This documentation supports the 20.02 version of Remedy Knowledge Management.To view an earlier version, select the version from the Product version menu.

Managing knowledge article approval requests

Approvals are required to promote knowledge articles to any status that enables or disables access for end users. BMC Knowledge Management currently supports the following methods of approval:


Approving or rejecting knowledge articles using Approval Central

You can use BMC Remedy AR System Approval Central to approve knowledge articles. This is especially important if your current access permission does not allow you to access the knowledge article. Not all approvers have access to the BMC Knowledge Management application through their home pages, yet still have the role to approve knowledge articles before they can move forward.

You must have appropriate permissions to modify a knowledge article, to view the knowledge article, and approve it. For more information on roles and permissions, see User-permissions in the BMC IT Service Management documentation.

To approve knowledge articles using Approval Central

  1. Log in to the AR System server as the approver.

  2. Open Approval Central. 
    Approval Central displays all pending knowledge articles that are assigned to you. You can filter them by using the fields in the Search Criteria area.

    Click the Article ID link to view the details of a knowledge article.

  3. Approve, reject, hold, reassign, or view the desired knowledge articles.
    After you approve a knowledge article, it is removed from the Pending Approvals table. The appropriate approvers are notified of any reassigned approvals.
    If approvers need more information about a knowledge article, they can view the request details and add a question in the approval activity log. Their signature is on hold while they are waiting for the information and the status is set to More Information.

Approving or rejecting knowledge articles via email

You can directly approve requests via email. When email-based approvals are enabled, an email notification is sent the individuals who have approval authority for the request. Those people either can approve or reject the request directly from the email notification.

Related topic

AR System Email Templates form

Important

If the approval process requires a password or requires that rejection of a request includes a business justification, you cannot use email-based approvals. If this is the case, you must approve the request from Approval Central.

Approval email notifications are also sent out to any alternate approvers defined for the process. However, if the approver adds an alternate approver after the email has been sent, the alternate approver will not receive the email.

The following figures show examples of approval emails. Instructions for approving and rejecting requests via email are provided after the figures.

Email for a change request approval

new_change_email.gif


Important

The Server Timezone Offset displays the time zone offset information where the Remedy AR System server is located.

To approve or reject a request via email

  1. In the approval email that you receive, click the request ID link to view the details of the request. However, this is not applicable for service requests.

  2. Click Approve or Reject.
     An email formatted with your approval or rejection reply is displayed.

    Important

    The Approve and Reject buttons are displayed in the email by default. However, you can customize the definitions for these buttons by using the email based approval HTML templates (for example, ITSM_Approval_By_Email_Content_en.html or Approval_By_Email_Content_en.html).

    Additionally, if you do not want to receive the notification related to the approval or rejection of a request, from the SYS:Notification Messages form, select the required template in the Email Template Name field, and then clear the Fallback Template Name field. For more information, see Customizing-notification-messages.

  3. Send the email without modifying the text.

    Warning

    Do not modify the content followed by the #DO NOT MODIFY FOLLOWING TEXT# text in the email.

You are notified of the success of the approval or rejection by email, as shown in the following figure:

approval_confirmation.gif

If you attempt to approve or reject a request that is in a state that cannot be changed (approved, rejected, closed, or canceled), you receive an approval error notification email, as shown in the following figure:

approval_error.gif

If you receive an Approval Error Notification, click Launch Approval Central to view the status of the request.

 

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