Publishing a Knowledge Base Article | Ad hoc Workflows

Integrating Ad hoc Workflows with OmniFocus

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The following article first appeared as a guest post in Atlassian's Confluence Blog.

A frequent use case for Ad hoc Workflows for Confluence is that of Publishing Articles to a Knowledge Base.

The FAQ Creation Workflow is one such workflow. Designed for promoting Frequently Asked Questions into a Knowledge Base it was designed by one of the largest online music stores.

Why do you need a workflow?

This is a classic knowledge management need: a knowledge base of notable issues and practices for customer support agents.

All staff need to be able to contribute content, but such contributions must not become public until checked by an expert, with the right expert designated by an administrator. Once that expert has done their checking, they hit publish to get the article on the support site.

Push notifications to the right people

Notifications for document responsibilities are key to this workflow, so the workflow handles notification to admins, subject matter experts, authors, and admins.

Users can suggest a potential FAQ article worthy of consideration for publishing by submitting it for review, escalating attention to management. After a couple of checks from peers and management, and any necessary edits, it can be published for all to see.

With Comalatech's workflow exchange you can take and install it in seconds. Then, with our workflow editor you can drag and drop modifications. Finally, and if that's not enough control, you can dig into the workflow and customize to your heart's content.

Take a quick tour! From Confluence Admin > Workflows > Import import the FAQ Creation Workflow. Then apply it to a space in a snap.

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