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Changing knowledge article statuses

As a service desk or case agent, when you create a knowledge article, the article goes through several stages before and after other agents and self-service users refer them. By default, an article is in the In Progress status, from where you move it to further statuses as required. You can change the status of an individual knowledge article or bulk change the status of multiple knowledge articles at once. Use bulk updates to update multiple articles without opening each article individually.

​​​​​To change the status of the article, you must have the required roles and permissions. The Knowledge status for associated actions section describes the roles required to update the status of an article.

If a business analyst modifies the default lifecycle of knowledge articles, then the modified lifecycle is displayed while creating and editing articles.

Related topics

Creating and publishing knowledge articles

Reviewing knowledge articles

Setting up roles and permissions

 

Visibility of articles

Knowledge articles are publishable to both internal and external audiences. When you change the status of a knowledge article to Published, the External list value on the Resources tab in the Knowledge Metadata section defines the visibility of the article.  You can set the value of this field to

  • No—Publish internally for agents.
  • Yes —Publish externally for agents and self-service users.

By default, the value of this field is set to No.

Knowledge article status transition flow

The following figure explains the default flow of knowledge articles from one status to another:

BWF23.08_KnowledgeArticle Status.png

To change the status of an article

  1. Log in to BMC Helix ITSM or BMC Helix Business Workflows. 

  2. 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 can revise an article.

  3. Click the required article in the Knowledge console or workspace.
  4. Click the displayed status to open the status pane.
  5. On the status pane, select the required value in the Status field. 
  6. (Optional) You can also specify the support group and assignee in the fields displayed.
  7. Click Save.

To bulk update the status of articles

The Knowledge console allows you to bulk-change statuses for up to 20 knowledge articles at once. Bulk status change is available only when all selected articles are in the same current status. Knowledge articles that are read‑only or in Closed or Cancelled status are not eligible for bulk status change.

You must have the required roles and permissions to perform this action. For more information, see Setting up roles and permissions.

  1. Log in to BMC Helix ITSM or BMC Helix Business Workflows.
  2. Navigate to (BMC Helix ITSM) Console > Knowledge Console or (BMC Helix Business Workflows) Workspace > Knowledge.
  3. From the Knowledge console, select multiple knowledge articles that are in the same status.
  4. Click Change Status.1776266641857-146.png
  5. In the dialog box, select the required value in the Status field.
  6. Click Save.
    The results display the counts of successful and failed statuses.
    1775131445572-275.png

Knowledge status for associated actions

When you want to perform an action on a knowledge article, change the knowledge article status depending on your action. For example, when your article is ready to be published, you change the status to Published and select Internally or externally to indicate whether the article is available only to agents or for service users and agents.

The following table lists the actions you can perform on a knowledge article, associated status change, and the roles and permissions required to change the status:

 

 

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BMC Helix Innovation Suite Knowledge Management 26.2