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05-04-2015 03:11 PM
Has anyone tried this? We are looking at a repeatable, rapid publishing process and want the owner to be the Assignment Group - rather than one individual. This will enable anyone in that assignment group to approve and then we will have the artlce auto publish. Is this technically do-able? Please advise. Thank you.
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05-15-2015 12:43 PM
We'll look into what we can bake into the core product around a stronger group ownership model.
What we've been kicking around is more of a "Target Operating Model" across ITSM associated to the Business Service. Each Business Service would have groups and owners associated to it for Incident, Problem, Change, Knowledge, etc. -- this way we could start to build data driven flows based off any number Service and Process combinations.
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05-05-2015 06:13 AM
We're doing that (but it required a customization). It behaves just as you describe; when the SUB is closed, the draft KB appears in the My Group's Work queue for the assignment group designated in the Owner field. Someone in that group assigns the draft to themselves and either improves and sends it to the next workflow stage or Retires the draft if they feel it doesn't add enough value to justify further effort.
Note: you may wish to consider also implementing some way to alert the Owner group's manager if the KAs sit there too long.
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05-11-2015 11:42 AM
Right. Exception handling lists and automation are critical to running a lean KB.
I've been wanting to experiment with the data certification functionality as a way to present people with stuff that still needs doing. So data cert presents a list of non-approved KBA's untouched in the past 30 days. If the certifier doesn't check the KB results in the results tab, the draft KB's auto-retire.
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05-28-2015 05:51 PM
Can I ask the volume of your articles? And how many do you anticipate will auto-retire?
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05-28-2015 05:49 PM
Thank you Stephanie. We have a very specialized case where we're going to create (customize) a rapid publishing workflow - from service catalog request/form/create article in draft and then a group as owner who can review and publish. We do have notifications along the way...and a custom page for all related knowledge efforts - a one stop place/reminder for our knowledge providers of what is outstanding.
