KB Issue - multiple published versions

[Adityanshu Sing]

In our current workflow, if a user makes multiple changes to a KB in a row, it can result in multiple published versions because of how the approvals come through. For example, KBXXXXXX was modified by an user on 4/9 and submitted for approval. Then later the same morning he came back to make additional changes to the same KB and submitted that for approval. That generated two approval records in my queue. I approved the first one, which was actually for the most recent version, but then there was a 2nd approval for the older version. That accidentally got approved - so there are 2 published versions out there.
1. can we get the workflow to get rid of the first approval if a new approval is requested? So only the most recent is reviewed and approved?
2. How do we get rid of version 17 of this KB?
3. Without a programming change - is the way to avoid 2 published versions to approve the request to publish v 18, and REJECT the request to approve version 17? Or will that cause its own issues?

[Mark Manders · Accepted solution]

1. Yes, you can. On create of a new approval while an older exists, just set the old one to 'no longer required'. Just make sure it's not done via email, because then you run the risk that it still gets done. You will need to customize.

2. Retire it (could need a fix script)

3. That would work, but it will only help if you really check on what you are approving and 9/10 times that's not done. You will need to change it so either you can't create a new version on an article that is waiting for approval, or to get rid of old approvals when a newer version is created (see 1).