Creating a workflow for Knowledge Base Article submission

[voonsiong_lum]

Hi,

I am currently trying to create a workflow that manages the submission of new KB articles. When a new KB article is submitted, the submitter's manager should be notified and will need to approve the submission. When the submission is approved, the workflow will generate a set of tasks as listed below

1. review article
2. edit article
3. publish article

The review task will generally tell the submitter whether the article is good for publishing. If corrections are required, the edit article task will be generated and assigned to the submitter. Once the submitter makes the change, the edit task is completed and is supposed to flow back to the review task. Only when the review task is successful will the publish task be made available.

I am having problems with each of the described step.

Firstly, I am unable to assign the created_by.manager to the approval-user activity after an article is submitted. I tried using the script, but to no avail.

Secondly, when I add myself as an approver, the approval gets generated, but without a value in the "approval for" column. I can approve the "empty approval", but it does not impact the workflow and the submitted article never progresses to the next stage - review.

If there are no approvers, the submitted workflow will skip the draft stage and move straight to review. However, I am not able to find any tasks related to review being generated. Do I need to create a new module to cater for this?

If anyone has any experience with workflows on SNC at all, your insight will be much appreciated.

Thank You.

[Alex125]

Did you get all this working? We like todo the same thing..

[voonsiong_lum]

No. We initially wanted to tie an approval to created articles, but that is not possible. Service-Now has advised us to use submissions instead. We did a version where users will create a submission and the kicked-off workflow will request an approval for the submission. Once approved, we show the "create" article UI Action and allow users to go nuts with article creation.

[William16]

I created an approval and workflow process for the article creation step, as well as triggered events such as email notifications, kb groups, kb admin roles, etc. I've attached a pdf of how our new kb process works. let me know if you have questions. I've altered the KB Submission as well as the KB Article process.

[bhenson]

Hi William - thanks for the great article. However, in our system I can't find any workflows for knowledge - either submission or article.

I are REALLY new to Service Now Administration (1 month today) - any advice you can offer?

Thanks!

Belinda