Approvals are getting skipped

[PhanitaM]

Hi Team, I have a requirement, where for 'Known error article'  are moved to published state only after approval. And approvals need to be triggered to Problem task assignment group, currently approvals are triggering but without any approval article is published. Approvals are skipped. Can someone help me , how to fix it.

approvals are triggered but without approval flow moved to publish

Thanks,

Phanita

[James Chun]

Hi @PhanitaM,

Can you share the workflow that publishes the article?

But from what I can see, it looks like you are triggering the approval against a Problem Task, not Knowledge Article.

Cheers

[PhanitaM]

Hi James thanks for the reply , as per the requirement Approvals need to trigger to the Problem task. I have attached the screenshot of both workflow and the Knowlege form which is linked with the problem.

[James Chun]

I don't understand why there is an approval against the Problem Task, not Knowledge Article. You are attaining an approval to publish a KA which makes it sense to create an approval against the KA.

You can still set  the approver to be the PT's assignment group.

Anyway, did you check the 'Publish workflow' defined in the Known Error Knowledge Base? It may be publishing instantly without any approval and you may have 2 workflows running on the KA.