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.

[10382]

Hello, I saw your post on the community.

I too am very new to Service Now, and I'm also looking for the Knowledge workflows. What did you find out? I didn't see a response posted?

Thank you!

[sharmavikrant]

Hi Guys, Is this conversation regarding the inbuild KM workflow? As I tried to associate a workflow with the Knowledge table but it is not giving me the option to generate task activity.

[zhen_li]

I wonder if the article need translate to multi-language, that how to deal translation approval process

[Beth_Carlson]

I just stared working for a new company 5 weeks ago and the company started using ServiceNow 5 weeks ago (June 2013). We implemented it with the "Standard Knowledge Workflow" not the "Submission Knowledge Workflow". But now we would like to use the Submission Workflow. The "Use Submission Workflow" was set to Yes in our development environment, not production, to test it first. However, I can't get it to work! When an Incident is closed and the Knowledge checkbox is checked it doesn't create a knowledge submission, nor a knowledge article. It doesn't seem to do anything. Can anyone assist?
Thank you.
Beth Carlson
Owens-Illinois

[David Dunleavy]

I've created a new workflow based on the out of box Knowledge-PublishKnowledge workflow.    Mine is called vrsnPblishKnowledge.   I published it.   However when I am on a KnowledgeBase and I want to select my new workflow as the Publish Workflow it doesnt show up in the drop down.

 The dropdown uses a refqual : javascript:'sys_idIN'+(new KBWorkflow().getWorkflowIds().join());.   No problem -- Lets look at that and see if I can fudge it and put the sys_id of my new wf.   

 This is the function:

 /**
* Gets a list of workflows that can be applied to the kb_knowledge table.
*
* @return Array of wf_workflow ids
*/
getWorkflowIds: function() {
var arrWorkflowIds = [];

var gr = new GlideRecord("wf_workflow_version");
gr.addActiveQuery();
gr.addQuery("published", "true");
gr.addQuery("table", "kb_knowledge");
gr.query();

while (gr.next())
arrWorkflowIds.push(gr.workflow.sys_id+"");

return arrWorkflowIds;
},

type: 'KBWorkflow'

 Should be no problem.  My new WF meets all that criteria yet it still doesnt show up.    What gives?  I guess I could put my wf in as the first element of the array but that's kludgy and I'd need to do that if I made another new one.  

 Thanks

 David

EDIT:  It wasnt active thus not showing up -- DOH