Approving or rejecting knowledge articles
When a service desk or 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 it in the Knowledge console. The approver can add an optional justification or reason when approving or rejecting a knowledge article.
- Log in to BMC Helix ITSM or BMC Helix Business Workflows.
Navigate to (BMC Helix ITSM) Console > Knowledge Console or (BMC Helix Business Workflows) Workspace > Knowledge.
By default, the Line of Business is selected for which you have access.
- 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, 2020 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, 2020 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 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 Changing knowledge article statuses.