Plan requirement
| Subscription | Suite Enterprise or higher, Knowledge Enterprise |
| Access | Agent |
Assigning an article gives it one owner and a written request. There is no due date field at all, which changes how you have to use the queue.
Assign one
- Open the article for editing.
- Click the Assign icon on the right of the article header.
- In Team member, type two characters and pick the person. Only agents who may edit that article appear.
- Under What is the required update?, write the internal note that says what you want done.
- Click Send. They get an email with a link to the article, unless you assigned it to yourself, which sends nothing.
The note is doing the work of a due date
There is no date field. So "by the end of the month" belongs in What is the required update? along with what needs changing, or it exists only in your head.
Reassigning does not carry the previous note across, so whatever you wrote for the first person has to be written again for the second.
Assign to a person, always
Team member takes one person, which is the right constraint. Work assigned to everybody belongs to nobody, and that is exactly the state a workflow exists to prevent.
Use it for reviews too
The same mechanism handles the second half of the job: assign an existing article to somebody with a note saying what to check, and you have scheduled a review rather than hoped for one.
This is what makes a knowledge base maintainable at scale. Writing articles is a project; reviewing them is a habit, and the habit needs a queue.
Make the queue visible
Look at the list of assigned articles in your regular team meeting. Ten minutes on what is overdue does more than any amount of agreement that documentation matters.
Keep the queue honest
An assignment sitting untouched for three months has stopped meaning anything, and a list full of them trains people to ignore the list. Either reassign it deliberately, with a fresh note, or take it off somebody's plate.
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