Reviewing and Approving Articles

The TeamDynamix Knowledge Base includes a built-in review and approval workflow that ensures articles meet your organization's standards before they become visible to end users. The approval process for new articles differs from that for previously submitted or approved articles.

In this article, we'll cover:

• Locating Articles that Need Review
  • Find New Articles from the Client Portal
  • Find Updated Articles from the Client Portal
  • Create a Custom Knowledge Base Report in Work Management
• Reviewing Articles
  • Review and Approve a New Article
  • Review and Approve an Updated Article
  • Rejecting a Draft

Locating Articles that Need Review

Find New Articles from the Client Portal

You can search for new articles that have been submitted for review from the Articles Pending Review search. Only articles you have access to will be shown.

To find new articles that are waiting for approval:

1. In the Client Portal, go to the Knowledge Base.
2. Click Articles Pending Review in the subnav. 
3. Click the article title, then proceed to the Review and Approve a New Article steps below.

Find Updated Articles from the Client Portal

You can search for previously published articles that have a new draft. Only articles you have access to will be displayed.

To find draft articles:

1. In the Client Portal, go to the Knowledge Base.
2. Click Search in the subnav. 
3. By default, the search parameters are set to display articles with the Approved status. To expand the search, also select Submitted in the Status dropdown.
4. Select the 'Pending' Draft Status.
5. Click the Search button.
6. Click the article title, then proceed to the Review and Approve an Updated Article steps below.

Create a Custom Knowledge Base Report in Work Management

1. In the Client Portal, click your name in the top right and select TDNext.
2. Click the View Applications button, then select Analysis.
3. At the top of the Analysis dashboard, click Reports and select New Report.
4. Select Knowledge Base Report.
5. Set up your report parameters.
   • Add the Draft Status column
   • Configure filters for the Draft Status​​​, ​​Status, and Published columns to target your report results.

   

6. Click Save and Run to view your results.
7. Click the article subject and continue with the Review an Article steps below.

Reviewing Articles

Review and Approve a New Article

To review a new article:

1. On the article page, click the Approve button.
2. In the Approve Article popup, check the Publish to KB box to make this article visible to all users who can view the Knowledge Base content.
3. Enter any comments. 
4. Click Save.

Review and Approve an Updated Article

To approve a draft and make the version available to end users:

1. On the article page, click the Draft Status 'Pending Review' in the right-side Details panel. Note: This is an important step. The visible revision might not be the most recent draft. If an 'Approve' button appears here, skip it and instead access the draft that is pending review. 
2. Review the content on the draft preview page, then click Approve This Revision.
3. Verify that the approved article is visible to users. Click the Settings tab and ensure the Status is set to Approved and the Published to KB box is checked.

You can also compare different revisions.

Rejecting a Draft

If there are issues that need to be resolved before publishing, the article can be rejected, and the author will receive an email with the details.

To reject the draft and notify the author:

1. Navigate to the submitted article.
2. Click the Draft Status 'Pending Review' in the right-side Details panel. If the Draft Status is 'None,' you are on the most recent version.
3. Review the content, and if it requires edits before publishing, click Reject (for new articles) or Reject This Revision (for updated articles).
4. Choose if you want to notify the draft author.
5. In the Comments field, enter details letting the draft author know why the article is being rejected.
6. Click Save.