9 Replies Latest reply on May 16, 2016 8:50 AM by John Stuart-Robson

    Approving Knowlegde Articles

    Apprentice

      Hello LANDesk,

       

      I am new to the system and my company will be going live with the system soon.

       

      I have been testing on our current PROD system the creation of an article and its behavior.

       

      On the "Manager" dashboard, we have created a system query which is supose to show all the current "pending approval articles", however, no pending articles are displayed:

       

      1.jpg

      2.jpg

      However, if I change the condition of the query on the dashboard to be "Group Manager is null" oposed to "Current User", I am then presented with values:

       

      3.jpg

       

      Below is the current query used for this shortcut on the dashboard:

       

      4.jpg

       

      If I access the actual article, I can see the approve or reject button, however, on the dashboard, articles to be reviewed is always '0'.

       

      Thanks in Advance,

       

      Ricardo Almeida

        • 1. Re: Approving Knowlegde Articles
          John Stuart-Robson Employee

          Hi Ricardo,

           

          Are you able to check that the Manager value on the group object is actually populated?  Is that the correct assignment?

           

          From 7.8x and later you can use assignment functions in the knowledge process, it might be easier than looking for a specific value.

           

          Thanks

           

          John

          • 2. Re: Approving Knowlegde Articles
            smokehead Apprentice

            Hello,

             

            Like John said, that assignment  "Create Group.Manager" is wrong  in my opinion. You have to check KB Window and verify the proper attribute. Or show it here.

             

            Regards

            • 3. Re: Approving Knowlegde Articles
              Apprentice

              Hello John.

               

              Thanks for the swift reply. Not quite sure if it is this that you are referring to? If not could you let me know where i can find that information on console?

               

              sorry, I am not too familiar with the naming convention yet

               

              5.jpg

               

              Above is the current window for the article creation.

               

              Hope this helps,

               

              Best Regards,

               

              Ricardo Almeida

              • 4. Re: Approving Knowlegde Articles
                Apprentice

                Hello,

                 

                Thanks for the quick reply:)

                 

                Is the above KB creation window the one you are mentioning?

                 

                Best Regards,

                 

                Ricardo Almeida

                • 5. Re: Approving Knowlegde Articles
                  John Stuart-Robson Employee

                  Hi Ricardo,

                   

                  Well the criteria you are specifying is CreateGroup.Manager.  So I would go to Administration>User Management>Groups and check a support group to see if there is a manager attribute on the window and populated. 

                   

                  If there is no value set on that attribute, that would be why you are not able to see articles to approve where CreateGroup.Manager is CurrentUser.

                   

                  Hope that helps.

                   

                  John

                  • 6. Re: Approving Knowlegde Articles
                    Apprentice

                    Hello John,

                     

                    Thanks, my bad. I had already performed that test.


                    On the group "Service Desk" group, i have placed "Test Manager" as the manager for this group.



                    6.jpg

                     

                    I have then logged into SD as user "Test analyst"  and created the KB article and submitted.

                    7.jpg

                     

                    When logging in again as the "Test Manager", under "KM - Articles to be reviewed", this is still set to '0'

                     

                    8.jpg

                     

                    Any ideas if I am missing a step?

                     

                    Apologies for my "noobiness"

                     

                    Thanks in advance

                     

                    Best Regards,

                     

                    Ricardo Almeida

                    • 7. Re: Approving Knowlegde Articles
                      John Stuart-Robson Employee

                      No problem. Is the current group of the analyst set to Service Desk?

                      • 8. Re: Approving Knowlegde Articles
                        Apprentice

                        Hello John,

                         

                        Yes, the "Test Analyst" has the current group set to "Service Desk"

                         

                        9.jpg

                         

                        I have performed further tests, by using my user (Ricardo Almeida), I have set my current group to "Service Desk".

                        10.jpg

                         

                        Test Manager is currently set as the manager of this group:

                         

                        11.jpg

                         

                        Logged in as my user (Ricardo Almeida), I have submitted an article.

                         

                        When logged in as the "Test Manager", I cannot see the pending approval article for this user, however, If I search for the article, I am able to find it and I have the options to approve/reject.

                         

                        Could this related to the actual setup of the query.

                         

                        Thanks in advance once again.

                         

                        Best Regards,

                         

                        Ricardo Almeida

                        • 9. Re: Approving Knowlegde Articles
                          John Stuart-Robson Employee

                          Very strange.  It might be worth creating a query on Article.  Add Create Group to the display attributes and check that the correct value is being set there.