This documentation supports the 23.3 version of BMC Helix ITSM: Knowledge Management.

To view an earlier version, select the version from the Product version menu.

Managing approval requests

Approvals are required to promote knowledge articles to any status that enables or disables access for end users. BMC Helix ITSM: Knowledge Management currently supports different methods of approval.

Related topics

Creating and publishing knowledge article

Approving or rejecting a change request by using an email or Approval Central Open link (BMC Helix ITSM: Change Management documentation)

Approving or rejecting knowledge articles by using Approval Central

You  use Action Request System Approval Central to approve knowledge articles. This step is especially important if your current access permission does not allow you to access the knowledge articles. Not all approvers have access to the BMC Helix ITSM: Knowledge Management application through their home pages, yet still have the role to approve knowledge articles before they can move forward in the workflow.

You must have appropriate permissions to modify a knowledge article, to view the knowledge article, and approve it. For more information on roles and permissions, see Roles and permissions in the BMC Helix ITSMdocumentation.

To approve knowledge articles using Approval Central

  1. Log in to the AR System server as the approver.
  2. Open Approval Central.
    Approval Central displays all pending knowledge articles that are assigned to you. You can filter them by using the fields in the Search Criteria area.

  3. (Optional) Click the Article ID link to view the details of a knowledge article.

  4. Approve, reject, hold, reassign, or view the desired knowledge articles.

    Important

    When BMC Helix Single Sign-On is installed and configured for AR System, in Approval Central, when you click the Approve, Reject, or Hold options, two dialog boxes are opened: the credential sign-in dialog box and the double authentication dialog box.

    After you approve a knowledge article, it is removed from the Pending Approvals table. The appropriate approvers are notified of any reassigned approvals.
    If approvers need more information about a knowledge article, they can view the request details and add a question in the approval activity log. Their signature is on hold while they are waiting for the information and the status is set to More Information.

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