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</style><p><strong>In this guide we will cover: </strong></p><p data-pasted="true"><strong>- Allowing Access to the Knowledge Base Module</strong></p><p data-pasted="true"><strong>- Method 1- Set Article Access entirely using FAQ Lists Access Control</strong></p><p data-pasted="true"><strong>- Method 2 - Default Method</strong></p><p><strong>- Prevent all Agents from editing Article Content<br></strong></p><p><br></p><p data-pasted="true">Access to articles within the knowledge base can be restricted for certain agents, allowing you to control which agents can see which articles in the Halo agent app. There are two methods used when configuring these restrictions:</p><ul><li>Using FAQ List Access control to entirely set knowledge base access</li><li data-pasted="true">Default method</li></ul><p><br></p><p>Using FAQ list access control (entirely) allows you to control who can see/edit articles entirely using access control configured against each FAQ list. If the default method is being used, FAQ list access control is still used to determine who can view articles, but organisation and team restrictions are considered too. </p><p><br></p><p>The primary difference between the two methods is reflected by how agents are granted permission to edit articles. When using the default method agents can edit all the articles they can view. When using FAQ List access control (entirely) you can control which articles agents can edit independently of the articles they can view. </p><p><br></p><p>Using FAQ List Access control to entirely set knowledge base access can provide more granular control provided you only need to impose restrictions at the FAQ list level, rather than the article level.</p><p><br></p><p>We will outline how to set restrictions using both methods in this guide. </p><p><br></p><p>When using article drafts to create articles, access to the article draft ticket and publishing articles is configured separately to the methods outlined in this guide. For more information see our guide on article drafts <a href="https://www.usehalo.com/guides/2047" target="_blank" rel="noopener noreferrer">here</a>. </p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">Allowing Access to the Knowledge Base Module</span></strong></p><p>Agent permissions are used to control if an agent has access to the knowledge base module, and what sort of access they have, whether they can only read articles or modify and delete too. </p><p><br></p><p>This is controlled using the following permission:</p><ul><li>Knowledge Base Access Level</li></ul><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM4ZDQ3ZmVhLTdmNjctNGE2YS05MDU5LTdiNzgwMzE2NTIzMyJ9.0OxU4TNhSMH6mmW4RloFN0aA45tsQ3e35iE5O0OcPys" class="fr-fic fr-fil fr-dib" width="960" style="width: 962px; height: 437.492px;" height="437"></p><p><strong><span style="font-size: 10pt;">Fig 1. Knowledge Base Access Level</span></strong></p><p><br></p><p><strong>No Access -</strong> The agent will not be able to see/access the knowledge base module. </p><p><strong>Read Only - </strong>The agent will be able to read articles in the knowledge base, but not edit them. </p><p><strong>Read and Modify - </strong>The agent will be able to read articles and edit in the knowledge base, but not delete them. </p><p data-pasted="true"><strong>Read, Modify and Delete - </strong>The agent will be able to read, edit and delete articles and edit in the knowledge base. </p><p><br></p><p>An agent's permission sets their base level access to the knowledge base as a whole, however the exact articles within the knowledge base and agent can see/edit is can be controlled more granularly. </p><p><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">Method 1- Set Article Access entirely using FAQ Lists Access Control</span></strong></p><p><span style="font-size: 11pt;">This method of setting article access allows you to control which agents can view and/or edit an article using access control configured against each FAQ list. Whether an agent can see/edit an article will be determined by the FAQ list the article is on, if the agent has access to a FAQ list they will be able to see/edit all articles within it Access control is set per FAQ list, so for each FAQ list you can grant access to agents based on their:</span></p><ul><li><span style="font-size: 11pt;">Role</span></li><li><span style="font-size: 11pt;">Department</span></li><li><span style="font-size: 11pt;">Team</span></li><li><span style="font-size: 11pt;">(y</span>ou can also grant access to specified individual agents)</li></ul><p><br></p><p>This method is used when you do not need to restrict access to individual articles, articles should be grouped into FAQs in line with groups of agents that need access to them. This is also used when you would like more granular control over the articles agents can edit, in cases where agents who have permission to edit the knowledge base, should not have access to edit all articles they can see. </p><p><br></p><p><strong><span style="font-size: 12pt;">Set Article Access to be Controlled entirely by FAQ List Access Control</span></strong></p><p data-pasted="true">To do this you will first need to head to Configuration > Knowledge base > enable "An Agents access to view/edit Articles/FAQ Lists is controlled entirely by their FAQ List access level". </p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZiODEyNzNiLWYzNDAtNDA2Yi1iNWY5LWFmNjNhZWNkODg3MiJ9.9yoaHf8hfS5pPUU1uHr12I_Z0ogxRB9IOiFHDCobWxU" width="1730" height="527" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; width: 1732px; height: 527.025px; max-width: none !important;" data-pasted="true" class="fr-fil fr-dib"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 2. An Agents access to view/edit Articles/FAQ Lists is controlled entirely by their FAQ List access level</span></strong></p><p><br></p><p>If this setting is enabled, agents' ability to edit articles will solely be controlled by the access control they have for each FAQ list. They will still need access to the knowledge base module (granted with the agent permission) but what what they see in here is controlled using access control.</p><p><br></p><p data-pasted="true"><strong><span style="font-size: 12pt;">Granting Access Control on FAQ Lists</span></strong></p><p>Now, you will need to give the relevant agents the ability to edit/view articles in an FAQ. To grant access control head to Configuration > Knowledge Base > FAQ Lists > Configure FAQ Lists. Choose an FAQ list from the ones that appear, or create a new one.</p><p><br></p><p><strong><em>Note: If creating a new FAQ list, you will need to save this for the first time before you grant access control - the button will not show until then.</em></strong></p><p><br></p><p>At the top of the screen you will see a button labelled "Access Control". </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ4OTBmNjMwLWM2MmEtNGUxOS1hNjViLWM3ZWZmMjAzMTlmYiJ9.BqCmdF8l_svIOYPbEQMTYsBCY5ExCPFsYUVBC1L2LqQ" class="fr-fic fr-fil fr-dib" width="346" height="154"></p><p><strong><span style="font-size: 10pt;">Fig 3. Access Control button</span></strong></p><p><br></p><p>Upon clicking this, a popup will show to set the access control. </p><p><br></p><p>Click the "Add" button and choose which entity to grant access control to. You can then choose the access level for that entity. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRkZjgwNTkyLTlmNDEtNDUyOS05NTFjLTBhM2ViZjU0ODg2MyJ9.ixVlSLCfYT-Leil4KmlOd-Ptb_UufqIkh4Z4dmuklO4" class="fr-fic fr-fil fr-dib" width="644" style="width: 646px; height: 417.246px;" height="417"></p><p><strong><span style="font-size: 10pt;">Fig 4. Granting access control.</span></strong></p><p><br></p><p>There are 4 options of access available:</p><p data-pasted="true"><strong>"None (Remove)" - </strong>Choose this option to remove access from an entry already within the list. Next time the access control is edited, that entry will not be shown.</p><p><strong>"Read Only"-</strong> Allows agents to view articles within that FAQ list within the Knowledge Base area.</p><p><strong>"Read and Modify" - </strong>Used to allow the chosen entity to read and edit articles in this FAQ list. </p><p><strong>"Owner" - </strong>Above, as well as allows agents to edit the list and assign/edit access control on the FAQ list themselves.</p><p><br></p><p><strong><em>Note: The ability to edit FAQ lists is only allowed when an agent has owner access to it.</em></strong></p><p><br></p><p>On versions v2.190+ "Owner" access will automatically be granted to the agent who created the FAQ list. On versions prior to this, access control will automatically be granted to allow all agents to read the FAQ list.</p><p><br></p><p>No further agent restrictions can be set, access to reading and editing articles is entirely controlled by the access control on the FAQ list. </p><p><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">Method 2 - Default Method<br></span></strong></p><p data-pasted="true">This method of setting article access allows you to control which agents can view articles using access control configured against each FAQ list. Agents will need at least read access to an FAQ list the article is on in order to see it. For each FAQ list you can grant access to agents based on their:</p><ul><li>Role</li><li>Department</li><li>Team </li><li>(You can also grant access to specified individual agents) </li></ul><p><br></p><p>This method also allows you to restrict who can view individual articles based on the team an agent is in.</p><p> </p><p data-pasted="true">This method also allows you to restrict who can view articles in an FAQ list based on the organisation an agent is in. Against each <a href="https://www.usehalo.com/guides/1895" target="_blank" rel="noopener noreferrer">organisation </a>you can set which FAQ lists agents can use, rather than needing to set access per FAQ list. Useful if using <a href="https://www.usehalo.com/guides/2330" target="_blank" rel="noopener noreferrer">multi-tenancy</a> in Halo.</p><p><br></p><p>This is used when each of your teams should have access to different articles or you are using multi-tenancy and FAQ list access differs for each of your organisations.</p><p><br></p><p data-pasted="true"><strong><span style="font-size: 12pt;">Disable Article Access to be Controlled entirely by FAQ List Access Control</span></strong></p><p>To do this you will first need to head to Configuration > Knowledge base > disable "An Agents access to view/edit Articles/FAQ Lists is controlled entirely by their FAQ List access level". </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMxOGZkMjA2LTFjNjYtNDgyNC04NGQ0LTRiYzEzN2QxYzg5ZiJ9.wlwUrP6OrYpjHoWpT2P9xSmsWIKoqwFIUoAyTj_kACg" class="fr-fic fr-fil fr-dib" width="1029" style="width: 1031px; height: 413.785px;" height="414"></p><p><strong><span style="font-size: 10pt;">Fig 5. An Agents access to view/edit Articles/FAQ Lists is controlled entirely by their FAQ List access level</span></strong></p><p><br></p><p>If this setting is disabled, agents' ability to <strong>view </strong>articles will still be influenced by access control on FAQ lists, but restrictions can also be imposed at other levels. Agents' ability to <strong>edit </strong>articles will not be controlled by access control and will instead be controlled by their permissions.</p><p><br></p><p><strong><span style="font-size: 12pt;">Set Which Articles Agents can View</span></strong></p><p><span style="font-size: 11pt;">In order to see an article agents will need to meet all of the following criteria, they must:</span></p><ul><li><span style="font-size: 11pt;">Have at least read only access to the FAQ List</span></li><li><span style="font-size: 11pt;">Be in an organisation that has access to the FAQ list</span></li><li><span style="font-size: 11pt;">Be in a team that has access to the article<br></span></li></ul><p><br></p><p data-pasted="true"><strong><span style="font-size: 11pt;">Grant Access Control on FAQ Lists</span></strong></p><p>Before you can use organisation and team restrictions to control which agents can see an article, you will need to grant the agents access to each of your FAQ lists, head to Configuration > Knowledge Base > Configure FAQ Lists > select an FAQ List.</p><p><br></p><p>At the top of the screen you will see a button labelled "Access Control". </p><p><br></p><p><strong data-pasted="true"><em>Note: If creating a new FAQ list, you will need to save this for the first time before you grant access control - the button will not show until then.</em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ4OTBmNjMwLWM2MmEtNGUxOS1hNjViLWM3ZWZmMjAzMTlmYiJ9.BqCmdF8l_svIOYPbEQMTYsBCY5ExCPFsYUVBC1L2LqQ" width="346" height="154" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 6. Access Control button</span></strong></p><p><br></p><p>Upon clicking this, a popup will show to set the access control. </p><p><br></p><p>Click the "Add" button and choose which entity to grant access control to. You can then choose the access level for that entity. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRkZjgwNTkyLTlmNDEtNDUyOS05NTFjLTBhM2ViZjU0ODg2MyJ9.ixVlSLCfYT-Leil4KmlOd-Ptb_UufqIkh4Z4dmuklO4" width="644" style="width: 646px; height: 417.246px;" height="417" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 7. Granting access control</span></strong></p><p><br></p><p>There are 4 options of access available:</p><p data-pasted="true"><strong>"None (Remove)" - </strong>Choose this option to remove access from an entry already within the list. Next time the access control is edited, that entry will not be shown.</p><p><strong>"Read Only"-</strong> Allows agents to view articles assigned to this FAQ list.</p><p><strong>"Read and Modify" -</strong> Used to allow the chosen entity to read (and usually edit) articles in this FAQ list. When using this method this will allow the chosen agents to view the FAQ list , but doesnt control if they can edit articles within it. <span style="color: rgb(235, 107, 86);"> </span></p><p><strong>"Owner" -</strong> Allows agents to view articles within that FAQ list (and usually edit) this FAQ list. Agents who have owner access will have access to it in the "My Config" area, and will be able to grant other agents access control to the list.</p><p><br></p><p data-pasted="true">On versions v2.190+ "Owner" access will automatically be granted to the agent who created the FAQ list. On versions prior to this, access control will automatically be granted to allow all agents to read the FAQ list.</p><p><br></p><p><strong>Restrict Article Access Using Organisation </strong></p><p>If you have a multi-organisation setup in your Halo instance (<a href="https://www.usehalo.com/guides/2330" target="_blank" rel="noopener noreferrer">Multi- tenancy</a>) you can restrict which articles an agent can access based on the organisation they are in. Useful if you have separate articles (and FAQ lists) for each organisation. </p><p><br></p><p data-pasted="true">To set which articles agents in an organisation can see head to Configuration > Organisations > Configure Organisations > select an Organisation > Settings tab, here use the setting 'FAQ lists that Agents can see and manage' to choose which articles agents belonging to this organisation can access. Agents will only be able to see articles in the FAQ lists chosen here. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZiZGY2NTJhLTUyNDMtNGMzMS1iNjU2LTVmZTBlYzc1MzI2YiJ9.uwM_i_xUM_zjMvM5uPMhDgxqpY236ep-oV9HNUylErw" class="fr-fic fr-fil fr-dib" width="1642" style="width: 1644px; height: 629.274px;" height="629"></p><p><strong><span style="font-size: 10pt;">Fig 8. FAQ lists agents in this organisation can see</span></strong></p><p><br></p><p><strong><em>Note: This setting will not be available if you do not have multi-tenancy enabled in your Halo instance. </em></strong></p><p><br></p><p>If using organisation level restrictions, these can be overridden for selected FAQ lists, to allow all agents to see articles in this list regardless of their organisation. Useful when you have setup organisational restrictions but have some FAQ lists that should be available to all agents, regardless of organisation.</p><p><br></p><p>To override this and make the FAQ list available to everyone, head to Configuration > Knowledge Base > Configure FAQ Lists > select an FAQ list > enable "Show for all Agents". </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjUxODE4NmI3LWUwNjktNDJmOS04OGY5LTFhYjRiYzg2MjhmZCJ9.k_rVfgHf5CKJa_fU0VZ4vbpuk98WHd4N5CT_qVrLsrE" class="fr-fic fr-fil fr-dib" width="1575" style="width: 1577px; height: 908.529px;" height="909"></p><p><strong><span style="font-size: 10pt;">Fig 9. Show an FAQ list for all agents</span></strong></p><p><br></p><p>This will ensure organisational restrictions are ignored for this FAQ list, but other restrictions will still apply.</p><p><br></p><p><strong><em>Note: This setting will not be available if you do not have multi-tenancy enabled OR if you have "An Agents access to view/edit Articles/FAQ Lists is controlled entirely by their FAQ List access level" enabled. </em></strong></p><p> </p><p><strong>Restrict Access to Individual Articles using an Agent's team</strong></p><p>Access to individual articles can be granted based on an agent's team. Useful if some teams should have access to more articles than others, but these articles are not on separate FAQ lists. </p><p><br></p><p>To do this, head to Knowledge Base > select an article > edit and article > use the "Teams that can access this Article" field to set which teams will be able to see the article. Only agents in these teams will be able to see the article.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU2YzRlZDU4LTQ3OTAtNGI0Yi05NmM5LTMyNWZiNzIyMzA1YSJ9.5MnrZEjA2Kc9XlB_PO4U7axliQs53Fv_HE4ejuujkck" class="fr-fic fr-fil fr-dib" width="1437" style="width: 1439px; height: 795.279px;" height="795"></p><p><strong><span style="font-size: 10pt;">Fig 10. Set the teams that can access the article </span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Set Which Articles Agents can Edit </span></strong></p><p>When using this method of configuring article access, an agent's ability to edit articles will be determined entirely by their permission "Knowledge Base Access Level".</p><p><br></p><p>In order to edit any articles agents will need at least "Read and Modify" for this permission. Agents with this permission be able to edit all articles they can view. </p><p data-pasted="true"><br></p><p><strong><span style="font-size: 14pt;">Access and FAQ Groups</span></strong></p><p>If grouping FAQ lists together (into <a href="https://www.usehalo.com/guides/2043" target="_blank" rel="noopener noreferrer">FAQ groups</a>) an agent will need access to the group the FAQ lists are in to be able to see articles on the list. For example, if FAQ list 'Accounts integrations' is under FAQ list 'Group 1', and an agent has access to FAQ list 'Accounts integrations, but not FAQ list 'Group 1', they will not be able to see any articles in FAQ list 'Group 1'. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ3N2YzN2U0LTRkMjMtNDRmMC1iZTEwLThkMDg1MDdiODdkNSJ9.X9OqOL2NoInluK5S8o7kdfHqdWr2uWddrBe5bqotToo" width="586" style="width: 588px; height: 328.562px;" height="329" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 11. FAQ List grouped by another FAQ list</span></strong></p><p><br></p><p>However, access granted to an FAQ group will be inherited by the lists within it. That is, if an agent has access to an FAQ group, they will have access to the FAQ lists and articles under it, even if access is not granted on each of those individual lists. </p><p><br></p><p>This is the case regardless of the access method you are using. </p><p><br></p><p><strong><span style="font-size: 14pt;">Prevent all Agents from editing Article Content</span></strong></p><p data-pasted="true">A global setting can be enabled to stop agents from editing the content of articles, this will prevent everyone from editing the "Title", "Description" and "Resolution" fields of articles, including admins. It can be useful to have this turned on if using<a href="https://www.usehalo.com/guides/2047" target="_blank" rel="noopener noreferrer"> article versioning</a> as this forces agents to create a new version of an article each time they want to change it's content, rather than just editing the current version.</p><p><br></p><p>This is enabled under Configuration > Knowledge Base > "Do not allow editing of Article content fields". </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU0YjQzMjU5LTk2NjAtNGEyYy05ZmU3LWNjMGRjNjEyYzJhNiJ9.MPirgnJ6UPgk3rRHVlliD0nu0na7vlOfi_qV5g28eSM" class="fr-fic fr-fil fr-dib" style="width: 680px; height: 348.551px;" width="833" height="428"></p><p><strong><span style="font-size: 10pt;">Fig 12. Setting to disable the ability to edit article content</span></strong></p><p><br></p><p><span style="font-size: 11pt;">When enabled, agents will still be able to edit other aspects of articles, such as the tags and FAQ lists.<br></span></p><p><br></p><p><br></p>
