Collaboration on article creation with Ownership groups enabled

[Peter102]

Hi All,

We have had Ownership group enabled for awhile now and one of the issues that I am getting often is how do teams collaborate on a knowledge article? It has been raised a few time now. Our ownership groups are tied to our assignment groups. Often the scenario that comes up will be something like:

• Help desk owns the article but they need a developer to add/review x information and security to add/review y information.
• They need to retain overall ownership of the KBA and approve the publishing.

Other scenarios might be having Knowledge specialists/coaches who need to fix up issues with a KBA but can't because they don't own the KBA. It would be ideal if people could contribute/update a KBA and then send it off to the ownership team for approval.

How are others working with this limitation?

Peter

[MichelleMSmith]

Thanks for posting. Following out of interest 😁

[Peter102]

Bumping to see if anyone has any ideas. Still a big issue for us.

[PAWANK]

Similar situation with us. The SD experiences addressing an issue, however, a times have to escalate and get it resolved if it is a new issue; not captured in our knowledge base. The owning group of the article primarily of the SD of a country. However, we have allowed them to add the business application owner or its SME as an article "approver". So, typically SD selects the app owner/SME and submits the draft to them for review, audience validation, technical validation and approve-publish. While they do, they can share "work notes". Similarly, the app owner/SME can also add work notes and can send the article back to SD group for any corrections or provide coaching if required. Now, that's SN workflow customization. But implementing it in the operations of course is easier said than done for the for the following reasons: 1. often the "author" is considered or the "owning group" by its name presumed to be "owners" and only contributors to the article, as opposed to processing that a knowledge article must be a collaboration work, result of collective problem solving and knowledge sharing experience 2. Concerns regarding delaying the - Time to publish. Involving the SMEs to review and publish could be a bit challenging for Time-to-publish. This all requires a bit of "change-management". I hope it might help. Cheers.  

[andreababch]

This is the same sort of setup we have. It allows there to be anyone in IT contributing to the knowledge creation and have technical review and edits as necessary by the owner, then it goes back to the Knowledge Manager at SD for final sign off. We also have a small delay sometimes with the one SME reviewing prior to publish and have to nudge them sometimes, but we are not ready to move to Ownership groups and open it up to entire teams to be notified to review either because it still seems to sit because then no one takes ownership.