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A knowledgebase knowledge base (KB) article must go through an approval process before getting published. An analyst can author a KB article and submit for approval. During the approval process, the reviewers review and the approvers approve the KB article. After approval, the KB article is published and made available to the users who are authorized to view that article.
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Administrators configure the permissions to add or remove approvers or reviewers from an approval group that gets associated with the KB article. An approval group is associated with the KB article based on the matching criteria.
Approve
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Knowledge Base Article
As an approver, approve the KB article to make it available for the users to read. You can approve or reject the KB article after analyzing the article.
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Some KB articles have multiple approvers, but the approval of only one approver is sufficient to approve. When the KB article is approved, the approval request moves out of the Outstanding Items list. For more information, see Create and Manage Knowledgebase Article Approval Groups.
Review an Article
As a reviewer, you can provide feedback and suggestions to improve the quality of the KB article. If you are designated as a reviewer for an article, you can view the request in your Outstanding Items.
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- Click WORKSPACES, SERVICE DESK, Outstanding Items.
The pending KB article review requests are listed in the Article Reviews section. - To view the details of KB article, click the article ID.
Note: An article is visible only to the users who have the permission to view the article. - To view comments from the other approvers and reviewers, click Decisions.
- Click the
icon to expand the article and to add comments. - Enter your review feedback in the Comments field and click Submit.
- To request more information, specify your requirements in the Comments field and click Need More Info.
Note: When you request for more information, your comment is added to the comments log. The request stays in your Outstanding Items list until the KB article is approved.
Specify Knowledgebase Article Expiration Dates
The administrator can set the KB article expiration dates. The KB article expires when it reaches the specified expiration date. By default, the KB article expires in 180 days. The expired article can be resubmitted for approval by the authorized stakeholders.
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To create a job trigger, see Create and Manage Job Triggers.