Approving articles from different views

Ramon Espinosa
Tera Contributor

‎11-08-2024 11:26 AM

I have noticed that when approving articles there are different options depending on where you are at in the article. When viewing from the "Approvers" tab and you double click the "State" field to approve, deny or whatever there's a list of selections that vary from when you click on it and go into the form view and you have less options. Is there a way to get what's in the list view into the form view? 

 

I have also noticed that when in the "Support" knowledge base when you choose "More Information" button it sends the article back to the author in a "Not Yet Requested" Approval state, but when in the "Information Technology" knowledge base, it doesn't send it back to the author it only changes the "State" on the approvers field but keeps the article in a "Draft" status and "Requested" approval state. Can you make both flows work the same?

 

Appreciate the help!

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Runjay Patel
Giga Sage

‎11-08-2024 10:41 PM

Hi @Ramon Espinosa ,

 

KB approval defined based on the flow you are attaching to knowledge base. If you want to same flow for both KB (Support and IT) then you need to attached same flow to both KB.

RunjayPatel_0-1731134111551.png

 

For approval option display, it is not based on form and list view. You and your team might have done some customization to display the choice. I can same value in all place.

RunjayPatel_1-1731134389099.png

 

RunjayPatel_2-1731134435254.png

 

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christopherb459
Kilo Contributor

‎12-02-2024 09:51 PM

@Ramon Espinosa Click Herewrote:

I have noticed that when approving articles there are different options depending on where you are at in the article. When viewing from the "Approvers" tab and you double click the "State" field to approve, deny or whatever there's a list of selections that vary from when you click on it and go into the form view and you have less options. Is there a way to get what's in the list view into the form view? 

 

I have also noticed that when in the "Support" knowledge base when you choose "More Information" button it sends the article back to the author in a "Not Yet Requested" Approval state, but when in the "Information Technology" knowledge base, it doesn't send it back to the author it only changes the "State" on the approvers field but keeps the article in a "Draft" status and "Requested" approval state. Can you make both flows work the same?

 

Appreciate the help!

The difference in approval options between the "Approvers" tab and the form view might be due to specific workflow configurations. Consult with system administrators to understand and potentially adjust these settings. Similarly, the varying behavior of the "More Information" button in different knowledge bases can be attributed to distinct workflow configurations. Review and adjust these configurations to achieve consistent behavior across knowledge bases.

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