Reassigning Content to the Correct Reviewers – Home

Overview

Content in the Answer Library can be reassigned to owners as needed. A Q&A pair may need to be reassigned to a new owner for review if:

The wrong person was originally assigned
The person to whom it was assigned has left the organization or is in a new role
There are multiple owners for a segment of content and the work needs to be spread out more evenly

Depending on the review cycle and the current status of a Q&A pair, the process to reassign an owner can change.

Standard Content Review Process

With the standard review process, the review date on content has not expired. The existing owner can reassign to another reviewer regardless of their role, even if they only have Team Member access or an equally restrictive custom role. As the current owner, they can reassign a Q&A pair to another individual.

In this situation, to reassign an owner on a single Q&A pair, follow the steps below:

Select Answers from the navigation menu to go to the Answer Library, then Team Work.
Click View All.
Select a Q&A pair, then click Edit (i.e. the pencil icon).
From the Answer Editor, scroll down and select Privacy, Usage and Review. Under the Owners field, click the “X” to remove an owner, then type in a user’s name to add them as an owner instead. Click Save.

Note: As an alternative, users can use the comments feature on a Q&A pair to @ mention the Admin and let them know who the correct owner should be for that content. The Admin can then reassign accordingly.

Reassigning Owners in Bulk for Standard Content Review Process

Want to reassign owners in bulk? Follow the steps below:

From the Team Work page in the Answer Library, select the checkboxes for the content to be reassigned. Click the Menu icon, then Bulk Update > Owners.
In the pop-up window, select the Assign Owners or Remove Owners radio button, select Q&A pairs, and change review dates as needed. Then, click Save.

Locked for Review Content Process

Sometimes content is locked for review (i.e. the icon will be displayed) because an on-demand review was scheduled, or the review date in the standard review process has expired.

In this situation, to reassign an owner on a Q&A pair, follow the steps below:

Note: If the owner is not an Admin they will need to @ mention the Admin or Content Manager on the Q&A pair, letting them know that the content should be reassigned to another owner.

First, a tag should be created for content management best practices purposes. Select your avatar in the bottom left corner, then click Organization Settings.
Under Content Library, select Tags. Then click Add New.
Name the tag something like “Reassign” and choose a color that will stand out from any existing tags. Click Save.
Next, go to Answers and select View all Content.
Select a Q&A pair locked for review (i.e. the icon will be displayed), then click Edit Review Content.
Click Edit on the pop-up window.
From the Answer Editor and under Metadata, add the Reassign tag in the Tags field. Click Save.
Click Complete Review.
Note: When an Admin selects Complete Review on locked Q&A pairs, a new review date will be set, and the Last Reviewed Date will be the date when the review was completed.
From the Tags filter on the left, select the Reassign tag. This will filter the Answer Library by that tag.
Select the Q&A pair to be reassigned, then click Edit.
From the Answer Editor, scroll down and select Privacy, Usage and Review. Under the Owners field, click the “X” to remove an owner, then type in a user’s name to add them as an owner instead. Click Save.

Reassigning Owners in Bulk for Locked for Review Content Process

Want to reassign owners of locked content in bulk? Follow the steps below:

From the Team Work page in the Answer Library, click the Menu icon, then Bulk Update > Tags.
In the pop-up window, select the Add Tags and Select Questions radio buttons, add the Reassign tag, and select the questions from the list. Then, click Save.
From the Tags filter on the left, select the Reassign tag. This will filter the Answer Library Review by that tag.
Select the Q&A pairs and then click Complete Review, then Yes to confirm.
Go back to the Answer Library (e.g. View all Content). From the Tags filter on the left, select the Reassign tag. This will filter the Answer Library by that tag.
Click the Menu icon, then Bulk Update > Owners.
In the pop-up window, select the Assign Owners or Remove Owners radio button, select the Filtered results radio button, and change review dates as needed. Then, click Save.