Anyone have a process requiring a Knowledge Article to pass an AQI or Quality Check before it can be pushed into approval workflow?

[Lori1]

We currently have the Knowledge Article creation process as follows:

1. Knowledge writer creates article. Clicks Publish when done.

2. Article routed thru approval layers. Ultimately approved and published or rejected and returned to author.

We want to incorporate the AQI into the process above, but not after the article has been published but rather as a step for the author to test their completed articles quality before they submit it to approval flow. Has anyone done this, or put a process in place similar to an AQI test during the article creation?

Looking for some ideas on how to promote quality of articles without approvers having to reject articles multiple times due to various reasons.

[Susan Britt · Accepted solution]

Hey Lori,

AQI can be performed before the article in published.  There is a global knowledge property that identifies which articles states (workflow) that AQI can be run for (e.g., "Review" when still pending approvals).  Since you have the multiple approval layers, you have workflow processing those, part of the workflow could be a task to perform AQI before the approvals start.

[Rholmes007]

Thanks @Susan Britt ! I am looking for a document that outlines how AQI fits into Governance, automatically. For example, the articles are published, then during a change for example, the article will get updated and i assume, AQI is prompted to be reviewed by "Knowledge Reviewer". 

Do you know where the documentation for this type of setup is? I'm working on deleting the Default AQI in Dev, and have  created a new one. I would like to switch to the new one to prompt for review and if it isn't completed, alert the "Knowledge Owner" 

[Susan Britt]

Hi @Rholmes007!  It isn't documented from ServiceNow on how to automate it as part of your governance (i.e., process flow).  Each KB has it's assigned publish and retire workflows. If you are still using those, you can clone them to edit the process to include the AQI step where it's needed. You could automate the creation of the AQI checklist by mimicking the UI Action that is on the articles, as part of your workflow and not proceeding to the next step in the approval process until the AQI is completed and passes.

[RHolmes123]

Thanks for the reply @Susan Britt 

I'm looking for SN documentation on how to configure service now itself. Do you know where I can find that?