Create and Manage Knowledge Base Article Approval Groups

A Knowledgebase (KB) article is a record that contains information about setting up and configuring an IT service. A KB article can also have instructions for troubleshooting frequently occurring or previously reported incidents. You can create, store, approve, control access, and distribute the KB articles to end users and IT support providers.

An administrator can create approver and reviewer groups, with matching conditions according to the KB article category.  Only active users and groups are added as approvers and reviewers. At least one approver is required to approve an article.

For more information to submit an article for approval, see Create and Manage Knowledge Base Articles.

Follow these steps:

1. Create Approval Groups: To create Approval Groups, navigate to MANAGE> ADMINISTRATION> Tools> Approval Groups
2. Click Create New.
3. Fill in the details and click Apply Changes.
4. Create Matching Criteria: The application selects the approval group that is based on the matching criteria. Construct the matching condition by providing values in the fields. If matching criteria is not configured, the approver or reviewer group is applied to all articles submitted for approval.
5. Add Approvers: To add the approvers, use the Approvers tab. Select individual active users and groups that are listed in the lookup.
6. Add Reviewers: To add the reviewers, use the Reviewers tab. Select individual active users and groups that are listed in the lookup.
7. Click Apply Changes.