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BMC Remedy Knowledge Management is configured for automatic approval out of the box. Did you know you can change this to require articles to be approved before they are published? There are several ways you can prevent those pesky misspelled or incorrect articles from being published for everyone to see. So let’s jump right into it.


A fresh install of Knowledge Management is already set to auto approve Retired, Cancelled, and Published articles. This means that any article that is promoted to any of the previous steps will be automatically approved.  In order to change this functionality you will need to disable any auto approvals currently configured, and implement Level one, Level All, or Ad-Hoc approvals. More information on this can be found here. Configuring Approvals


In the example below I will show you how this can be done.

  1. Navigate to the Application Administration Console and click on Custom Configuration. Access Application > Administrator Console > Application Administrator Console. Then click on the Custom Configuration Tab
  2. Find the Knowledge Management section and click the triangle. You should see a link for “Knowledge Management Approval Chains” and click on Approval Chains link to open it up. You should see something like the screenshot below:


      3. Modify the following three approval chains and set them to “proposed”

     RKM: AutoApprovalForPublish




This will disable the auto approve functionality for those three steps of the article status flow when working with the article.


Now that this has been done you need to decide how you want your approvals to work. Are you going to use RKM:Level one, Ad-Hoc, or Level All? You can find more information on what each chain does here. RKM Approval Chains


Let’s work with an example with RKM:Level One approval chain


RKM Level one needs at least one individual from the list of approvers to approve the process.  For example: User 1 has just submitted an article to be published and has selected the step “Publish Approval” in the knowledge workflow steps. This article will now be moved to “Approval Central” for a Knowledge approver to approve or not approve this article after it has been reviewed. The Knowledge Approver reviews the article for missing steps, format, or anything else that could be missing and either approves or denies the article.  It is the same scenario for Retired or Cancelled approvals as well. It is up to you how you want to configure this as there are many ways to do this based on the processes within your organization.


In order for approvals to work correctly, you will need a user that has “Knowledge Approver” functionality role. To assign this role conduct the following.


  1. Access Application > Administrator console > Application Administrator console
  2. Click View next to the People link to open the “People Form”
  3. Locate the user you want to assign the knowledge approval role, and click the “Support Groups” tab and then click “Support Group Functional Roles” tab.


     5. Click “Update Support Groups and Roles”  and add “Knowledge Approver” role to this user.


Important documentation for additional information.


How to configure approval chains for specific companies can be found here Configuring chains for specific company's.. This will help you set up the approval chains for multiple companies if you utilize multiple companies within your Remedy Action Request System.


In conclusion, setting up manual approvals can save time and headaches for knowledge articles that can be invalid or incorrect. Requiring approvals for cancelling articles can prevent users from accidentally clicking the Article Cancel button and automatically moving it to cancelled status. This would prevent an article from being searched on.


I hope this blog post is useful.  Please rate it below or add comments with your own experiences.


To see more like this, see the following:


The Pulse: Utilizing visibility groups to segregate knowledge articles

The Pulse : Registering External Sources into Knowledge Management.

The Pulse: Understanding and influencing what’s trending in Remedy Knowledge Management