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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.

  1. Log in to BMC Helix Business Workflows.
  2. Select Workspace > Knowledge.
  3. 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.
  4. Open a knowledge article with Publish Approval, Retired Approval, or Request Cancelation status that needs approval.
  5. Click Approve or Reject.
    The following image shows the Approve and Reject options:
    2008_ApproveRejectKnowledgeArticles.jpg

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.

 

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