Knowledge Approval Reminders

[Maura]

This is more of a process question with some tool elements than a technical question regarding knowledge approvals and I’m hoping that the community can share what’s worked/not worked for their organization.

We currently have knowledge approvals sent to the Ownership group manager and if they overlook or ignore it, then I follow up manually. Has anyone set up a reminder system that they’ve found has worked well? 

We’re exploring sending reports with outstanding approvals to departments, sending escalation emails, or resetting to draft if the approval goes stale. 

I know there's a lot of push back on using approvals, but we're not yet in a place to go to instant publish.

[jaimehonaker]

@Raghu Bellamkonda I am sure you were going to cover this when we do a session on KFT in April - and it would a great discussion piece. Can you let Maura know what we do? 🙂 

[Raghu Bellamkon]

Hey Maura, our process is pretty much similar to what you are doing. Auto reminders were part of the plan however, we withdrawn this idea not to overwhelm the authors with any additional reminders.

We decided to have a Owner and 2-3 Group members (depending on team size) for each Ownership group. These members actively monitors the KFTs received for their OG, and triage KFTs to authors only when the given feedback is sufficient enough to action. KFTs with no/limited feedback will be owned by the Owner/ Group members of the Ownership group until sufficient feedback received for action.

We have provided dashboards for all Owners and Group members so, they could easily track the status and life of the KFTs falling into their ownership group. With this process, most of the KFTs are getting actioned within SLA. If KFTs for any ownership group are getting unnoticed, I reach out to the Owners of the Ownership group to get the queue cleared.

[shloke04 · Accepted solution]

Hi @Maura 

I have faced similar issue on multiple occasion whether it is a Knowledge Approval or a Service request one.

Below are couple of approaches which you can look at and it worked for us as well:

1) 3 Strike Policy Approach: This means when an Approval is generated and it goes to n number of people and say if they have not approved it within 2 days of generation then we follow the below approach:

a) Send them a First reminder on 3rd day after creation

b) Second Reminder after 5th day of Approval creation

c) Final reminder after 7th day of Approval record creation.

If still after 7 days the Approver did not take any action then we consider it as Approved by default and System approves the Knowledge article.

This worked quite well for us, with Approvers getting multiple reminder for taking action.

Please refer to below thread if in case you are planning to implement this approach:

https://community.servicenow.com/community?id=community_question&sys_id=d93c5bcadb7180906064eeb5ca961971

http://www.cloudminus89.com/2020/07/implement-3-strike-rule-on-incident.html

https://community.servicenow.com/community?id=community_article&sys_id=d810666adbf4d8d05ed4a851ca961911

http://www.cloudminus89.com/2020/06/3-strike-rule-on-ritm.html

Second Approach: 

1) Button on Knowledge article form which was visible only to Knowledge Manager group having Knowledge Manager role and by click on this button, all the existing approval were cancelled and they can select a new Approver whom they think would be ideal and can Approve the article

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke

[shloke04]

Hi @Maura 

Please let me know if you have a query . If my answer has resolved your query then please mark my answer as correct and close this thread for others.

Regards,

Shloke