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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.

Assigning a knowledge article

Articles in the workflow contain assignee information that is relevant for all stages in the article's lifecycle.

The assignee is the person who is responsible for the article at the current stage. The exact meaning of assignee changes as the article progresses through the lifecycle.

  • Initial creation — When an article is created, it is automatically assigned to the article's creator.
  • Draft or Published — The assignee for articles in Draft or Published status is the person who receives the update requests for an article. The article appears in the assignee's inbox if there is an open update request for the article.
  • Review statuses — The assignee for articles in the various Review statuses is the person who should review the article.

Related topics

Creating-and-publishing-knowledge-articles

Knowledge articles can be in a status that requires a review process to promote the article to the next status. For example, when an article is in the SME Review status, it requires a subject matter expert to review it to move to the next status. The next status might be another review (for example, an editorial review) or Publish Approval status. In certain circumstances, changing the status of an article automatically changes the assignee.

To assign an article automatically

  1. Select the article to be assigned.
  2. In the Quick Links section, click Auto Assign.
    The article is assigned to the designated user.

To assign an article manually

  1. Select the article to be assigned, and click the Details tab.
  2. From the list, select the new Assigned Group (if relevant).
    You can select the Assigned Group by selecting Company > Organization > Support Group.
  3. From the list, select the new Assignee.
  4. Click Save.
    The new assignee is notified that the article has been assigned, using the notification method defined in the email engine.

To assign an article to yourself

  1. Select the article to be assigned, and click the Details tab.
  2. From the list, select the new Assigned Group (if relevant).
    You can select the Assigned Group by selecting Company > Organization > Support Group.
  3. From the list, select yourself the new Assignee.
  4. Click Save.
    You are notified of the assignment using the notification method defined in the email engine.

 

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BMC Helix ITSM: Knowledge Management 23.3