Knowledge base workflows

[tulasi8]

Hi Community,

I am new to knowledge base created through incident. Can anyone please explain me the clear steps of each and every workflow used for knowledge base. And the process of each workflow . There are 4 workflows. So, how can it decide to run this particular workflow once the knowledge base is created .

1.  Knowledge - Instant Publish

2.Knowledge - Instant Retire

3. Knowledge - Approval publish

4.Knowledge - Retire Knowledge

Regards,

Tulasi.

[Chaitanya ILCR]

Hi @tulasi8 ,

. Knowledge - Instant Publish

• Used when: No approval is needed.
• Process: Article is created → System checks permissions → Directly published.

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2. Knowledge - Instant Retire

• Used when: Article is retired without needing approval.
• Process: Article marked for retirement → System retires it immediately.

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3. Knowledge - Approval Publish

• Used when: Approval is required before publishing.
• Process: Article created → Sent for approval → If approved, published; else, rejected or sent back.

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4. Knowledge - Retire Knowledge

• Used when: Retirement needs approval.
• Process: Article marked for retirement → Sent for approval → If approved, retired; else, stays published.

APPROVAL USUALLY CONTAINS OWNER OF THE KNOWLEDGE BASE AND OWNERSHIP GROUP

Please mark my answer as helpful/correct if it resolves your query.

Regards,
Chaitanya

[tulasi8]

@Chaitanya ILCR which permissions it will check ?

[Chaitanya ILCR]

@tulasi8 ,

My Bad doesn't check any permissions just publishes if the users have active creation access to the selected Knowledge base

you can check workflows

go to workflow editor and filter by table name and open and check the workflow (OOB ones are very simple workflows)

Please mark my answer as helpful/correct if it resolves your query.

Regards,
Chaitanya

[Mexiprince]

@tulasi8 , as share by @Chaitanya ILCR  the Knowledge Articles are contained in Knowledge base and approval and retire workflows are configured there.

The Instant Publish and Retire - doesnt need an approval from the Knowledge Owner or Managers to process the request, but the Approval Publish and Retire, requires the Approval from the Knowledge Owner or Managers to proceed.

The Knowledge Articles are created with an association to the Knowledge Base. And at the Knowledge Base the Workflow field exist  to select a Publish and Retire.  When the Knowledge Base is been created these defaults to Instant Publish and Retire workflows but based on your customer requirement these can be updated to the Approval Publish and Retire as well.