Hi George,
I would treat this as two separate questions before changing any workflow configuration:
1. Is the Knowledge record actually in the wrong workflow state?
2. Or is the UI displaying the workflow/stage label incorrectly after the upgrade?
The reason I would separate those is that another reply mentioned Australia Patch 2 and that the stored workflow state appears correct while the displayed stage shows “Not Yet Started”. If the stored value is correct, then changing Knowledge workflow/business logic may make the problem worse.
I would check these items first:
- On the affected article, verify the actual stored value of workflow_state on the Knowledge record.
- Compare Classic UI and Workspace behavior for the same article.
- Test with a brand-new article and with an existing article/new version.
- Confirm which Knowledge workflow is attached to the Knowledge Base.
- Check whether the article has an active workflow/context running, not only the display label.
- Try cache/browser cleanup, but do not stop there if multiple users/browsers reproduce it.
If the database value is Draft but the UI says Pending / Not Yet Started, that points more toward a display/UI/regression issue after upgrade. In that case, I would open a ServiceNow Support case and provide:
- exact family/patch version,
- affected Knowledge Base,
- screenshot from Classic UI and Workspace,
- actual workflow_state value,
- whether it happens only on new articles or also existing/new versions,
- whether the workflow context is active/completed.
If the database value itself is being set incorrectly, then I would review custom Business Rules, UI Actions, flows/workflows, and Knowledge Base workflow configuration.
So I would not recommend changing scripts until you prove whether this is data-state wrong or display-state wrong. That distinction is the important part here.
