Trying to understand Knowledge retirement workflows
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09-10-2019 03:17 PM
Hi, I'm trying to understand the distinction and the nuances of the Knowledge - Approval Retire and Knowledge - Instant Retire workflows in the London release. Our workflows are OOB, with the exception being that we have made an enhancement to where articles enter an Outdated workflow state rather than a Retired workflow state upon reaching their Valid To date (that way, when we try to "republish" articles, we don't have to create an entire new article with a new KB####.... many of our articles are linked to one another so we needed to keep the numbers the same).
Anyway, specifically:
- In the Instant Retire workflow, it is my understanding that the article author will receive a notification at some point that their article is approaching its Valid To date, and needs to be updated soon in order to remain published. No one else receives this notification, and if no action is taken by the author, the article retires (or in our case, becomes outdated) instantly when it reaches its Valid To.
- But I get confused about the Approval Retire workflow. I imagine that authors receive the same notification as in the Instant Retire workflow. And I also know that KB Managers in this case receive an approval request when an article is nearing its Valid To.
So... do KB Managers get the approval notification at the same time that the authors get the "needs updating" notification? Or do the KB Managers only get notified if the authors take no action at a certain point? And finally, if no action is taken by either one, the article still retires at its Valid To, right? So an approval is not required to retire an article in this workflow?
Thanks!
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09-10-2019 09:18 PM
Hi Sherilyn,
If my reply helps you at all, I’d really appreciate it if you click the Helpful button and if my reply is the answer you were looking for, it would be awesome if you could click both the Helpful and Accepted Solution buttons!
Regards,
Pratiksha
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05-10-2020 01:20 PM
Hi Sherilyn -
We are implementing ServiceNow now, and it doesn't look to me like any of the retire or Pending Retirement statuses have any notifications associated to them. I'm about to see if I can start creating them, but wondering if you found anything?
We need an email notification to advise (creator, manager, a group) that an article will be expiring soon. We want the ability to review it and extend the article's life or update it. Either option will then go through the approval process.
Were you able to get what you were asking for? If so, would you mind telling me what you did?
Thank you!
Jill
We're on Orlando
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05-10-2020 11:06 PM
Looks like the function is under developement.
https://community.servicenow.com/community?id=community_question&sys_id=c1a3e917dbd68810d58ea345ca96...
Regards
Thomas
