draft for Approval
When changes are complete the changes can be published to a new/to the existing knowledge base article using the "Publish Article" action (an action with this system use).
Fig 7. Publish Article Action
When publishing changes for draft amendments the existing article will be updated with the changes made.
Note: If you are also using the article versioning functionality a new version of the article will be created.
When publishing a new article, a new article will be created in your knowledge base. The article will be visible within the article draft ticket and the ticket will be linked to the article.
Fig 8. New Article Created via Article Draft
This allows agents to work on articles without needing to edit the live article. As the changes to and creation of articles is processed using tickets, all the functionality we have around tickets can be utilised for article drafts, this includes approval processes, workflows, time tracking, for example.
Enabling Article Drafts
The use of article drafts can be enabled each for knowledge base and news articles under Configuration > Knowledge Base > "Use Article Drafts for KB Articles" and "Use Article Drafts for News Articles".
Fig 9. Enabling Article Drafts
Upon enabling some additional settings will show, to control how article drafts function, we will cover each of these settings throughout this guide.
Once enabled, you will need to create a new ticket type to use for article drafts. This ticket type will contain all the required fields and workflow used to process the draft.
Note: Article drafts can be processed on an existing ticket type (provided the correct fields and actions are added), but we recommend creating a separate ticket type for effective ticket type management.
Create Ticket Type for Article Drafts
A new ticket type will need to be created for article drafts, this needs to contain each of the article fields you would like agents to be able to update from a draft. Each of the fields relate to the article field of the same name, except the "Summary" field, which relates to, and will update, the title of the article.
The following fields can be added to the ticket:
- Summary
- Article Description (Knowledge Base)
- Article Notes (Knowledge Base)
- Article Resolution (Knowledge Base)
- Article Type (Knowledge Base)
- Action is reviewed
- Agents that own this Article (Knowledge Base)
- Allowed Customers (Knowledge Base)
- Apply template when linked to a Ticket (Knowledge Base)
- Article Active (Knowledge Base)
- FAQ Lists (Knowledge Base)
- Next Review Date (Knowledge Base)
- PDF Template (Knowledge Base)
- Primary FAQ list (Knowledge Base)
- Related Articles (Knowledge Base)
- Tags (Knowledge Base)
- Teams that can access this Article (Knowledge Base)
- Teams that own this Article (Knowledge Base)
The following fields can also be added to the ticket when "Use new draft type (Drafts stored on an Article)" is enabled under Configuration > Knowledge Base.
- Article Meta (Knowledge Base)
- Article Show for all User Roles (Knowledge Base)
- Article User Roles (Knowledge Base)
Use new draft type (Drafts stored on an Article) (v2.238+) - When enabled, drafts are stored slightly differently, rather than being stored on the ticket, they are stored on a hidden article in the KBentry table. The agent experience of logging and updating the draft is the same, the data is just stored differently in the background. Enabling this allows you to use the "Meta", "Available to all User Roles" and "User Roles" fields on article draft tickets. Allowing you to set these fields on the article from the article draft ticket.
Add each of the fields you would like your agents to update from a draft.
Create a new ticket under Configuration > Tickets > Ticket Types > New. Name and add the fields to the ticket type's field list accordingly.
Fig 10. Article Draft Ticket
Note: Rich text fields for article drafts will have the same formatting options as the rich text fields directly against a knowledge base article, allowing you to create content in the exact format it should be published in.
You will need to set the visibility of each field accordingly to control when agents are able to update each of these fields. See our guide here for information on setting ticket field visibility.
As these are ticket fields, dynamic field visibility can be configured here. Useful if you would like to restrict which fields show depending on who is logging the draft. For example, hiding the "FAQ Lists" field from all agents except your knowledge manager to ensure only the knowledge manager can change the FAQ lists articles are on.
Do I need to create a separate Article Draft Ticket Type for News Articles?
As News Articles contain slightly different fields to Knowledge Base Articles, you may prefer to create a separate ticket type for creating drafts of News Articles.
From v2.246+ the "Article Type" field can be used as criteria in dynamic field visibility. This allows you to dynamically change the fields that show on your article draft ticket based on whether a News Article or Knowledge Base Article is chosen. This allows you to have a single ticket type for article drafts, regardless of the article type.
Workflow
A workflow can be created and assigned to the article draft ticket type if your article draft process has a set procedure that needs to be completed, or you would like to automate some of the process. For example, you would like to prevent agents being able to publish an article until it have been reviewed and approved.
For information on creating workflows see our guide here.
Set the Ticket Type to use for Drafts
Now you have created the ticket type(s) to use for article drafts you will need to set these globally to ensure when a draft is raised from an article, tickets of this type are created.
Head to Configuration > Knowledge Base > set "Ticket Type for Article drafts" and/or "Ticket Type for News Article drafts".
Fig 11. Set which Ticket Types are used for article drafts
Once set, this ticket type will be raised when a new article is created or a draft amendment is raised in the knowledge base.
Creating Actions to use on Article Drafts
Actions can be created to help process the draft, some key actions include:
- Updating Article Fields
- Publishing the Article
- Submitting the ticket for Approval
If you are leveraging workflows for article drafts, be sure to allow actions on each workflow step accordingly.
Actions are created under Configuration > Tickets > Actions.
Action to update article Fields
To have an action that allows an agent to update article fields simply create an action with no system use, that contains the fields you would like to be updated in it's field list.
Fig 12. Action to update an Article's description, resolution and notes
When the action is used, the agent will be prompted to fill in these fields, which will update the fields of the same name against the ticket.
Fig 13. Action to update Article Fields
Changes to these fields on the article itself will only be made when the draft is published.
Action to Publish Article
In order to publish the draft to your knowledge base you will need to use an action with the following system use on the article draft ticket:
- Publish Article
If you add any fields to this action you will be able to update these before the article is published.
From v2.253+, when creating an Action with the system use "Publish Article" you will have the option to set which Agent the publication should be attributed to by selecting a specific Agent, or the Agent logging/doing, from the "Article Publish Agent" dropdown.
When this action is used the article will be created and linked to the ticket. Similarly, the ticket will be linked to the article. The created article will be visible under the "Article Details" tab.
Fig 14. New article created from Published article draft
On versions prior to v2.250 the agent publishing the draft will be added as an 'Owner' of the article automatically. Allowing you to easily see which agents have contributed to this article. This can also be useful when owners are used to approve further drafts as it allows the agent who previously made changes to approve any future changes, in case they conflict with their original changes.
From v2.250+ you can choose whether agents who publish a draft are automatically added as an 'Owner' of the article. This is toggled using the setting "Add the Agent who publishes a Draft Article as an Owner" found under Configuration > Knowledge Base.
Fig 15. Setting to control if the Agent who published the article is added as an Owner
Preview Drafts before Publishing
In Configuration > Knowledge Base > Articles, enable "Preview articles before publishing them".
When publishing an article, a popup screen showing each field and its contents will show, similar to the email preview screen on a ticket action. This screen is read only and can be used for final checks before publishing.
Fig 16. Article preview screen
Action to Start an Approval Process
In order to submit an article draft for review you can create an action with at least the following configuration:
System Use = No System Use
Start an Approval Process - Is set
Status After Action = Awaiting Approval
Fig 17. Action to Request Approval
This requires an approval process to already be setup.
Note: There are various ways to trigger an approval process, using an action is just one example. Be sure to checkout our guide here for more information on approval processes.
When this action is used, an approval process will begin on the article draft ticket. Who approval is required from will be determined by the approval process chosen. Approvers will then be notified, can navigate to the article draft ticket, review the proposed changes, and approve/reject accordingly.
Have the owner of the Article approve Drafts
If you would like any draft amendments to existing articles be approved by the owner(s) of the article, you can set your approval process to have the 'Linked article Owner' as the approver.
Fig 18. Approval Process set to request approval from the linked article's owner
Include article information on the Email Requesting Approval
Any of the knowledge base fields (listed earlier) can be added to the "Field List" of the approval process. This allows the approver to quickly and easily see relevant information for the article changes they are approving, saving them needing to navigate to the article draft ticket.
Fig 19. Field list for approval email
The approval request email approvers receive will then contain the data from the chosen fields. An example email with some of these fields is shown in Figure 19. These fields will also show against the approval record in the "My Approvals" area, if accessible to the agent/user.
Fig 20. Approval email
Note: Email template "Approval Message" (ID=50) is used when requesting approval.
Who can Raise/Edit Drafts?
Agents
In order for an agent to raise an article draft they will need:
- To have the "Tickets Access Level" permission at least "Read and Modify".
- To have the "Can add new Tickets" permission granted.
- Access to read/edit the ticket type being used for article drafts
- Permission/Access to edit knowledge base articles (whether an agent has this access will depend on how you have configured your knowledge base access).
As article drafts are tickets in the database, ticket permissions apply, therefore for any agent to raise/view/edit article drafts they will need access to raise/edit tickets in your instance. In order to be able to raise article drafts from the knowledge base they will need access to edit/create articles in the knowledge base.
Only Allow the Owner of an Article to Raise a Draft Amendment
To prevent any agents other than the owner of an article raising a draft amendment for it, head to Configuration > Knowledge Base > enable "Only owners can raise drafts".
Fig 21. Setting to only allow the owner of an article to raise a draft for that article
Now, only agents listed as the owner of the article can raise drafts for that article.
Fig 22. Article Owners
Allow Users to Amend and Submit Drafts
Users can be allowed to submit and work on drafts from the portal. Useful if the expert on the topic the article covers, is not an agent in your system.
This is enabled under Configuration > Knowledge Base > enable "Allow Users to amend and submit article drafts".
Fig 23. Allow Users to amend and submit article drafts
Enabling this setting allows you to specify a set of user roles per FAQ list, which will allow users with that role to use the article draft button to submit a draft for an article. The ticket type used for the draft must also allow users to submit tickets of that type.
To set which users can raise article drafts for articles in an FAQ list head to Configuration > Knowledge Base > Configure FAQ Lists > select an FAQ List > use "User Roles that can amend and submit drafts for articles in this FAQ List" to choose which users can submit article drafts.
Fig 24. Setting to control which users can raise article drafts for this FAQ list
Now, when users with this role are viewing articles on this FAQ list in the portal, they will have the option to "Draft Amendment".
Fig 25. Option for user to raise article draft in portal
If you would like users to be able to action article draft tickets, ensure you check "Allow Users to use this action" against each action you would like them to be able to use.
Fig 26. Configure Action to allow users to use it
Fig 27. Action available for users to use in the end user portal
Prevent Articles from being Edited directly in the Knowledge Base
When Article drafts are in use, agents will not be able to edit the title of an article, but they will still be able to edit the content fields on the article (description, resolution) as well the article properties (e.g. FAQ lists it is on).
However, you can remove agents' ability to edit articles directly when article drafts are in use, forcing them to raise a draft each time they want to edit an article. This helps ensure your article amendment procedure is followed.
To do this head to Configuration > Knowledge Base > enable "Hide the edit and clone buttons on Articles when using drafts".
Fig 28. Setting to Prevent agents editing and cloning articles when article drafts are in use
Now, no agent (including admins) will be able to edit (or clone) articles directly, they must make a draft.
Fig 29. Edit and Clone button removed from article
If drafts are only enabled for one of the two forms of article (Knowledge Base or News), it will only hide these buttons for the kind that drafts are enabled for.
Preventing Multiple Article Drafts being raised for the Same Article
You can prevent multiple article drafts from being open at once, only allowing one to be open at any time per article. It is recommended to enable this as otherwise an agent may raise a draft to improve an outdated article when a draft is already being worked on. To enable this, go to Configuration > Knowledge Base, and enable "Do not allow the creation of new article drafts if an existing draft is active".
Fig 30. Setting to prevent multiple drafts being open for one article
If enabled, when viewing an article with an open draft ticket, the "Draft Amendment" button will disappear from the top row. It will also show a link to "Open Article draft" within the details, which will link to the ticket containing the draft.
Fig 31. Article with open draft
Drafts in Ticket Templates
Ticket templates can be used to apply defaults in fields associated with article drafts. Useful if all (or a subset) of your articles should follow a set format, the format can be outlined in the template, making it easy for an agent to follow when they are creating an article.
In Configuration > Tickets > Templates, create a template and go into the "Values" tab. Set a ticket type that has the article fields added to its field list at the top.
At the bottom of this page, the article fields can then be set with default values.
Fig 32. Article fields on a template
Then, when logging an article draft ticket, you can manually apply a template (if not done already with ticket rules) with the "Apply a Template" button at the top. This will autofill the fields with the defaults entered on the template.
Fig 33. Ticket logging screen with template applied
Upon logging, the details will then be set on the fields on the ticket.
Fig 34. Ticket logged with fields
Article Versions
Alternatively to the article draft functionality, you can use the article versioning functionality. This can be used when you would like agents to be able to edit articles, but do not want the changes to affect the original article. Agents will have an option to create a new version of the article with their changes on, rather than editing the original, both the original and new version are stored.
Note: If you are using article drafts as well as versioning, you will not have the option to create a "New Version" of the article, you will only have the option to raise a "Draft Amendment" which will create a new version of the article when published.
To enable this head to Configuration > Knowledge Base and turn on the setting "Enable Article versioning".
Fig 35. Enable Article versioning setting
Now when in viewing an article in the knowledge base module you will see an option called "New Version". When this button is used a copy of the article will be created, once changes are made to this copy and it is saved this will be stored as an alternative version against the original article. The 'new version' will be a separate knowledge base article, therefore will have it's own ID, allowing you to link to specific versions.
To see other versions of an article expand the "Other versions of this Article" dropdown against the article, here will be links to other versions of the article that have been created.
Fig 36. Article versions
If sharing an article with multiple versions, you can choose to "Copy Latest Version User Link" or "Copy Latest Version Agent Link". The latest version links will use unique identifiers as part of the URL. The view counts of each version of an article will then be totalled together.
Fig 37. Get link to most recent version of the article
Permalinks can also be generated for each article version.
Hide PDF on outdated Articles
The "Hide the generate pdf button on outdated Articles" option will also be available in Configuration > Knowledge Base. If this setting is enabled the "Generate PDF" buttons will not be visible on articles when newer versions are available. 
Fig 38. Generate PDF button not available on article that has a newer version