1) What is your original issue/pain point you want to solve?
We have the feeling that edits to Knowledge Base articles sometimes disappear. It is hard to tell whether someone accidentally overwrote a change, whether there is a technical issue, or whether we are simply misremembering the previous state. Without any kind of change history, there is no way to investigate.
2) Which are one or two concrete situations where this problem hurts the most?
- A colleague updates a KB article, and shortly after the changes appear to be gone. We cannot tell if someone else edited it at the same time and unknowingly overwrote the content.
- We want to find out when a specific article was last changed and by whom, but there is simply no information available anywhere in the UI.
3) Why is it not solvable with the Zammad standard?
Zammad tracks changes for tickets via the history function, but Knowledge Base articles have no equivalent. There is no log, no revision history, and no conflict detection when multiple users edit the same article around the same time.
4) What is your expectation/what do you want to achieve?
It would be great to have a change history for KB articles, similar to what already exists for tickets. Ideally this would show who changed an article, when, and what was changed. Even a basic “last edited by / at” display would already help a lot. A conflict warning when two users edit the same article simultaneously would be a nice bonus.
Additional info:
We suspect that concurrent edits may cause a race condition where one save silently overwrites another, but we cannot confirm this without any logging. A history feature would help both to investigate past incidents and to prevent future confusion.
Your Zammad environment:
- Average concurrent agent count: 10
- Average tickets a day: 30
- What roles/people are involved: Agents and Customers.