Report to have a quick overview of my knowledge article pending approval

[MyleneKM]

Hello,

We have implemented publication workflow in our internal knowledge bases.

We have used the workflow with two levels of validation :

- first approval requested by knowledge owners group

- then final approval by experts (which are identified in our configuration as Managers of the knowledge base).

I would like to create a report to split pending approval into 2:

- which article is pending first approval vs which article is waiting for final approval.

Do you know how to proceed?

Thanks for your help

[vaishali231]

You can do this using reporting. You do not need to customize the workflow.

In ServiceNow Knowledge workflows, each approval step creates a record in the approval table. That is where you can clearly see whether an article is waiting for first approval or final approval.

Approvals are not reliably differentiated only by the article state, so reporting directly on the knowledge table will not give accurate results for multi level approvals.

Steps to identify articles pending first approval

Create a report on the approval table
Filter Approval for table equals kb knowledge
State equals Requested
Approver group equals Knowledge Owners group

This report will show all articles that are currently waiting for the first level approval.

Steps to identify articles pending final approval

Create another report on the approval table
Filter Approval for table equals kb knowledge

State equals Requested
Approver group equals Knowledge Base Managers or Experts group

If your final approvers are identified by role instead of group, you can filter using Approver has role knowledge manager.

*************************************************************************************************************
If this response helps, please mark it as Accept as Solution and Helpful.
Doing so helps others in the community and encourages me to keep contributing.

Regards
Vaishali Singh