Knowledge Flow
Summarize
Summary of Knowledge Flow
The Knowledge Flow feature controls the publishing and retirement processes for knowledge articles based on defined flows for each Knowledge Base. Customers can utilize default flows or create custom ones to manage different types of knowledge effectively. Approval processes can be configured to determine which users can approve or reject articles.
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Key Features
- Default Knowledge Flows: Various flows are available to handle approval and publishing processes:
- Knowledge - Approval Publish: Requires managerial approval before moving articles from In Review to Published or Scheduled for Publish. Notifications are sent based on ownership group settings.
- Knowledge - Approval Retire: Similar to publish but for retiring articles, requiring managerial approval.
- Knowledge - Instant Publish: Publishes articles immediately without approval or on a scheduled date.
- Knowledge - Instant Retire: Retires articles immediately without requiring approval.
- Knowledge - Publish: Action to publish knowledge articles.
- Knowledge - Retire: Action to retire knowledge articles.
- Email Notifications: Notifications for approvals can be toggled on by setting the glide.knowman.enableapprovalnotification property to true.
- Article Relationship: Articles have a parent-child relationship; retiring a parent article does not automatically retire its translations.
Key Outcomes
By configuring Knowledge Flow, ServiceNow customers can streamline content management processes, ensuring that knowledge articles are published and retired efficiently with necessary approvals. This capability enhances collaboration and control over knowledge assets, ultimately leading to better information management within the organization.
The publishing and retirement processes for a knowledge article are controlled by flows defined for the Knowledge Base that the article belongs to.
You can assign different Flow processes to each Knowledge Base.
You can use one of the default flows, or create your own to define custom publishing and retirement processes for different types of knowledge.
For flows that require approval, you can configure which users can approve or reject by editing the getApprovers() function in the KBWorkflow script include.
| Flow | Description |
|---|---|
| Knowledge - Approval Publish | Requests approval from a manager of the knowledge base. Articles in approval are In Review state before moving to Published state once approved or to Scheduled for publish if set to publish later. If the manager rejects
the request, the workflow is canceled and the article remains in Draft state. If ownership groups is enabled, email notifications with a link to the article are sent to the ownership group members for approval. If ownership groups is not enabled, email notifications with a link to the article are sent to knowledge base managers for approval. A notification is also sent to authors or revisers of articles to inform them that their article has been approved or rejected. To turn on approval email notifications, set the glide.knowman.enable_approval_notification property to true. Note: Only the active user receives the notifications. |
| Knowledge - Approval Retire | Requests approval from a manager of the knowledge base before moving the article to the retired state. The workflow is canceled and the article remains in the published state if any manager rejects the request. If ownership groups is enabled, email notifications with a link to the article are sent to the ownership group members for approval. If ownership groups is not enabled, email notifications with a link to the article are sent to knowledge base managers for approval. |
| Knowledge - Instant Publish | Immediately publishes a draft article without requiring an approval, or publishes on the scheduled publish date if set to publish later. |
| Knowledge - Instant Retire | Immediately retires a published article without requiring an approval. |
| Knowledge - Publish Knowledge | Action that can be used to publish the knowledge article. |
| Knowledge - Retire Knowledge | Action that can be used to retire the knowledge article. |
- Only administrators and knowledge administrators can view the retired knowledge articles. To reuse a retired article, administrators and knowledge administrators can republish the article. For more information, see Republish a retired article.
- An article and its translations have a parent-child relationship. Retiring a parent article does not automatically retire all its translated child articles.