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Knowledge workflows

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Knowledge workflows

The publishing and retirement processes for a knowledge article are controlled by workflows defined for the knowledge base that the article belongs to.

You can assign different workflows to each knowledge base.

You can use one of the default workflows, or create your own workflows to define custom publishing and retirement processes for different types of knowledge.

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.

Table 1. Default knowledge workflows
Workflow Description
Knowledge - Approval Publish Requests approval from a manager of the knowledge base. Articles in approval are In Review state before moving to Published state once approved. If the manager rejects the request, the workflow is canceled and the article remains in Draft state.

If ownership groups is enabled, email notifications with a link to the article are sent to the ownership group members for approval.

If ownership groups is not enabled, email notifications with a link to the article are sent to knowledge base managers for approval.

A notification is also sent to authors or revisers of articles to inform them that their article has been approved or rejected.

To turn on approval email notifications, set the glide.knowman.enable_approval_notification property to true.

Knowledge - Approval Retire Requests approval from a manager of the knowledge base before moving the article to the retired state. The workflow is canceled and the article remains in the published state if any manager rejects the request.
Knowledge - Instant Publish Immediately publishes a draft article without requiring an approval.
Knowledge - Instant Retire Immediately retires a published article without requiring an approval.
Knowledge - Publish Knowledge A subflow that moves the knowledge article to the published state. You can use this subflow when defining your own workflow.
Knowledge - Retire Knowledge A subflow that moves the knowledge article to the retired state. You can use this subflow when defining your own workflow.
Note: Retired knowledge articles cannot be searched for by external users or customers. To reuse a retired article, create a new article with the same content, which is published once approved.
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