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</style><p><strong>In this guide we will cover:</strong></p><p><strong>- What are Article Drafts?</strong></p><p><strong>- Enabling Article Drafts</strong></p><p><strong>- Approving Article Changes</strong></p><p id="isPasted"><strong>- Publishing Articles Using Unique Links</strong></p><p id="isPasted"><strong>- Article Versions</strong></p><p><strong>- Drafts in Ticket Templates</strong></p><p><strong>- Comparing Edited Drafts</strong></p><p><strong>- Preview Drafts before Publishing</strong></p><p><strong>- Preventing Multiple Article Drafts</strong></p><p><br></p><p><strong><br></strong></p><p><strong>Admin Guides:</strong></p><ul><li style="font-weight: bold;"><strong><a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1844/" id="isPasted" target="_blank" rel="noopener noreferrer">Knowledge Base</a><br></strong></li></ul><p><br></p><p><span style="font-size: 14pt;"><strong>What are Article Drafts?<br></strong></span></p><p>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 and subsequently published. This can also be configured the same way for news article drafts, as explained at the bottom of this guide.</p><p><br></p><p><span style="font-size: 14pt;"><strong>Enabling Article Drafts</strong></span></p><p>The use of article drafts can be enabled under Configuration > Knowledge Base under the Articles section. Upon enabling, there is an option to select which Ticket Type to use for Drafts, and you can set this so only the listed "Owners" of the Article can submit Drafts for that article.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA2YWRlYmRkLTEwNmItNGE3YS05MzBjLTQ3M2M2MGM5ZTZjZCJ9.2EhVfuOOuAFZQYBUiApGGd_cKjxkgkCpaOMQ0pKZ9qg" class="fr-fic fr-fil fr-dib" width="1215" style="width: 1217px; height: 154.186px;" height="154"></p><p><strong><span style="font-size: 10pt;">Fig 1. Enabling Article Drafts.</span></strong></p><p><br></p><p data-pasted="true">From v2.238+, Article drafts can be stored on a hidden Article. This method stores a hidden draft article in the KBentry table, which will store the data added on the Ticket, and allows the additional files to be added to Ticket Types and Actions. To use this method, enable "Use new draft type (Drafts stored on an Article)". </p><p><br></p><p id="isPasted">It is advised that you create a Ticket Type specifically for Article Drafts.</p><p><br></p><p>In your "Article Draft" Ticket type, Knowledge Base Article Fields should be added to the "Field List" tab, these include:</p><p><br></p><ul><li>Article type (for when also using the news articles functionality)</li><li>Article description</li><li>Article resolution</li><li>Article notes</li><li>Tags</li><li>FAQ lists</li><li>Related Articles</li><li>Teams that can access this article</li><li>Next Review Date (Knowledge Base)</li><li>Allowed Organisations (Knowledge Base)</li><li>PDF Template (Knowledge Base)</li><li>Apply template when linked to a Ticket (Knowledge Base)</li><li>Asset (This field will not show in the "Article Draft" tab when the ticket is logged. It will show in the same place as your Asset field usually shows either on its own tab or in the End-User details)<strong data-pasted="true"><em>.</em></strong></li><li>Teams that own this article</li><li>Agents that own this article</li><li>Article Active</li><li>Meta (Available when using the New Draft Type)</li><li>Available to all User Roles (Available when using the New Draft Type)</li><li>User Roles (Available when using the New Draft Type)</li></ul><p>These fields will populate the relevant content of the article, once published, for example, text in the "Article Description" field will be used to populate the description of the article.</p><p><br></p><p><strong><em>Note: Rich text fields for article drafts will have the same formatting options as rich text fields directly against a knowledge base article.</em></strong></p><p><br></p><p id="isPasted">These fields can also be added to Actions, useful if you would like agents to work on drafts sequentially using actions.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM0MGM3YjE0LWQ1ODUtNDBhNy05OTM3LWYyY2RkNDBjNDY1ZSJ9.g8slwisdFuOHEnMcvaFkbQ82bSWA9Q71CXyeJYfm4hU" class="fr-fic fr-fil fr-dib" width="1210" style="width: 1212px; height: 628.817px;" height="629"></p><p><strong><span style="font-size: 10pt;">Fig 2. Configuring the Field List for an Article Draft Ticket Type.</span></strong></p><p><br></p><p>When a new Article is created, the Agent will be shown the new ticket screen for the "Article Draft" ticket type.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY4ZWRiYTc4LTFmMmQtNDcxYy04Y2FlLTE2NTBlMzg0MzhjZCJ9.qRahunZZNJx7pvVvPXn9jFEp72gYblqYJ4a953Q7X2w" class="fr-fic fr-fil fr-dib" width="1209" style="width: 1211px; height: 740.056px;" height="740"></p><p><strong><span style="font-size: 10pt;">Fig 3. New Article Draft Ticket creation screen.</span></strong></p><p><br></p><p>On the Ticket Details screen, these fields will show on a new Article Draft tab. Here, agents can edit these fields to contain the new content for the article.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQxYWRlZDdlLTRjYjQtNDIwNS1hZmI3LTRjN2FhODkxM2NmNyJ9.ixLmp4_tj7_KYaholYvMhjMVXnBADovjADnI7CjwUFI" class="fr-fic fr-fil fr-dib" width="1207" style="width: 1209px; height: 769.191px;" height="769"></p><p><strong><span style="font-size: 10pt;">Fig 4. Article Draft tab.</span></strong></p><p><br></p><p>To publish the changes you will need to configure an Action with the System Use "Publish Article" (Configuration > Tickets > Actions).</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImYxNDliNTgzLTI4MDQtNGI2OS05Njg3LTI3ZWM4MWEwYjQ3NCJ9.gaRPUM6MvNByoFobhWa6MOHl0WiV5Jjrfno0UCzNNU0" class="fr-fic fr-fil fr-dib" width="352" height="233"></p><p><strong><span style="font-size: 10pt;">Fig 5. Action with System Use of Publish Article</span></strong></p><p><br></p><p>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.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFkY2JjOGVmLWNkNTctNGM1Yy04ZDQ2LThmOTZiODgxMDFjNSJ9.H9mb_f3ksXEULjy1re_QsaqtA5V3YFfHKmPeJ9DpbjM" class="fr-fic fr-fil fr-dib" width="1207" style="width: 1209px; height: 776.054px;" height="776"></p><p><strong><span style="font-size: 10pt;">Fig 6. Action to publish the Article.</span></strong></p><p><br></p><p>The Article that is then created will be linked in an "Article Details" tab on the Ticket.</p><p><br></p><p>If an End-User submitted the Article Draft, they can be accredited as the creator.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZjY2UwODgxLTJkZTctNDdmNS1hZDM3LTE1MWQ3Y2Q3NzJlMyJ9.UJeBLRcQq2eSLpYZd1Ettygccrk0xA9mhRBlAAr2Vt4" class="fr-fic fr-fil fr-dib" width="1214" style="width: 1216px; height: 777.395px;" height="777"></p><p><strong><span style="font-size: 10pt;">Fig 7. Article Details tab.</span></strong></p><p><br></p><p>If "Hide the edit and clone buttons on Articles when using drafts" is enabled in Configuration > Knowledge Base, Agents will no longer be able to edit the details of existing Articles and will instead need to use the "Draft Amendment" button. The setting will prevent the use of the "Edit" and "Clone" buttons on article drafts. If Drafts are only enabled for one of the two forms of article (Knowledge Base or News), it will only hide it for the kind that drafts are enabled for. 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 article drafts when newer versions are available.</p><p><br></p><p id="isPasted">"Is a draft amendment" can be used as a <a href="https://usehalo.com/haloitsm/guides/1923" target="_blank" rel="noopener noreferrer"><strong>Ticket Rule</strong></a> criteria, allowing possibilities of a new assigned Team or Workflow to be triggered once one is created.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU5NjUwYWZjLTJlZGUtNDZmNy1hZGE3LTI5YTE4NTM1YWRlNyJ9.gytr8esfpkiUAcnS8-p781tL6lmTOyYrecS0dyyG1jg" class="fr-fic fr-fil fr-dib" width="1207" style="width: 1209px; height: 480.264px;" height="480"></p><p><strong><span style="font-size: 10pt;">Fig 8. Draft Amendment button.</span></strong></p><p><br></p><p>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.</p><p><br></p><p>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.</p><p><br></p><p>If you use the "Agents that own this article" and "Teams that own this article" fields on your chosen Article draft Ticket Type, these fields will automatically populate when an amendment is raised.</p><p><br></p><p><strong><span style="font-size: 14pt;">Approve Article Changes</span></strong></p><p>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.</p><p><br></p><p>Dependant on your needs, other methods of approval (such as CABs) can be used and added to the workflow.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAwOGI3YmY2LWRmM2UtNGExNC05MzU0LTEzZmVhODMxZTA4NiJ9.aT_EuqgLfduL2wJiKwFTZ5dJdMh0bdUHQWy-33e2mbY" class="fr-fic fr-fil fr-dib" width="677" height="651"></p><p><strong><span style="font-size: 10pt;">Fig 9. Article Owner Approval Process</span></strong></p><p><br></p><p>To configure this for news article drafts you can set this in Configuration > Knowledge Base.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM4YzM1NDI2LTZkNTYtNDgzYi1iZTZjLTc4Y2Y3ZWZhNjM5MSJ9.9JehDW-2QOsBmThrL7oVCRpYQjObNomHQDz5rgCCpEU" class="fr-fic fr-fil fr-dib" width="528" height="163"></p><p><strong><span style="font-size: 10pt;">Fig 10. Configuring Article Drafts For News Articles</span></strong></p><p><br></p><p>You can also have multiple owners on an article, this can be added to from the "Owners" table found on each article near the bottom of the page.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFiZjVkN2Y3LTk2ZWEtNDZmMy1hODJiLTExMGIyYTI1NzBkMiJ9.2CXf006zptOd-bODLGwR6n5FkjK3yfVD0fyB2Joi1qc" class="fr-fic fr-fil fr-dib" width="965" height="594"></p><p><strong><span style="font-size: 10pt;">Fig 11. The Article Owners Table</span></strong></p><p><br></p><p>The owners can then be added in the above approval process in <strong>Fig 9</strong>. When creating new articles, if no owners are specified it will default to the agent creating the article. Additionally, approval processes based on the owner of the linked article will use the owners of the article. If no owners have been specified, it will fall back to using the creator of the article as the approver.</p><p><br></p><p>Knowledge base fields can be added to the "Field List" of the approval process. This allows the approver to view and edit the content they are approving. The approver will get the below email (ID: 50) with the selected fields on the approval process, and it will additionally show in the "My Approvals" area if accessible.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEwNmUwZjZjLWJiNzEtNDM2Ny1iNTM1LTE5YWM1MDhjMzg3YyJ9.wPMcSfX89cY2GDshyA8g3zbilUUWkKHz0KpfDnThtZU" class="fr-fic fr-fil fr-dib" width="864" height="808"></p><p><strong><span style="font-size: 10pt;">Fig 12. Approval email.</span></strong></p><p><br></p><p>Clicking the button to approve or reject will open the portal to add a comment.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY3OTE5MGE2LTYwZDctNGI2YS05MTAyLTNlYTEyZDA5Y2U4MSJ9.q9Puzwng8eaYLIU0LoIcWBTwM_iiFb9oZc2CP9P5r6w" class="fr-fic fr-fil fr-dib" width="855" height="386"></p><p><strong><span style="font-size: 10pt;">Fig 13. Approve in the portal.</span></strong></p><p><br></p><p id="isPasted"><strong><span style="font-size: 14pt;">Publishing Articles Using Unique Links</span></strong></p><p><span style="font-size: 11pt;">This type of configuration is found per article when enabled. This is separate functionality from the system use: "Publish Article". Permalinks can be used to give specific access to an article, once a link is generated anyone with the link can access the article. Multiple links can be generated per article. </span></p><p><br></p><p><span style="font-size: 11pt;">To enable this head to Configuration > Knowledge Base you can enable the publishing setting.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc5MmQyMDdhLTMxYTgtNGU1ZC05MzNmLTU5ZjFmOGIyYjQyMCJ9.9-OgJ9nsJWnN0vhFekxgMPGzkvOwuJwDcGWz8PhAlKk" width="298" height="49" class="fr-fic fr-dii"></span></p><p><strong><span style="font-size: 10pt;">Fig 14. Enable publishing.</span></strong></p><p><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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;"><span style="box-sizing: inherit; font-size: 11pt;">After enabling this setting and editing a knowledge base article you'll have a Publish Articles tab near the bottom of the page.</span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQyNGI5YzRkLTg3YWYtNGY2OS1iMTE1LWY5NjA1M2Q4ZWQ5ZiJ9.cySccDxoAikcSe2BOBa-Wr64KavCbFTNIlmDgyf66vA" width="227" height="145" class="fr-fic fr-dii"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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;"><strong><span style="font-size: 10pt;">Fig 15. Creating a permalink.</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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;"><span style="box-sizing: inherit; font-size: 11pt;">Clicking "Create Permalink" should display a confirmation text below and the table will be hidden. After saving, in the read mode there should be a 'Permalinks' tab which should display every current permalink for that article.</span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkxNThkY2JkLTkwODYtNGUwYi1iMmMzLTJjZGIxZjYyNmVlMCJ9.74XLQYJVaQaYhaoFEmK0nWqn6UrNPRc_M4PavB6sAho" width="964" style="width: 964px; height: 276.187px;" height="276.187" class="fr-fic fr-dii"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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;"><span style="box-sizing: inherit; font-size: 10pt;"><strong>Fig 16. Permalinks added.</strong></span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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;"><span style="box-sizing: inherit; font-size: 11pt;">Without being logged into the portal and having the option "Require Users to Log in to Access the Knowledge Base" turned on, go to the generated link and you should be able to see the article. The articles will no longer be accessible for anonymous users, but if you send that link, they will be able to access specific articles without a login.</span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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;"><br></p><p><strong><span style="font-size: 14pt;">Article Versions</span></strong></p><p>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. </p><p><br></p><p>To enable this head to Configuration > Knowledge Base and turn on the setting "Enable Article versioning".</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkzYTMzNmRjLTcyYmItNDgyMC1hZWUzLTA4ZjdlZmU0YjNjZCJ9.c0l4tY_M-ez4Y0tM_h-_319-BS2QN9TYLamzo3AezdU" class="fr-fic fr-fil fr-dib" width="224" height="108"></p><p><strong><span style="font-size: 10pt;">Fig 17. Enable Article versioning setting</span></strong></p><p><br></p><p>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. To see other versions 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. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU5NjFmMmRjLTkzZDMtNDMxNi04MTQwLTUxMWJmNDEwNmQ5ZCJ9.do4tw-KSff2YBWmxayeib4Xm8w4UAoc-aQ47ZI7P5wk" class="fr-fic fr-fil fr-dib" width="1096" style="width: 1098px; height: 374.375px;" height="374"></p><p><strong><span style="font-size: 10pt;">Fig 18</span></strong><strong><span style="font-size: 10pt;">. Article versions</span></strong></p><p><br></p><p>If you are using permalinks to give users access to articles there is a shortcut to copy the link of the latest article version.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQxNjg0Y2EyLTEyYjItNDZlYy1hYzU1LWYxYjZiOGRjYWM0YiJ9.OP11f41JUg8TpGksfdiVmzWjj_YbfCTlQmqJobEV7gM" class="fr-fic fr-fil fr-dib" width="1224" style="width: 1226px; height: 468.982px;" height="469"></p><p><strong><span style="font-size: 10pt;">Fig 19. Get link to most recent version of the article</span></strong></p><p><br></p><p>Permalinks can be generated for each article version.</p><p><br></p><p><strong><span style="font-size: 14pt;">Drafts in Ticket Templates</span></strong></p><p>Ticket templates can be used to apply defaults in fields associated with article drafts.</p><p><br></p><p>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. </p><p><br></p><p>At the bottom of this page, the article fields can then be set.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQxNDAwM2U1LTYzMjMtNGM4ZS05ZTM5LTA5NGU4MjVjNWI3YSJ9.DOMtWmhObVD4qIH_Bk0Lb6rVUTJKFNfJ-v1B_6BxxoY" class="fr-fic fr-fil fr-dib" width="610" height="793"></p><p><strong><span style="font-size: 10pt;">Fig 20. Article fields on a template.</span></strong></p><p><br></p><p>When logging a 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.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFkMjU3ZTUzLTU5NzktNGZkMS1hMjAyLTdlZTI5MDRhNzYwZCJ9.g3qwM3I1GWi3v-A4xsj67LsVEHAXMfszEI4k7ea1Nnk" class="fr-fic fr-fil fr-dib" width="1219" style="width: 1221px; height: 601.624px;" height="602"></p><p><strong><span style="font-size: 10pt;">Fig 21. Ticket logging screen with template applied.</span></strong></p><p><br></p><p>Upon logging, the details will then be set on the fields on the ticket.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI2ZTY0NDVjLTM0NmEtNDNiOS04Nzc3LTVmMjE1OTM3YWE2MCJ9.OwqU6tJTNZdSMJamx7Y3KMWZEZDEyunk0CG4UD0GM38" class="fr-fic fr-fil fr-dib" width="669" height="817"></p><p><strong><span style="font-size: 10pt;">Fig 22. Ticket logged with fields.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Comparing Edited Drafts</span></strong></p><p>A "Compare Description"/"Compare Resolution" button will appear when drafting an amendment of an article.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUxYjgxYTVjLTJlMDMtNGU3Ni1hMTIzLTYxMmY5N2VjY2NjNyJ9.IoYYh43S2v-d_dsyvHfQPeAw5nq9lxhN4nGPe8wsgVQ" class="fr-fic fr-fil fr-dib" width="910" height="574"></p><p><strong><span style="font-size: 10pt;">Fig 23. Compare Description button on the Article Description field.</span></strong></p><p><br></p><p>Clicking this will then show a popup screen that compares the two side by side. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRiOGZjMDlkLTU0MjktNGQ3OC1hYjhhLTc2NTE2Zjc2NDBlZCJ9.k1AxYnQt8G15v9z78250QP3tnsccmVuqUgGfpr6vns0" class="fr-fic fr-fil fr-dib" width="1224" style="width: 1226px; height: 322.285px;" height="322"></p><p><strong><span style="font-size: 10pt;">Fig 24. Side-by-Side tab.</span></strong></p><p><br></p><p>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.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBhYmI3NGI3LTJiZjQtNDQ3OS1iNjYxLTE4MmQxNWJjOTQ0NiJ9.-JZcKuhLoA82GLoXXP89GUMXg888Zx01CY2qHArcg3c" class="fr-fic fr-fil fr-dib" width="1221" style="width: 1223px; height: 243.547px;" height="244"></p><p><strong><span style="font-size: 10pt;">Fig 25. Difference tab.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Preview Drafts before Publishing</span></strong></p><p>In Configuration > Knowledge Base > Articles, enable "Preview articles before publishing them". </p><p><br></p><p>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.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA4ODUyNmE2LWZlZmEtNGRjZS1iYTMzLWY0Y2Y1YzQ3NmQ3MyJ9.hlqCkvqSQSNQ_cTuAHitWz0kqcNY5VllWEMWXuGr2M4" class="fr-fic fr-fil fr-dib" width="1213" style="width: 1215px; height: 571.653px;" height="572"></p><p><strong><span style="font-size: 10pt;">Fig 26. Article preview screen.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Preventing Multiple Article Drafts</span></strong></p><p>You can prevent multiple article drafts from being open at once, and only allow one per article. To enable this, go to Configuration > Knowledge Base, and enable the below checkbox.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY0MzVhZDRlLWFiOTgtNDI2Mi05YTYzLTQ3NjAyMjAyNzc2NiJ9.VQ7hi2-hNJGojriP5IxIt97yoIQB-7L_W6wPRiswFXI" class="fr-fic fr-fil fr-dib" width="469" height="27"></p><p><strong><span style="font-size: 10pt;">Fig 27. Disabling multiple drafts.</span></strong></p><p><br></p><p>When viewing an article with an open draft ticket, the "Draft Amendment" button will disappear from the top row. It will also show the "Open Article draft" within the details, which will link to the ticket ID of the draft.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM4YWZkN2Q5LWVjZmUtNDQ3Yi1iYzdhLWM2ZTJkZjNiNDBiNCJ9.4r3Z74FDj45ODAJhpdpN115AQxYDqQqQqdleIj8BITs" class="fr-fic fr-fil fr-dib" width="1005" height="326"></p><p><strong><span style="font-size: 10pt;">Fig 28. Article with open draft.</span></strong></p><p><br></p>
