About
Content Requests allow users to report missing information in the knowledge base. At any time, they can create a new request and describe the content they need.
Glossary
Request: A demand for new content, typically a new article.
Requester: The user who created the request.
Contributor: The user responsible for creating the content that fulfills the request.
Coordinators: Includes both Space Coordinators and Platform Coordinators.
Stakeholders: All individuals involved in resolving the request (by default, the Requester, Contributor, and Coordinators).
Permissions
All users can create requests, even without edit rights. They can view and track only their own requests.
Platform Coordinators can:
View all requests
Create requests on behalf of other users
Change the Requester
Archive or delete requests
Space Coordinators have the same abilities, but only for requests within their space(s).
The Requester cannot delete or archive their own request.
If a request is moved to a space the Requester doesn’t have access to, a warning will appear to inform the other stakeholders.
What is a Request?
A request represents a user-identified need to enrich the knowledge base. It includes the following elements:
Title: A one-line summary of the need
Description: A clear explanation of the expected content (plain text format)
Associated metadata:
Requester
Creation date
Space where the request was created
Status: Open (default) or Resolved
Link to one or more related articles (optional)
Coordinators can mark a request as Resolved once it has been addressed. This triggers notifications and changes how the request is displayed in lists.
A dedicated view allows each user to see all their own requests, and Coordinators to manage those in their spaces or across the platform.
How It Works
Creating a Request
Any user on the platform can create a request (see Permissions).
To do so, go to the "Article Requests" tab and click the "New Request" button in the top right corner.
The user simply needs to describe their need.
Once submitted, the request is saved and added to the request queue.
Processing Requests
Space administrators and coordinators have access to a consolidated list of all requests in their spaces, accessible from the same tab.
They can click a request to view its full details.
From there, they can link an article to the request. Suggestions will appear based on the description.
There are four main outcomes:
A new article needs to be created. In this case, it must be created before linking.
An existing article already fully answers the request and can be linked as is.
An existing article is relevant but incomplete. It must be edited before linking.
The request is out of scope. It can be archived immediately.
Once an article is linked, the request can be marked as Resolved by changing its status.
The status is visible in the right-hand column along with other metadata like the space and requester.
When the request status changes, all stakeholders are notified (see Notifications).
Comments
Sometimes, the request isn’t clear enough. In this case, stakeholders can communicate through the comment thread.
Users are notified and invited to reply to clarify the request.
Notifications
Notifications are automatic and help keep all stakeholders informed:
Space Coordinators
New request in one of their spaces
New comment on a request in their space (unless it’s already assigned)
Requesters
New comment on their request
Status change of their request
Requester change (if someone else becomes the requester)
Platform Administrators
Do not receive notifications by default unless they join a space as a Coordinator.