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. The approver can add an optional justification or reason when approving or rejecting a knowledge article.
If you are using BMC Helix Knowledge Management by ComAround, it has a KCS-based knowledge workflow process. Learn more about KCS-based knowledge workflow process in the BMC Helix Knowledge Management by ComAround documentation.
- 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.
The approval waiting time is displayed on the Pending Approval tab in a readable format, such as 44 seconds ago. You can hover over the time to view the detailed timestamp, such as Sep 13, 2021 3:13 PM. - Click Approve or Reject.
The following image shows the Approve and Reject options:
The date and time when the knowledge article is approved or rejected is displayed on the Approval Decision tab in the Sep 13, 2021 3:13 PM format. You can hover over the time to view a readable timestamp, such as 44 seconds ago. - In the Approval note or Rejection note pop-up window, if you want to add the reason for approving or rejecting the knowledge article, add a comment and click Add Note.
The comment is displayed on the Approver List tab and in the activity feed.
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.