How to enable comments on KB articles that are in all workflow states not just published?

[Lola B]

Hello,

We added two custom workflow states for our Knowledge KCS implementation. The custom workflow states are "Work in Progress" and "Draft"; however, when end-users view KB's in these states they cannot add comments to the KB. Only KB's in state of "Approver/Published" can make comments.

Is there a way to enable to expand KB comments for all workflow states?

[Rama Chandra D]

Hi Iola,

Check if the read-only property to comments field is set by which script ( UI policy or a BR or a client script). Once you identify it, you can include other states as well in the logic.

Darshak

[Srinivas Balusu]

Hi Lola,

After doing some searching on system UI Pages and UI Macros   related to knowledge (like kb_view,kb_feedback....) I found the below.

The comments is an iframe with source as $knowledge_feedback.do page which I believe has the condition on state too (as per your req). This would be a system application file with no access to it.

But a property is used to control the users who has access to it. But it is only for a published article, Which may not be a big help for you.

So, I don't think it is possible.

[Lola B · Accepted solution]

Hi Srini,

I heard from ServiceNow support that the UI script, KBViewArticle, would need to be modified to include the custom workflow status we created "Work in Progress". There are a few lines of code to modify to include it because out of the box it's designed to only allow Published articles to have comments.

I adjusted the coding to allow where (this.isPublished()) to be changed to (this.isWIP())

if (this.isWIP()) {

    $j('#articleFooterSection').removeAttr('style'); // unhide

  }

This allows for my custom state to have comments display on the View Article page.

Thanks,

Lola

[Srinivas Balusu]

Awesome ! Good to know. Thanks for posting the solution too.