Currently out of the box RKM does not support approvals based on support group. The functionality is to search for the knowledge approval functional role based off of company. I would like to have this based off of support group instead. |
This knowledge article may contain information that does not apply to version 21.05 or later which runs in a container environment. Please refer to Article Number 000385088 for more information about troubleshooting BMC products in containers. This can be done by a slight customization. Please keep in mind that this is a customization and technical support for individual support groups is not an out of the box feature just yet. Step 1. You need to create individual approval chains for your support groups in the following
In the qualification window you need to have the qualification such as: 'ArticleStatusEnglish' = "Publish Approval" AND 'CurrentAssigneeGroup' = "Frontoffice Support" Disable the Auto Approval for Publish. Step 2. You will need to create mappings for each support group
Step 3. Navigate to the approval admin server In the rules tab select the RKM approval type you are working with. For example RKM_Level_One or RKM_Level_All Select RKM_Level_One:Get Next Approver-Grp and click View In the set fields qualification change it from: Actual Qualification: --------------------------------------------------------------------------- ('Assignment Availability' = "Yes") AND ( 'InstanceId' = $InstanceId$ ) AND ( 'DocID' = $DocID$ ) AND 'Approval Sequence' != $\NULL$ AND 'Group/Individual Flag' = 1 AND 'APR Phase Company' = $Temp Char 2$ ---------------------------------------------------------------------------- Modified Qualification: --------------------------------------------------------------------------- ('Assignment Availability' = "Yes") AND ( 'InstanceId' = $InstanceId$ ) AND ( 'DocID' = $DocID$ ) AND 'Approval Sequence' != $\NULL$ AND 'Group/Individual Flag' = 1 AND 'APR Phase Company' = $Temp Char 2$ AND 'Support Group Name' = $CurrentAssigneeGroup$ Save and test |