Overview
Within the various UA Enterprise Service Management (ESM) Service Portals, visibility of knowledge articles are dependent upon two primary factors:
- Article status
- Article and/or category permissions
The table below describes how article status and life cycle impact which individuals can view an article.
Article Visibility Matrix
| Status |
Description |
Shows in Search |
Shows in KB Navigation |
Publicly Visible |
| Not Submitted |
Draft / Work in Progress, article not complete |
Limited* |
No |
No |
| Submitted |
Article complete, not verified for quality and accuracy |
Limited* |
No |
No |
Approved
(Not Published) |
Verified article but not yet Published |
Limited* |
Limited* |
No |
Approved
(Published) |
Verified and published – internal vs external controlled by article permissions.
Public visibility set with flag in permissions. |
All users** |
All users** |
Yes** |
| Archived |
Article is no longer relevant and removed from general use |
Limited* |
No |
No |
| Rejected |
Previously submitted article that has issues and is not to be used until resolved |
Limited* |
No |
No |
* Individuals with TDWorkManagement access and View Articles Regardless of Status and/or View All Articles permission.
** Based on visibility permissions by article or category. Categories or articles permissions may be public or restricted by group membership. Individuals with View All Articles permission can see all articles regardless of visibility permissions setting on a specific article or category.
Need additional help or have issues
For support, requests may be submitted anytime using the appropriate Enterprise Service Management form. Requests generate a Ticket which will be worked in order received and urgency by IT Employees with the knowledge and permissions to assist with the request.
For immediate assistance please review the Contact Us page for the appropriate support group.