Knowledge Base Approval flow change

[Axis1]

Dear All:

We are planning to change our established Knowledge Base Publish and retire workflows with new one. But at any point of time there are many articles in 'Review' or Draft phase. We would like to check the impact of new workflow on the existing articles:

1. Will ServiceNow attach new workflow for those articles which are already in Review stage (using old workflow)?

2. Whether such articles will continue to use old workflow and new workflow will be attached to Newly created articles?

3. Any other impact, we should watch out?

Thank You!

[Mahendra RC]

Hello @ananddixit 

1. Will ServiceNow attach new workflow for those articles which are already in Review stage (using old workflow)?

--> Those articles which are in Review stage will use the Old workflow as the workflow is already attached on the KB articles. But you can use the script from Change workflow when KB changes BR on kb_knowledge table to cancel the old workflow and link the new Workflow.

2. Whether such articles will continue to use old workflow and new workflow will be attached to Newly created articles?

--> yes the new article will have new workflow attached. You need to attach the workflow on respective Knowlege Base. Once you attach the workflow on Knowledge base the KB articles will start using the new workflow.

3. Any other impact, we should watch out?

--> As I have never tried this not sure on this part what could be the impact. But I would suggest to monitor this change on Sub production instance for sometime before moving the change to Production.

If my answer helped you in any way then please do mark it as helpful. If it answered your question then please mark it correct and helpful. This will help others with similar issue to find the correct answer.

Thanks

[Mahendra RC]

Hello @ananddixit 

Just wanted to check with you, if the above response answered your question. If you feel it is answered, then please do close this thread/question by marking the appropriate response as correct.

Thanks

[Uncle Rob]

1 - Workflows will only start on records that meet the trigger conditions AFTER that workflow comes into existence.   You could create a separate workflow that triggers on a schedule to update all the old knowledge articles appropriately (assuming you can "begin" the flow part way through its life like that).