knowledge articles are being automatically retired if the approver is not in system?

manmathpanda · ‎05-13-2022

Knowledge articles that were approved by ABCand DEF(in the Knowledge approvals tab) are being retired by the system. Notes indicate the message below:
"Rejection Reason: Ticket has been rejected by System as the approver is not active in the tool"
"Article is rejected by: system"

is this the process , could anyone help me , what will be the reason?

Any suggestion on Kb article being retired ,how to republish it.

As checked user is in system but when i am impersonating the author and trying to extend the valid to date then it is on disable mode? Any help will be appreciable.

As an admin too that is not editable?

Is there any other way to republish it , please help me on this.

Even i tried to extend the valid to date filed but it remains same , status field shows retired only.

Aman Kumar S · ‎05-13-2022

Hey,

It seems like ootb behaviour

Description

If both the sysid's mentioned in the property are inactive then the approvals are working as expected where the approval is not created for both inactive users

Steps to Reproduce

1.Create a property with type as a string and add sysid's of two users.
2.Create a workflow for the problem table where that workflow should run as 'run the workflow always'.
3.Add an approval user activity and check the advanced script.
4.Now configure the script to get the sysid's of the users from the property and push to the answer.
5.Now uncheck the active field in the sys_user record for one of the sysid's mentioned in the above property.
5.Create a new problem and check if the workflow is attached and approvals are triggered

Expected behaviour:
Approval should be created only to the active user

Actual behaviour:
Approvals are being created for both active and inactive users.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0866853

Best Regards
Aman Kumar

manmathpanda · ‎05-16-2022

Hi Aman,

Thanks for your reply, it seems this answer is for my another post.

Thanks for posting.

Aman Kumar S · ‎05-16-2022

Feel free to mark correct, If I answered your query.

Will be helpful for future visitors looking for similar questions 🙂