kB article multi level approval using flow designer

[Manu143]

Hi Team, 

  How to achieve below req for KB article in ServiceNow using flow designer, as I am new to flow designer.

case 1:

Document Type=A & Prepared by B user

then flow should go to 

Approval 1:  C user

Approval 2:  D group

If both will approve then publish the article

& Case 2:

If Document Type =B & Prepared by C user (from first case)

Then flow should go to

Approval 1: E group

Approval 2: F group

if both approve the publish the KB article

Guidance will be helpful here.

Thanks,

Manu

[Pavan Srivastav]

Hello Manu,

Before you begin building, please confirm the exact field names by navigating to System Definition → Tables → kb_knowledge → Columns. Specifically, identify your Document Type field (whether custom or out-of-the-box) and the Prepared by / Author field (typically named 'author' or 'u_prepared_by'). These API field names are essential for referencing within Flow Designer.

Pre-Requisites:

- Access Flow Designer via the All menu and search for Flow Designer.

- Create a new Flow, ideally named "KB Article Approval Flow".

- Set the flow to run as System (recommended).

- Configure the trigger: Record-Based → Created or Updated → Table: Knowledge (kb_knowledge).

Flow Structure Overview:

The flow is initiated whenever a KB Article is created or updated. Based on specific conditions, it determines the approval path:

- If the Document Type is A and Prepared By is B:

- Request approval from User C.

- If approved, seek further approval from Group D.

- Upon Group D's approval, publish the article.

- If the Document Type is B and Prepared By is C:

- Request approval from Group E.

- If approved, request additional approval from Group F.

- Upon Group F's approval, publish the article.

Step-by-Step Build:

1. Add the Trigger:

- Set the trigger to 'Record Created or Updated' for the kb_knowledge table.

- Optionally, filter to run only when the Workflow state changes for efficiency.

2. Add an IF Condition (Case 1):

- Add a Flow Logic IF step.

- Condition: Document Type is A AND Prepared by is B.

3. Within Case 1:

- Add the "Ask for Approval" action.

- Set the record to the KB Article.

- Specify the approval field.

- Approver: User C.

- Approval Rule: Anyone Approves.

4. Handle Case 1 Approval Result:

- After approval by User C, add another IF step.

- Condition: Approval Status is Approved.

- Then add another "Ask for Approval" action for Group D.

5. Handle Group D Approval Result:

- After Group D's approval, add a final IF step.

- Condition: Approval Status is Approved.

- Add the "Update Record" action to set Workflow State to Published.

6. Add ELSE IF for Case 2:

- At the top-level IF, add an Else If condition.

- Condition: Document Type is B AND Prepared by is C.

- Repeat the approval flow: Group E → Group F → Publish.

7. Handle Rejections:

- For every approval step, create an Else branch for the rejected outcome.

- Add the "Update Record" action to set Workflow State to Draft or Review.

- Optionally, add a "Send Notification" action to inform the article author of the rejection.

Let me know if you need further clarification or guidance on any of the steps.