Knowledge Article Lifecycle

When a new article is created

Once the Knowledge Article is created from the template or clicking on “New” button, a new knowledge record will be created having a workflow and stage as “Draft”.
The owner of the article can edit the record at the draft stage.
On click of button, it will proceed further to “Pending for Approval” stage. It will send the approvals to the Approvers.

Note:

If approvers are listed as comma separated for specific Category selected for an article approval will sent to those approvers only.
If approvers are not present at Category level approvals will be sent to the approval group which is assigned to Knowledge Base that is selected for an article.
Once the Approvers approves the article, stage gets automatically changed to “Published” and workflow is also changed to published, and it is visible to end user portal.
If article is Rejected, it will move to Cancelled Stage and Workflow remains in draft. Those articles which are cancelled and rejected cannot be used further.

When Article is Modified

When the article is in Published Stage, the owner of the article can modify the Valid till and Article Title field.
Once the Article is Modified after it is published, article is submitted for reapproval and its workflow changes to “Pending for Approval” and article will be no longer visible to end user until it is re-published.
Note: Knowledge Article Cannot be moved to retired stage until its Valid Till date is less than current date or workflow is “Archival”.

When an article is created by using the “New Version” and “Restore Version” functionality, a new draft record is created by copying all the required field along with same Knowledge Article Number and version number 0.1 greater than previous version.

Once the New Version or Restored version article is Published by following the approval process the published article with same number is Archived and its Workflow changed to Archival.

Note: Archival Article is also not visible to end user portal.

Create

New version

On Click of “New Version” new record is created by copying the Article Type, Knowledge Base, Category, Subcategory, Meta Data, Article Body fields as well as Article Number field.

Note: Version No of New Article will be 0.1 greater than published article.

Note: Create New Version button is only visible when an article is in Published Stage and workflow is published.

Restore

Version

Click on “Restore Version” button on the top bar.

A popup will appear.

In the popup all the related versions which are retired or archived will appear on Popup window.
On click of specific version new record is created by copying the Article Type, Knowledge Base, Category, Subcategory, Meta Data, Article Body, Article Number fields.
After the record is successfully created it will display a message on the screen as shown below.

Note: Restore Version button is only visible when an article workflow is retired or archival.