--- sourceDocument: Brazil Operational Technology Management sourceDocumentLink: https://www.servicenow.com/docs/r/operational-technology Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil Operational Technology Management ft:clusterId : - optm bundleId : - optm workflow : - Technology --- # Assigning knowledge workflows to an OT knowledge base # Assigning knowledge workflows to an OT knowledge base {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Assigning knowledge workflows to an OT knowledge base This topic explains how to assign specific Knowledge Management workflows to Operational Technology (OT) knowledge bases within ServiceNow. These workflows govern the processes for publishing and retiring knowledge articles in OT knowledge bases. Show full answer Show less ## Key Features * **Default Knowledge Management workflows:** ServiceNow provides several predefined workflows that can be applied to OT knowledge bases, including: * **Knowledge - Approval Publish:** Requires manager approval before publishing. Articles move through states like In Review, Published, Scheduled, or Draft depending on approval and scheduling. * **Knowledge - Approval Retire:** Requires manager approval before retiring an article. If rejected, the article remains published. * **Knowledge - Instant Publish:** Publishes draft articles immediately without approval or on a scheduled date. * **Knowledge - Instant Retire:** Retires published articles immediately without approval. * **Knowledge - Publish and Knowledge - Retire subflows:** These subflows change article states and can be used when creating custom workflows. * **Approval Configuration:** You can customize who can approve or reject articles by editing the `getApprovers()` function in the `KBWorkflow` script include. * **Email Notifications:** Notifications can be sent to approvers and authors regarding approval requests and statuses. Notifications are sent to ownership group members or knowledge base managers based on configuration. * **Enabling Notifications:** To enable approval email notifications, set the property `glide.knowman.enableapprovalnotification` to `true`. This property is enabled by default starting with the New York release; earlier versions require manual activation. ## Practical Implications for ServiceNow Customers By assigning appropriate workflows to OT knowledge bases, you can control and automate the lifecycle of knowledge articles, ensuring that publishing and retiring actions follow your organizational approval processes. Email notifications help keep stakeholders informed and engaged. Customizing approval roles via scripting provides flexibility to match your business requirements. Activating the email notification property improves communication efficiency in the approval process, but be sure to disable any custom approval notifications beforehand to avoid duplication. You can assign different Knowledge Management workflows to each Operational Technology (OT) knowledge base for the publishing and retiring processes. ## Knowledge workflow overview You can use the default Knowledge Management workflows in the following table for Operational Technology Knowledge Management and apply them to OT knowledge bases. Note: For the workflows that require approval, you can configure which users can approve or reject by editing the `getApprovers()` function in the `KBWorkflow` script include. {#assigning-knowledge-workflows-to-ot-knowledge-base__table_cvl_3lh_lzb__entry__2} | Workflow | Description | |-|-| | Knowledge - Approval Publish | Requests approval from a manager of the knowledge base. Articles in approval have a state of In Review before moving to a Published state after approval. If they're set to publish later, they're moved to a Scheduled state. If the manager rejects the request, the workflow is canceled and the article remains in the Draft state. If theownership groups option is enabled, email notifications with a link to the article are sent to the ownership group members for approval. If the ownership groups option isn't enabled, email notifications with a link to the article are sent to the knowledge base managers for approval. A notification is also sent to the authors or the revisers of the articles to inform them that their article has been approved or rejected. To turn on the approval email notifications, set the glide.knowman.enable_approval_notification property to true. Note: Only the active user receives the notifications. | | Knowledge - Approval Retire | Requests approval from a manager of the knowledge base before moving the article to the retired state. If any manager rejects the request, the workflow is canceled and the article remains in the Published state. If the ownership groups option is enabled, email notifications with a link to the article are sent to the ownership group members for approval. If the ownership groups option isn't enabled, email notifications with a link to the article are sent to the knowledge base managers for approval. | | Knowledge - Instant Publish | Immediately publishes a draft article without requiring an approval, or publishes on the scheduled publish date if set to publish later. | | Knowledge - Instant Retire | Immediately retires a published article without requiring an approval. | | Knowledge - Publish Knowledge | Subflow that moves the knowledge article to the Published state. You can use this subflow when defining your own workflow. | | Knowledge - Retire Knowledge | Subflow that moves the knowledge article to the Retired state. You can use this subflow when defining your own workflow. | [Table 1. Default Knowledge Management workflows] {#assigning-knowledge-workflows-to-ot-knowledge-base__table_cvl_3lh_lzb} ## Email notifications for approval workflows {#assigning-knowledge-workflows-to-ot-knowledge-base__section_rgn_b3s_rzb} You can send email notifications for approval workflows. * Notify approvers about the knowledge articles submitted for their approvals. * Notify authors about the approval status of their knowledge articles {#assigning-knowledge-workflows-to-ot-knowledge-base__ul_dkz_wjs_rzb}To send email notifications for approval workflows, enable the Send notification to approvers and authors in article approval workflow property (glide.knowman.enable_approval_notification). Beginning with the New York release, the property is enabled by default. Existing customers on release versions prior to the New York release can enable this property to send email notifications. Disable any custom notifications for article approvals before enabling this property. If the glide.knowman.enable_approval_notification property isn't available, an administrator can create the property and set its value to true. For more information, see [Knowledge Management properties](https://www.servicenow.com/docs/access?context=r_KnowledgeProperties&version=brazil&pubname=brazil-servicenow-platform&ft:locale=en-US).