When approving knowledge from ESC, I want to be able to check the detailed information of the knowledge article to be approved.

[Kaito Mori]

I would like to check the text and title of the knowledge article when approving the knowledge from the My Item widget of ESC. Please tell me how to set this up.

[Susan Britt · Accepted solution]

Hi Kaito,

The OOB Todos approval widget does not contain a link back to the actual knowledge article (KA) for the approver to see it or the details of the article.  The easiest fix is to add a link to the KA in the approval record.  What I normally do is:

1. Clone the "Todos Approval" widget and update the HTML and Server Script sections
2. Create new To-dos Configuration record for KA approvals, associate the correct widget to it
3. Either deactivate the OOB approvals To-dos Configuration and create a new one for non-KA approvals, or update the OOB one.

I'm attaching a Word document with some steps and images of options.  Hopefully this helps you.

[Susan Britt · Accepted solution]

Hi Kaito,

The OOB Todos approval widget does not contain a link back to the actual knowledge article (KA) for the approver to see it or the details of the article.  The easiest fix is to add a link to the KA in the approval record.  What I normally do is:

1. Clone the "Todos Approval" widget and update the HTML and Server Script sections
2. Create new To-dos Configuration record for KA approvals, associate the correct widget to it
3. Either deactivate the OOB approvals To-dos Configuration and create a new one for non-KA approvals, or update the OOB one.

I'm attaching a Word document with some steps and images of options.  Hopefully this helps you.

[Thad_Now_ · Accepted solution]

Hi,

Please note that from Tokyo, the approvals are now configurable:

https://docs.servicenow.com/bundle/tokyo-employee-service-management/page/product/employee-center/co...

[Kishor O]

@Kaito Mori @Thad_Now_ @Susan Britt I have same requirement for change request, I modified todos approval widget but it is applying for knowledge request also , how can I make it only appliabe for change request approvals.