from
the main menu bar.e11 Help Desk Software Manual for customer support & service software
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To approve an article:
1.
Click from
the main menu bar.
2. View Settings page opens, as shown in the Figure 1-1-1.
3.
Click 
in
View Settings page to access the Answer Book.
4. Answer Book page opens, as shown in the Figure 1-1-2.
Tip: You can also click on 
from
the tool bar to access the Answer Book directly.
Note: Incase there are unapproved articles the 
link shall show the number of such articles. The Figure 1-1-2
shows 2 such articles.
Only authorized representatives can approve or disapprove an article. One has to be a part of the group that enjoys rights to authorize an article, before he/she can become an authorized representative. To do this, first of all, you need to create a representative rights group. While creating just select Approve Article from the Group Rights of the representative rights group.
You can also select the ticket categories that a particular representative can view from his/her end in the Answer Book. While creating a representative you need to assign a representative rights group to him/her. Now, that representative can access only those categories in the Answer Book, which are available under that particular representative rights group.
5.
On clicking the link, a new window with articles with pending approval
shall appear, as shown in Figure 1-1-3.
6.
Click on the keyword to open
the content of an article, as shown in the Figure 1-1-4. Here, you can
modify the content and style of the article. You can also add attachments
by clicking on 
, to select the file from your PC.
Note: You can attach maximum of 3 files with an article.
7.
After modifying the style,
click 
to only save the changes, click 
to save the changes and approve the article and click
to cancel the changes.
Note: Click 
to disapprove or 
to delete the article from the Answer Book (Approval) page.
Click to approve an article
directly from the Answer
Book (Approval) page.