Knowledge/News article workflow

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

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

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

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

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

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