Changing knowledge article statuses

As a case agent, when you create a knowledge article, the article goes through several stages before and after other agents and self-service users refer them. By default, an article is in the In Progress status, from where you move it to further statuses as required. To change the status of the article, you must have the required roles and permissions. The Knowledge status for associated actions section describes the roles required to update the status of an article.

The following figure explains the default flow of knowledge articles from one status to another:

To change an article status

1. Log in to BMC Helix Business Workflows.
2. Navigate to Workspace > Knowledge.
3. To open a knowledge article, on the Knowledge workspace, click the required article.
4. Click the displayed status to open the status pane.
5. On the status pane, select the required value in the Status field. 
6. (Optional) You can also specify the support group and assignee in the fields displayed.
7. Click Save.

Knowledge status for associated actions

When you want to perform an action on a knowledge article, change the knowledge article status depending on your action. For example, when your article is ready to be published, you change the case status to Published and select Internally or externally to indicate whether the article is available only to agents or for service-service users and agents.

The following table lists the actions you can perform on a knowledge article, associated status change, and the roles and permissions required to change the status:

Related topics

Creating-and-publishing-knowledge-articles

Reviewing-and-validating-knowledge-articles

Setting-up-roles-and-permissions

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