Managing KCS article states

Manage the readiness of KCS articles and comply with regulated information using KCS article states.

For information about the KCS article states, see KCS v6 Practices Guide.

For information about all the KCS roles, see Knowledge Management roles.

Activation information

Activate the Knowledge Management KCS Capabilities plugin (com.snc.knowledge_kcs_capabilities) to enable the use of KCS roles (kcs_contributor, kcs_publisher, and kcs_candidate) and metadata fields for the KCS article state (governance and confidence). For more information, see Activate Knowledge Management KCS Capabilities.

Note: If you are not an admin and has either kcs_contributor or kcs_candidate roles, you cannot retire an article.

Article confidence

The confidence state of an article indicates where the article is in its life cycle. Only users with the knowledge_coach, knowledge_admin, kcs_contributor or kcs_publisher role can modify the value of the Confidence field.

For articles existing before the Knowledge Management KCS Capabilities plugin (com.snc.knowledge_kcs_capabilities) was activated, the Confidence field is automatically set to None.

If an article is created after the Knowledge Management KCS Capabilities plugin (com.snc.knowledge_kcs_capabilities) is activated, the Confidence field is automatically set based on the workflow state of the article.

Article governance

The governance state of an article indicates which users can manage articles specific to a regulatory requirement, either experience based or compliance based. Users with contribute access to a knowledge article can modify the value of the Governance field.

Parent Topic:Using Knowledge Management

Related topics

Create a knowledge article from an incident in ITSM Agent Workspace

Create a knowledge article in Agent Workspace