The Knowledge Approval Workflow

The following topic describes the default approval workflow for knowledge articles. Your administrator may have modified the default workflow.

About Knowledge Approval States

See Default Knowledge State Transitions for information about the states of a knowledge article.

When the status of a knowledge article is updated to in review, a task is created in the logged status and the knowledge approval process starts. The system sends a notification that the knowledge article is ready for review to the appropriate group for the collection.

• If the task is rejected, the status of the entire knowledge article is updated to rejected and the system sends a notification that the article is rejected to the article owner.
• If the task is marked completed, the knowledge article is updated to pending approval, and the system sends a notification to the appropriate approval board.

After the knowledge article has been approved (see Approving a Knowledge Article), the system sends a notification to the knowledge article owner and the status is updated to reviewed. By default, 51% of approvers must approve the article. In all cases, a Knowledge Manager can cast the decisive vote and approve a knowledge article.

The Knowledge Manager updates the status to published when the article is ready to be published. See Viewing Knowledge Article Approvals.

About Knowledge Article Collections

Each knowledge article is grouped under a collection, during the article creation. Depending on the collection in which the knowledge article is grouped under, the task is assigned to a defined corresponding group for approval. For example:

When a new knowledge collection is created, articles grouped in the collection are sent to a contact group called Default Knowledge.