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View-Only option for staff for KB articles?

Accepted answer
edited Jan 5, 2017 8:13PM in Knowledge Management 2 comments


Our office is structured such that staff have frequent need to access articles while not necessarily in the context of working/responding to incidents.  Sometimes they're handling phone inquiries (we do not have telephony integration), or sometimes they're accessing internal-only/training type articles.  

So as not to inflate our session count, we have them use the Quick Search function.  Unfortunately, although I've created a custom answer workspace (with limited fields/tabs), and made what fields ARE on the list 'read only'...they cannot open the individual articles (once they are returned from a search) without the 'Add/Edit' permission checked on their profiles.  I can control the 'edit' part by locking all the fields down...but I can't control the 'add' part.

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