Best Practice - Using Knowledge Group for Review/Approval

[Sheri Weber]

Hello,

Our Service Desk knowledge base has 800+ articles currently, with 4-6 Knowledge Group members who manage the process.  The question has been asked is there a way to assign or tag articles that are actively being reviewed so that other group members don't duplicate the work? I don't see way in the tool currently to assign the work/approval or identify if it's being reviewed and the concern is that the group members will step on each other during this process.

Thanks!

Sheri

[SanjivMeher]

Do you use the approval functionality for approving the knowledge?

If not you can use that for the assignment of approval. May be create few approval groups with different members.

In the workflow mapped to the knowledge base you can add logic to randomize the approval group, so the approvals are distributed.

[ahefaz1]

@Sheri Weber ,

If you just want to track if an article is being reviewed or is being validated by someone you can always use tags.

Below documentation will help:

https://docs.servicenow.com/bundle/vancouver-platform-user-interface/page/use/common-ui-elements/con...

https://docs.servicenow.com/bundle/vancouver-platform-user-interface/page/use/common-ui-elements/con...

Please accept solution OR mark helpful.

Thanks,