SLA's for Knowledge Articles

[Jay2284]

we are trying to configure SLA's for Knowledge Articles wherein if the KA is not approved with certain time frame, it should move back to Draft, we understand kb_knowledge is not extending the task table and we don't have entitlement for com.snc.sla.sla_analytics plugin, the other option of extending the task table to create a custom table that can link to knowledge will incur additional custom table usage, what is the best approach to implement this?

[Dr Atul G- LNG]

Hi @Jay2284 

I don’t think adding SLA in the KB is a good option, and here’s why:

• A KA needs to read and fully approve the content.

• Sometimes, the approver doesn’t get notified or is off track, causing the approval time to pass, which moves it back to a new state. Also, if there are 2-3 levels of approval, do you want all approvals to get canceled?

It’s better to first gather data on how much time a KA takes to approve, and then implement some logic in the flow itself, rather than going through the SLA approach.

[Jay2284]

Hello Atul,

Thanks for the response, there is only 1 level approval that is based on the CI selected on the Article, the challenge is there are articles which are in review state for a long time and some times if the group member of the group is on leave or left the organization the article will be stuck in the Review state for a long time, also we intend to display in dashboard with some interactive filter to show the business elapsed percent, so that the Knowledge approvers are seeing them regularly to approve, we also intend to update the notification with message regarding the time frame of the approval. is there any alternate approach here?

[Jay2284]

hi Atul,

Thanks for the response, there is only 1 Approval level based on the CI of the Article, we intend to create notification to make the KA aware of the approval, the challenge is lot of articles get stuck in Review state and if the KA is on leave or leaves the organization the KA gets stuck in review state, to gauge the mindset of how many days KA's take to approve is realistically not possible as each KA are different, hence we thought of introducing the approval logic, what seems a suitable solution for this?

[Dr Atul G- LNG · Accepted solution]

Hi @Jay2284 

Thanks for the clarification. I’m thinking about this again. Let’s say we get the SLA and now the KA is back in a new state. If you click on "Review" again, the flow will go to the same user, and a new SLA will be attached. This means that, as the new SLA, user might think that he/she still have time by ignoring the fact that they didn’t approve it earlier.

I think instead of  the SLA , create a report on approvals, showing when the approval trigger occurred and when it was actually approved. We could also create a dashboard for this and highlight the gaps, which could then be presented to management.