FAQ: Knowledge Base Article Ownership and Access

Overview

The following article is meant to help troubleshoot commonly asked questions relating to Knowledge Base (KB) article creation and ownership. 

I received an email saying I need to make changes to an existing article, but I can't edit it. What do I do? 

Some KB article creators do not have editing permissions. In this case, you will be able to create the article, but unable to edit it.

If you cannot access the Edit option within the Manage Articles tab, please do the following: 

1. Email the Help Desk with the following information: 
   1. Name of the KB article you wish to edit
   2. Editor information including: 
      1. Department 
      2. Job title
      3. Supervisor name 
      4. Supervisor email address  
   3. Review the Editor Group tab and determine the content areas you need access to for editing purposes. 
      1. Note: Editor Groups define who can edit which articles. A person can be a member of many Editor Groups, and articles can also belong to many Editor Groups.
   4. Include the Editing Group you should gain access to. 
   5. Name of the author of the KB article

What if the article ownership needs to be changed? 

If a student employee or former employee owns the article, move it to a current employee who is the subject matter expert on the content. This ensures proper access to the content and the ability to review the content to ensure it continues to be current and relevant. 

If you have editing abilities within the KB, please do the following: 

1. Find the article in which ownership should be changed and select Edit. 
2. Under the Owner section, click on the drop-down menu and select the new owner. 
3. Select Publish. 

If you do not have editing abilities within the KB, please do the following: 

1. Email the Help Desk with the following information: 
   1. Copy and paste this statement: Please change the ownership of a KB article. 
   2. Include the name of the article
   3. Author information: 
      1. UWEC Username 
      2. Department
      3. Job title
      4. Supervisor name
      5. Supervisor email address
   4. Brief explanation of ownership change