Article requests let people say what is missing in the knowledge base. Each request is a short description of the article that someone needs. The space managers then assign it to a contributor and follow it until the article exists.

Glossary

A few key words, so we all mean the same thing:

Request

A need for a new article, or for a change to an existing article, described by a title and a short explanation. Each request belongs to one space.

Requester

The person who created the request. A manager can change the requester, for example to create a request for someone else.

Assignee

The member of the space who is responsible for answering the request. A request can have no assignee.

Managers

The administrators and coordinators of the space where the request is. Platform administrators and coordinators are managers in all spaces.

Status

The stage of the request: "Open" (nobody has started), "In Progress" (someone is working on it) or "Done" (an article answers it).

Who can do what

Everyone: can create a request in a space where requests are enabled and where they can publish. They see their own requests and the requests assigned to them.
Managers: see all the requests of their space. They can assign a request, change its status, change the requester, archive it or delete it.
The assignee: can edit the request, link articles and give the request to another person.
The requester: can edit the request, link articles and add comments.

Enable requests in a space

Requests are off by default. Enable them in each space that should receive requests:

Click your profile picture in the top right corner, then click "Settings".
In the menu on the left, open "Content management" and click "Requests".
Click "Add Spaces".
In the "Enable requests for spaces" window, click "Select Spaces", select the spaces and click "Apply".
Click "Save".

The space now appears in the "Spaces with requests enabled" table, with its managers and the number of open, in progress and done requests.

To disable requests in a space, click the three dots at the end of its row, then click "Remove requests access". All the open requests of the space are then archived.

Create a request

Click "Article Requests" in the menu on the left. In the new app layout, the item is called "Requests".
Click "New Request".
Complete the "Request title" and "Explain what's missing" fields.
In "Post in", choose the space.
Click "Submit".

The request gets the "Open" status and has no assignee. The managers of the space get a notification.

Follow the requests

The "Article Requests" page lists the requests that you can see, with their comments, space, assignee, status and linked article. Click "Archived" to see the archived requests.

Click a request to open it. On the right, you see its space, its assignee, its status, its requester and its ID. The ID helps you refer to a request in a discussion.

Handle a request

Assign the request. Under "Assignee", choose a member of the space. The assignee gets a notification.
Change the status. Under "Status", choose "Open", "In Progress" or "Done".
Link the article. Under "Article for the request", click "Add article" and search for the article. "Suggestions" shows articles that may answer the request. You can link more than one article.
Discuss the request. If the request is not clear, write in "Add comments" and click "Post". The requester and the space managers get a notification.

A request can end in one of these ways:

An existing article answers the request: link it and set the status to "Done".
An existing article is incomplete: update it, link it and set the status to "Done".
No article exists: create it, link it and set the status to "Done".
The request is out of scope: a manager archives it.

Edit, move, archive or delete a request

Click the three dots in the top right corner of the request:

"Edit" changes the title and the description.
"Archive" removes the request from the list. It stays in "Archived".
"Delete" removes the request.

To move a request to another space, choose the space under "Space". If the assignee is not a member of the new space, the request loses its assignee.

Notifications

Space managers: a new request in their space, and new comments.
The assignee: when someone assigns the request to them.
The requester: status changes, new comments, and when someone else becomes the requester.

You do not get a notification for your own actions.