Knowledge Article Approval Process

The Knowledge Article Approval Process is a defined Approval Process that automates, regulates, and tracks approving/denying/abstaining KAs. Fill out an Approval Task Form to initiate the Approval Process. The process contains automatic notifications, tracking, and publishing Actions. Knowledge Articles Approvals

In CSM, an Approval is a Supporting Business Object that is used with a Major Business Object. Knowledge Articles use Approval Tasks, which is a Group Member of Task.

• Approval Process is triggered by the KA status changing to Request Approval.
• An Approval Task Form is created and appears in the Approvals tab of the Form Arrangement to track Approvals.
• Approvers are members of the Knowledge Team. Approvals are not restricted by User so any Knowledge Team member can approve the KA for any other member.
• The KA is automatically published (via the Automation Process Engine) when 50% approval rate is achieved. The KA enters the Published phase.
• If an Approver denies a KA, the KA status changes back to Review and an e-mail is sent to the current owner to notify them of the denial.
• If an Approver abstains, the KA remains inactive until published or denied.
  Note: Approval is not required to publish a KA so any Knowledge Team member can manually publish the KA by clicking the Publish link in the Status bar of the Quick Info Tile.