ServiceNow - Approve/Reject a Knowledge Article


Introduction

 

Knowledge Article Publication Lifecycle

This knowledge article will provide instructions on how to approve or reject a knowledge article in ServiceNow.

Members of Assignment Groups also serve as Ownership Group Members for knowledge for their team. Anyone who is a ServiceNow agent can create/edit knowledge articles; someone from the team that owns that knowledge will review and approve it for publication (or reject the article/edits).

 

Instructions

 

 

Please see our Knowledge Article Content Style Guide for more information on how the article should be styled.

 

  1. Approvals for knowledge articles will appear on the My Pending Approvals report on the My HITS Homepage. Alternatively, you can use the filter navigator to browse or search to My Pending Approvals. This view will show all outstanding approvals - not just knowledge approvals. Approvals for Knowledge articles will show a knowledge article in the Approving field.



  2. Click Requested to view the knowledge article and an interface to approve or reject the article.



  3. A summary of the knowledge article will appear at the bottom of the Approval form. Click on the Information Button to the right of the Approving field.

    Approval Form

  4. A pop-up window will appear, showing a preview of the knowledge article. Click Open Record to open the knowledge article record.

    Open Record button highlighted in top-left of form.

  5. Within the knowledge article record, any edits, additions, or corrections can be made. Click Update to save changes to the article.

    Update highlighted in top-right of form.

  6. The knowledge article record will close and the Approval record will be open. Select either Approve or Reject as appropriate. Note: If selecting Reject, Comments must be provided for the article author as to why the article is not being approved for publication. Please include specific items that need correction.

    Approve, Reject, and Comments highlighted on the Approval form.


    1. If Approved, the knowledge article will display the Published stage of the Workflow. The published article will now be searchable from the Service Portal or Knowledge Portal.

      Knowledge Article viewed from Knowledge Portal.

    2. If Rejected, the knowledge article will display the Draft stage of the Workflow.

      Draft stage of the Workflow

    3. To review Comments for a Rejected article, open the knowledge article record, and scroll to the bottom of the form. Click on Approvals, then click on Rejected.

      Rejected state shown from Approvals tab on the Article form

    4. The Approver's Comments will display in the Activity Stream on the Approval form.

      Approver Comments on the Approval Form