How to view the Approver(s) list for KB Articles

Rory6 · ‎12-24-2020

What command or module will display the authorized KB article approvers?

Allen Andreas · ‎12-28-2020

Hello,

I've already covered this above.

Catalog items have varying workflows and different approvers because it's not a "one size fits all" type setup. You can define who approves it, individually. The workflows are built out manually based off the requirements.

For Knowledge articles...there's only a few workflows out of box. The default one, which is what most use, have set approvers on them...those approvers are either the owners of the knowledge base and/or the manager. Those are defined on the knowledge base main page, which I've linked to and shown above. You are more than welcome to create your own workflow, but since most are using the default workflow, that's what I've covered above already.

As stated above, you can go to Knowledge > Administration > Knowledge Bases to see the owners/managers and that will tell you who the approvals go to.

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Rory6 · ‎12-28-2020

Ah..., Thanks Allen. I'm a little thick. There is a lot I'm familiar with in NOW but as they say, the Devil is in the detail. Thank you for spelling it out for me.

When I brought up Knowledge bases modules, it just didn't make sense. Now with you reply it all fits together.

Happy New

sachin_namjoshi · ‎12-24-2020

You can find KB article approvals if you are using OOB workflow which will be members of ownership group at knowledge article level.

This is implemented in OOB script include

KBOwnershipGroupSNC

https://<<<YOUR_INSTANCE_NAME>>>.service-now.com/sys_script_include.do?sys_id=e082bbe267231300dbfdbb2d07415a1d

Regards,

Sachin

Rory6 · ‎12-28-2020

I dont understand. AS with Service Requests, one can set-up predefined approvers.

Where in the knowledge application, where can I view all KB authorized approvers?

sachin_namjoshi · ‎12-28-2020

I hope you know that knowledge article is tied to knowledge base.

Open knowledge base record and then see publish workflow.

Navigate to Knowledge > Administration > Knowledge Bases.
Click the name of the knowledge base whose workflow you want to assign.
Assign the value of the Publish workflow field.
Assign the value of the Retire workflow field.
Click Update.

For the workflows that require approval, you configure which users can approve or reject by editing the getApprovers( ) function in the KBWorkflow script include.

Regards,

Sachin