Service Manager
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Knowledge State Transitions Reference
Administrators can create additional statuses to meet the business needs of your organization.
|
State |
Description |
Notifications |
Roles |
|
Draft |
Articles are set to draft when initially created. Users in the Self-Service Portal cannot search the articles in draft state, but other users can. |
Knowledge Manager when article is saved |
Service Desk Analyst Knowledge Manager Service Desk Manager |
|
In Review |
Articles are set to in review when the owner is ready to have it reviewed. Users in the Self-Service Portal cannot search the articles in the in review state, but other users can.
This state starts the knowledge approval workflow. |
No notifications |
Service Desk Analyst Knowledge Manager Service Desk Manager |
|
Reviewed |
Article has been approved. |
Knowledge Manager |
Knowledge Manager |
|
Published |
Articles are set to published when the reviewed article is published, which means that it is available in the Self-Service Portal.
Only Knowledge Managers can update articles in the published state. |
Knowledge Manager Article Owner |
Knowledge Manager |
|
Expired |
The article is obsolete but can be searched for by internal users. |
Knowledge Manager |
Knowledge Manager |
|
Archived |
The article is no longer part of the Knowledge Base. Only Knowledge Managers can search for it. |
Knowledge Manager |
Knowledge Manager |
|
Rejected |
The article has been rejected after review. |
Article Owner |
Knowledge Manager |
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