Overview
Knowledge Base articles run through multiple workflows during their lifecycle. These workflows are triggered by multiple events, including: article submission, article revisions, article expirations, and retirement requests
An article's lifecycle is visible on My Knowledge Articles, in the Workflow column.
Lifecycle
Stages
- Draft: Creation and drafting phase
- Begins: Article is created
- Ends: Article submitted for approval
- Pressing "Publish" will send the article for approval to the respective KB manager for your organization.
- Review: Awaiting review by a KB manager. Not visible to end users at this time.
- Begins: Article submitted for approval
- Ends: Article approved or rejected
- Published: Available to all users with permission to read an article / KB. Articles published to IT Services are available to the public.
- Begins: Article approved
- Ends: Article submitted for retirement
- Pending Retirement: Article is removed from publication and requires review by a KB manager. Manager can approve retirement to remove article or reject retirement to return it to publication for readers to see.
- Begins: Article submitted for retirement
- Ends: Article retirement approved or rejected
- Retired: End of lifecycle. Won't show up in searches, reports, and readers can no longer view article.
- Begins: Article retirement approved
General Steps in Lifecycle
- Approved contributor creates a new article for a KB
- Contributor completes article and selects Submit for Approval
- KB manager reviews article using Review Checklist. If article is ready to be published to their readers, approves publication.
- Article is no longer needed (service is gone, new application used, etc.), a contributor selects Submit for Retirement.
- Stage = Pending Retirement
- KB manager reviews article. If article is no longer needed, approves retirement.