Approving or rejecting knowledge articles
When a case agent needs to publish, retire, or cancel a knowledge article, it is sent for approval to a specified approval group. To approve or reject a knowledge article, a user from the specified approval group must open that knowledge article from the Knowledge console.
- Log in to BMC Helix Business Workflows.
- Select Workspace > Knowledge.
- From the Line of Business list, select the line of business for which you want to approve or reject an article.
If you have access to a single line of business, the line of business is selected by default.
- Open a knowledge article with Publish Approval, Retired Approval, or Request Cancelation status that needs approval.
- Click Approve or Reject.
The following image shows the Approve and Reject options:
When approved, a knowledge article moves to the next status. When rejected, the knowledge article moves to the previous status. Learn more about the statuses in Knowledge article approvals.