Phased rollout This documentation supports the 21.05 version of BMC Helix ITSM: knowledge Management. To view an earlier version, select the version from the Product version menu.

Reviewing a knowledge article

The knowledge article life cycle includes a review stage in which you can assign knowledge articles to an Subject Matter Expert (SME) or an editor for validation and correction.

By default, the following review statuses are available:

  • SME Review
  • Content Review (optional)
  • Proofreading (optional)

You must have the Knowledge User or the Knowledge Admin permission to review standard articles. For example, HowTo, Reference, Decision Trees, Problem Solution and Known Errors.

You must have the Knowledge Admin permissions to review the Knowledge-Centered Service (KCS) articles.

Related topics

Creating-and-publishing-knowledge-articles

Reviewing a knowledge article in Smart IT as a primary and alternate approver

When you activate a review status, the In Review segment of the status flow bar appears green. You can assign the knowledge article to the user who is responsible for performing the review. For more information, see Assigning a knowledge article.

Additionally, you can schedule reviews for a knowledge article at any time in the Date/System tab. For more information, see Scheduling-reviews.

Use the status flow bar to return the knowledge article back to the Draft status if it needs correction or updating. Or, promote the knowledge article to the Publish Approval status, if it fulfills your company's quality control standards.

When the article is moved to the Published status, the Mark as reviewed button is enabled at the bottom of the page. Click Mark as reviewed when you have finished reviewing the article. You would be prompted to set the next review date in the Details tab. Set the next review date and click Save. For more information, see Scheduling-reviews.

 

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