Knowledge/News article workflow
This section describes the out-of-the-box metaphases and subordinate phases in the life cycle of a knowledge article or news article, including all necessary phases to create and publish an article.
The Service Management article workflow reflects ITILv3 process recommendations.
Metaphase: Creation
The first metaphase in the article's lifecycle, where the article enters into the Draft phase.
| Phase | Transition |
Description |
|---|---|---|
| Draft | Automatic or Manual |
If you have a Knowledge Management role, you can create or import an article. When you import (as opposed to create) articles, you can specify the phase at which to import them. The result of the phase is the successful creation of an article. When the article is ready for internal stakeholders’ review, the Knowledge Management user can manually transition the article to the Review phase. If a task plan is defined and it is executed successfully, the workflow automatically transitions to the Review phase. Next phase: Review |
Metaphase: Publication
The article undergoes review and updating.
| Phase | Transition |
Description |
|---|---|---|
| Review | Automatic or Manual |
If you have a Knowledge Management role, you can review the article draft and decide whether to publish it or send it back to the Draft phase for further editing. If a task plan is defined and it is approved, the workflow automatically transitions to the Publish phase. If it is not approved, the workflow automatically transitions back to the Draft phase. Next phase: Publish or return to Draft |
| Publish | Manual |
If you have a Knowledge Management role, you can publish the article to an internal audience. To publish the article to an external audience, you must have Knowledge Publisher or Knowledge Administrator roles. If the internal stakeholders wish to further review the article, it can be manually transitioned back to the Review phase. Next phase: Internal, External or return to Review |
Metaphase: Consumption
The article is released to its intended audience, either externally (visible both in Service Managementand through the Service Portal) or internally (in Service Management only).
| Phase | Transition |
Description |
|---|---|---|
| Internal | Manual |
The article is visible to an internal audience, that is, to Service Management users only. From here the article can be returned to the Draft phase for updating, or it can be archived if it is no longer useful or valid. Next phase: Archived or return to Draft |
| External | Manual |
The article is visible to an external audience, including both Service Management and Service Portal users From here the article can be returned to the Draft phase for updating, or it can be archived if it is no longer useful or valid. Next phase: Archived or return to Draft |
Metaphase: Retirement (End)
The final stage in the workflow. When an article is no longer relevant, it is archived.
| Phase | Transition |
Description |
|---|---|---|
| Archived | Manual |
If you have a Knowledge Management role, you can specify that the article has reached the end of its lifecycle, and archive it. Alternatively, the article may be sent back to the beginning of the workflow for further updating Next phase: None, or return to Draft |
