Knowledge State Transitions Reference
Administrator can create additional statuses to meet the business needs of your organization.
- Notifications show that the email is sent to the assigned reviewer based on customer configuration.
- The listed roles have access to the knowledge workspace.
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Expired | The article is obsolete but can be searched for by internal users.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 |