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Configure article review groups

Updated Monday, October 26, 2026 · Marc Staine

Review groups connect eligible article submitters with the people responsible for reviewing their work. Team, agent and asset filters help make the review path relevant to the documentation being submitted.

Applies to: Supportbench Core. Location: Settings → Knowledge Base → Review groups. Access and available controls depend on your role and account capabilities.

Before you begin

  • Confirm you have the relevant knowledge-base administration permission.
  • Identify the intended article audience and affected existing articles before changing shared configuration.

Configure and verify

  1. Open Settings → Knowledge Base → Review groups.
  2. Find the item in the list and open it, or choose the page’s new-item action.
  3. Enter a clear name and description. Set the fields below, including any scope, hierarchy, visibility or availability controls.
  4. Save the item and resolve any validation message. Reopen it to confirm the saved values.
  5. Check the relevant selection list or form using a user with the intended access. Repeat for an excluded user or division when scope is restricted.

Settings reference

Settings and actions

SettingWhat it controlsHow to choose
Name / DescriptionGroup identity and explanation, up to 50/250 characters.Name the review responsibility clearly.
Submitter Teams / AgentsPeople eligible to submit through the group.Choose the smallest useful authoring audience.
Submitter Asset categories / AssetsAsset-based submitter scope.Use when review eligibility depends on a product or asset.
Reviewer Teams / AgentsPeople responsible for review.Choose a maintained group with clear coverage.
Reviewer Asset categories / AssetsAsset-based reviewer scope.Check that intended reviewers match the selected context.
ActiveControls whether the group is available.Keep active groups staffed and retire obsolete review routes.
AuditCreation and update details.Use to trace a recent routing change.

Behavior to know

  • If a group is missing, check Active, submitter/reviewer scope, and the relevant team/asset relationships. Access to Settings alone does not grant publishing permission.

Recommended use

  • Use clear, consistent names and keep the number of shared choices manageable.
  • Review the effect on existing articles, templates and workflows before changing shared configuration.

Worked example

  1. Create a review group for a product documentation team.
  2. Select the intended author team and reviewing team.
  3. Add asset scope only where the review responsibility requires it.
  4. Save and verify the group is offered to an eligible author in the intended article workflow.

Troubleshooting

ProblemWhat to check
The item is missing from a picker.Check Active, division access, parent hierarchy, enabled modules, and the user’s role. Reopen the consuming form after saving.
The form rejects a save.Read the displayed validation message. Check required values, text limits and permitted scope; do not change unrelated settings to bypass validation.
An existing record still shows an old value.A configuration change and a record change are different operations. Inspect the record and relevant references before assuming the save failed.
  • Knowledge Base → Organize knowledge-base topics and access
  • Knowledge Base → Configure article templates and AI authoring guidance
  • Knowledge Base → Manage knowledge-base tags and audiences
  • Knowledge Base → Configure shared article styles and callouts

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