Knowledge Base status transitions

The setting options for the Knowledge Base can be found under Settings > Knowledge Management.

 

Graphical representation

The following figure shows the knowledge base life cycle. The legend is shown in the table below.

 

 

Color	Description
Black	Standard life cycle
Red	Requires specific activation. See also Publish directly
Blue	Requires specific activation. See also Archive directly
Purple	The configuration is carried out in the knowledge base schema. See also Transitions according to standard life cycle

 

Transitions according to standard life cycle

 

Status N	Status N+1	Authorizations/conditions	Transition through... (Action)
No status	Draft	Action “Edit category” in “Draft” status Action “Edit article” in “Draft” status „Create article“ Allow the rights of at least one knowledge base category, as well as the display of the required schema tabs Schema in “Activated” status (in ‘Draft’ status, the right to “Manage knowledge base” is also required)	Save article (create new KB article)
Draft	Unproved	Forward article for review	Forward for checking
Unproved	Declined	Publish/reject article	Reject
Declined	Unproved	Forward article for review	Forward for checking
Unproved	Published	Publish/reject article	Publish
Published	Draft	Revise published article	Revise
Published	Review	Configuration in the scheme	Automatically by the “KbReviewScheduledWorker” worker when the resubmission date is expired
Published	Archived	Archive article	Archive
Review	Archived	Archive article	Archive
Review	Published	Publish/reject article	Publish
Archived	Draft	Revise archived articles	Revise

 

Publish directly

In order for articles to be published directly from any status, the “EnableDirectPublishing” option must be active in the configuration setting (value must be set to “True”).

The “Publish/reject article” authorization is also required.

 

The following status transitions can be completed with this action:

Status N	Status N+1
Draft	Published
Unproved	Published
Declined	Published
Review	Published
Archived	Published

 

Archive directly

In order for articles to be published directly from any status, the “EnableDirectArchiving” option must be active in the configuration setting (value must be set to “True”).

The “Archive article” authorization is also required.

 

The following status transitions can be completed with this action:

Status N	Status N+1
Draft	Archived
Unproved	Archived
Declined	Archived
Published	Archived
Review	Archived

 

 

Revisions

In general, the same status transitions apply for revisions as for a KB article. However, there are two exceptions:

1. Revisions are ignored by the review process. When a review date expires, it is neither moved to a workflow nor is the status set to “Resubmission”.

2. A published revision is automatically archived as soon as a subsequent revision is published.

 

Workflow plugin "Convert Ticket to KB"

With the plugin, it is possible to create a knowledge base article directly from a ticket. A status can be specified that the article should have after conversion.

Further information on configuring the plugin can be found in the chapter Convert Ticket to KB.

 

This means that the following status transitions are possible:

Status N	Status N+1
No status	Draft
No status	Unproved
No status	Declined
No status	Published
No status	Review
No status	Archived

 

If a workflow is configured for the respective status transition, it will also be started when using the plugin (see also Status Transition).

 

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