Knowledge Article Workflow

CSM uses several features to manage the Knowledge Article (KA) workflow: the Knowledge-IT forms help create, manage, track, and use KAs, One-Step Actions help move the KA through its workflow, Automation Processes notify stakeholders via emails, and a Knowledge Management dashboard notifies stakeholders and tracks analytics.

The following diagram shows the high-level KA workflow. See the Knowledge Article Workflow One-Step Actions for specific information about each phase of the workflow.

Knowledge Article Workflow

1

After logging/submitting the KA, the creator records the necessary details including the Article Type, Service, and Category. Some fields, such as Article Type, are mandatory.

Completing certain details automatically completes other fields. For example, completing the Category also completes the Technical Review Team and Format Review Team options.

Note: If you select the Visible on Customer Portal check box, the KA workflow will include a formatting review. Leaving the check box cleared skips the formatting review and publishes the KA.
2

When the creator selects Next:

  • The Submit For Review One-Step Action runs.
  • The status of the KA is changed to Technical Review.
  • An email is sent to the ITKM Technical Review team.
  • The KA is read-only and can only be edited by the ITKM Technical Review team.
  • The KA is displayed on the IT Knowledge Manager dashboard.
3

When the Technical Review team member reviews the KA for technical accuracy and selects Next:

  • The Technical Review Complete One-Step Action takes place.
  • If the Visible on Customer Portal check box is:

    • Selected, the status of the KA is changed to Formatting Review.

      An email is sent to the ITKM Formatting Review team.

      The KA is read-only and can only be edited by the ITKM Formatting Review team.

    • Cleared, the status of the KA is changed to Published.
4

When the Formatting Review team member reviews the KA and selects Next:

  • The Formatting Review Complete One-Step Action runs.
  • The status of the KA is changed to Published.
  • The KA is published to the Knowledge Base (using the Business Process engine) in read-only view.
  • A review date for the KA is scheduled for one year in the future. You can set this date manually on the form.

The KA can now be accessed (by users in CSM and customers in Portal). To simplify the form for reading, the Overview form is hidden.

5

The Knowledge team periodically review existing Knowledge Articles. The KA is either:

  • Left in its existing published status.
  • Reviewed, in which case the KA returns to the Technical Review status and the workflow is repeated. Multiple One-Step Action options are available to change the status of the KA.
  • Retired (see below for details).
6

The Knowledge Team periodically retire existing Knowledge Articles.

  • The status of the KA is changed to Retired.
  • The KA is removed from the Knowledge Base.
Note: A KA can be removed from retirement and sent back to the Technical Review status and the workflow is repeated.
Note: Knowledge teams can send KA back for update/revise/rework anytime after it is submitted for review. When reviewed again, updated, or revised, One-Step Action prompts for a Knowledge team reviewer and then changes the status back to Technical Review. When sent for rework, a One-Step Action changes the status to Rejected.

Workflow Contributor Roles

A KA typically involves the following contributor roles. Depending on your workflow and the size of your organization, some of these roles might be handled by the same individual:

  • Creator: User who first logs the KA.
  • Technical Review Team: A member of the ITKM Technical Review team (for more information, see Knowledge Management Teams) reviews the KA for technical accuracy.
  • Format Review Team: If Visible on Customer Portal is selected, a member of the Format Review team (for more information, see Knowledge Management Teams) reviews the formatting of the KA.
  • Consumer: User or customer who searches for and uses the KA.