Reviewing Knowledge Records

Owned by Chilukuri Srinivasa Reddy (Unlicensed)
Last updated: Apr 23, 2024 by Mayuresh Balaji Kamble (Unlicensed)Version comment

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Feature released in SummitAI Service Management (Sierra SP1 HF01)

What's New?

The Knowledge Record Author can now send the Knowledge Records in Draft status for review to the Reviewers (Workgroup Authors) before they submit the KR for approval.

Business Benefit

The Knowledge Record Authors can write better Knowledge Articles by sending them for reviews and incorporating the inputs from the various stake holders before saving them as Knowledge Records. This also reduces the time spent in the approval cycle when a Knowledge Record is saved and sent for the formal approval process.

Prerequisites

A Knowledge Record in Draft status can be sent for review. For more information, see To Save KR as draft in Adding Knowledge Records. 

Workflow

Following process flows describes the review process of the draft KRs:

review process of draft KB
Figure: Review Process of the Drafted KR

Sending KR for Review

The KR Author performs the following steps to send a draft KR for review:

  1. Select the Open For Review check box to make the KR available for review. 
  2. Selects the review completion date and time. During the specified date and time, the selected Reviewers can review the KR and provide review comments. 
  3. Selects Reviewers (belonging to the Workgroup) for reviewing the drafted KR.

After the review date (and time), the SUBMIT button is enabled. The Author can send the KR for Authorization and Approval.

To send the KR for Review:
  1. Open a draft KR.
  2. On the ACTIONS panel, click REVIEW.

  3. Specify the REVIEW CONFIGURATION details, such as Review End Date and Reviewers.

  4. Click SAVE DRAFT.

Reviewing Draft KRs

Reviewers (Workgroup Authors) receive mail notifications when KRs are submitted for their review. They need to perform the following actions:

  1. Review the KR and provide comments.
  2. Select the appropriate review status as Yet to Start, In Progress, or Completed while doing the review.
  3. Submit the comments by saving the KR as draft.
To review the Knowledge Record:
  1. Open the KR that is in Draft Open For Review status from the Knowledge Record List.
  2. On the ACTIONS panel, click REVIEW. Specify the review comments.
  3. Click SAVE DRAFT.

Incorporating Review Comments and Submitting KRs for Approval

The KR Author is notified about the review comments. The Author/Reviewer can view the history of comments under the REVIEW COMMENTS section.


Figure: History of Review Comments

After the review comments are incorporated, the KR Author can submit the KR for approval.

Summary

  1. The KR Author sends a draft KR to Reviewers (Workgroup Authors) for review.
  2. The Reviewers submit comments on the drafted KR.
  3. The Author incorporates the comments received from Reviewers.
  4. On completion of review and review comments incorporation, Author submits the KR for Approval/Authorization.