Knowledge Workflow Detail
This report produces a list of articles that are currently in progress within a workflow stage. These may be new articles on their way to publication or existing articles in the process of being updated and re-published.
The report provides key details about each article such as its owner, article type and KB folder. The report shows the current status of each article, including which workflow stage it is at and how long it has been there, to identify articles whose progress has stalled. The report shows whether an article is currently checked out and by whom. Finally, the report also shows the previous stage that an article came from to arrive at its current stage, so it is possible to see if articles have skipped stages or been sent back to earlier stages for rework. This report is based on a snapshot which is updated every six hours, and the data is accurate as of the time the snapshot was taken.
There are six versions of this report which provide the same details about each article but use different parameter set types:
- By Workflow
- By Stage
- By Owner
- By Workflow and Type
- By Stage and Type
- By Owner and Type
The latter three versions of the report use the Article Type Advanced filter, which is saved as a secondary parameter set on the report. This allows fine-grained filtering of article types, including being able to select specific custom article types. Note that article types with the same name across departments are listed individually in the parameter set screen (including standard types), so it may be helpful to search within a particular department folder when building the parameter set to ensure you select the correct instance of an article type.
The report may be found under the following path: Root > Reports > Knowledge Reports > Workflow Tracking.
The report includes the following columns:
Article Name
The article that is in progress within the workflow at the time of the last snapshot.
Article ID
The ID number of the article.
Owner Name
The user who owns an article. This user is designated in the article properties.
Department
The department to which the article belongs.
KB Folder
The knowledge base folder which an article belongs to.
Article Type
The type of article. Different types of article within the same folder may require different workflows.
This column is substituted with Article Type Adv in the versions of the report that support advanced article type filtering. Article Type Adv shows largely the same information but names specific custom article types rather than grouping them into a ‘custom’ bucket.
Workflow Name
The workflow to which the article is assigned (at the time of the last snapshot). This depends on the KB folder and/or article type.
Stage Name
The workflow stage to which the article is assigned at the time the report is run (at the time of the last snapshot).
Days in Stage
The number of days for which the article has been assigned to its current stage (at the time of the last snapshot).
Checked Out By
The user who has the article checked out (at the time of the last snapshot). If no user has the article checked out, then this column will be blank.
Previous Stage
The workflow stage to which the article was assigned before the current stage.
Typically, this column will show a stage that comes before the current stage in the workflow, but it will show a stage that comes later in the workflow if the article has been sent back to the current stage for rework. If the current stage is actually the first stage in the workflow, then this column will be blank.
Accurate at the time of the last snapshot.
Days in Previous Stage
The number of days for which the article was assigned to its previous stage, before it was sent to the current stage. If the current stage is actually the first stage in the workflow, then this column will be blank. Accurate at the time of the last snapshot.
Sender to Current Stage
The last user to work on the article during the previous stage. If the current stage is actually the first stage in the workflow, then this column will be blank.
Snapshot Time
The date and time at which the snapshot data in the report was last updated. The status and durations of each article are correct as of this time. A new snapshot is taken every six hours