Knowledge Article Template approval flow issue

[sumit_p]

I created a custom Knowledge Article Template. When I select a Knowledge Base and choose this custom template, the article is created successfully. However, when I click Publish, the approval workflow is not triggered.

The same Knowledge Base is configured with a custom approval flow, and the approval process works correctly for OOTB article templates.

The issue occurs only with the custom article template.

Has anyone faced a similar issue? Are there any additional configurations required for custom Knowledge Article Templates to trigger the publish approval flow?

[Kieran Anson]

Hi,

I'm not aware of any additional requirements. Are you using the Legacy workflow? or a Flow Designer flow? Is it one of the OOTB capabilities are a custom one?

[sumit_p]

Hello,

Using custom flow designer flow for approval and template is also custom

[Tanushree Maiti]

Hi @sumit_p 

1. Open the custom publish workflow in the ServiceNow Workflow Editor and review the Condition/If activities. Verify that the workflow is not restricted to Table = kb_knowledge and that it also supports the target table used by your custom template.

2. Ensure that fields evaluated in your custom script exist and map properly on your new template's form . Refer: https://www.servicenow.com/community/developer-forum/knowledge-base-approvals-are-not-being-triggere...

3. Confirm the base table your custom template extends. If your template extends a custom extension table , the Knowledge Base's default or custom workflows may be unable to map the record and route it for approval.

Change your flow to 'Run on current and extended tables'.

Refer: Knowledge articles created using template cannot trigger custom flows from kb_knowledge table