What is the sequencing of publishing a Knowledge Article?

ram2497
Tera Contributor
  • What is the sequencing of publishing a Knowledge Article?
2 REPLIES 2

Shashi Bhushan
Kilo Guru

Hi

Please find the OOB sequence below for publishing a knowledge Article:

Draft -> Review -> Published -> Pending retirement -> Retired

Please mark the answer correct or helpful if solves your problem and can be referenced for future.

Thanks

Mark Stanger
Giga Sage

This depends on the workflow associated with the knowledge base.  Each 'Knowledge Base' record (which you can find by navigating to 'Knowledge -> Administration -> Knowledge Bases' in your left nav) can be associated with different workflows for publishing and retiring a knowledge article.  You can see these fields/values by opening a 'Knowledge Base' record and looking at the 'Publish Workflow' and 'Retire Workflow' fields.  

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The out-of-box workflows are described here...

https://docs.servicenow.com/bundle/jakarta-servicenow-platform/page/product/knowledge-management/ref...

The default approval workflow for the 'IT' knowledge base above is 'Knowledge - Approval Publish' and asks all users listed in the 'Owner' and 'Managers' fields of the Knowledge Base to approve for any article within that Knowledge Base before publishing the article.