Setting up the Knowledge Advisory Boards
About the Knowledge Advisory Boards
By default, there are six Knowledge Advisory BoardsBy default, there are six Knowledge Advisory Boards: five for the default knowledge collections plus a default board for new knowledge collections.: five for the default knowledge collections plus a default board for new knowledge collections. See The Knowledge Approval Workflow for more information about the collections.
The Knowledge Advisory Boards are:
- Service Desk
- IT Knowledge
- Internal Knowledge
- Customer Knowledge
- Company Policy and Procedure
- Default Knowledge
Each Knowledge Advisory Board is a contact group that has individual members and is associated to a specific knowledge collection. When a knowledge article is in the pending approval state, an approval form is instantiated and notifications for approval are sent to each member of the Knowledge Advisory Board for that collection.
If you add a new collection, articles belonging to the new collection are sent to the default knowledge board for approval process. You can work with your administrator to update the workflow so that the new collection works with one of the predefined groups, or you can modify one of the predefined groups to work with the new collection.
For each Knowledge Advisory Board, you need to add members that will receive notification to approve or reject articles.
Viewing or Modifying the Members of a Knowledge Advisory Board
| 1. | Log into the Service Desk Console as a Knowledge ManagerEnsures knowledge is stored and shared among the various IT processes and gathers and analyzes information and knowledge. The goal of the Knowledge Manager is to improve efficiency by reducing the need to rediscover knowledge., then open the Knowledge Advisory Board workspace. A list of contact groups appears. |
| 2. | Double-click the record that you want to view or modify. |
| 3. | Update any of the fields as needed. |
| 4. | Add or remove the contact group members. |
| 5. | Click Save. |
Setting Up an Ad-Hoc Approver for a Knowledge Article
You can set up an ad-hoc approver to approve a knowledge article. The ad-hoc approver that you set up is only an approver for that particular approval instance of that particular knowledge article and is not linked to the approval contact record. You can only create an ad-hoc approver after the approval record for the knowledge article has been created (that is, the article is in review status).
| 1. | Log in as a Knowledge Manager. |
| 1. | Click Approval from the navigator bar. |
| 2. | Select the approval record for the article to which you want to add an ad-hoc approver. The parent object ID references the knowledge ID. |
| 3. | From the approval record, click Add Approver on the right of the toolbar. |
| 4. | From the Add Approver window, do one of the following: |
- For Select Approver Team, select the team to which the approver belongs.
- For Select Approver, select an individual from the team.
| 5. | Click OK. |
The approver you selected is added to the approval record.
| 6. | Click Save. |
The approver is notified of the pending approval. See Approving a Knowledge Article.