Knowledge Article Template articles do not launch a workflow context.

[Sam190]

Hi all,

I activated Article Templates in order to use at the same time with an Interceptor for when a user has to create a knowledge article. The article templates are for example "KCS Article", "How To", "FAQ" and so on... The interceptor and the article templates work, as I attached templates to the knowledge bases.

When I create an article using one of the templates that is not "Standard", it goes to draft mode but it doesn't launch any workflow (OOTB) despite the knowledge base having workflows on it. I read somewhere that they don't get launched because the templates are based on child tables of kb_knowledge and only articles that are directly on the kb_knowledge table launch knowledge workflows. 

How can I get around that so I can have the full knowledge process by using article templates? I can't find anything about it online... 

All the necessary plugins have been installed. 

[sachin_namjoshi · Accepted solution]

This is happening since your KB article workflows are configured on kb_knowledge_base table and KB article templates are configured on different tables like below

You will have to configure workflows on above tables as per your instance configuration so that you can see workflow context.

Regards,

Sachin

[KS7]

Hi Sachin,

I am also facing a similar issue. I have created on KB article templates but there is no option to add those workflows in KB as there is condition is being applied which is restricting the selection of workflows other than Kb_knowledge.

Would you be able to suggest? How else the KB article templates workflow can be attached.

Thanks

[sachin_namjoshi]

Screenshot you have shown is for knowledge base configuration.

Workflows will be picked up based on kb_knowledge table.

Article templates have pre-defined fields structured in a specific order. These templates help create a consistent structure for knowledge articles.

Consider KB article like incident template to pre populate KB article template content data on kb article.

Workflows on KB article template won't be applicable on knowledge articles.

Regards,

Sachin

[KS7]

Thanks, Sachin for your response.

Currently, I have created 3 templates and article belonging to each of these templates is having required different flow as per approvals.

Would you be able to suggest me what should be the recommended way to achieve this?