Default KB document structure, quality assessment and manager approval
We have a defined set of KB documents that we need to be in place for each customer, which need to be completed before we can complete onboarding (e.g. Design, Contacts, SOW, OLA etc). This is achievable (loosely) using processes, but there are no controls to prevent a step being marked as complete without the corresponding document being created properly.
Whenever a customer is added, the KB should be populated with a set of empty unpublished templates and their completion should be tracked in the same way that document quality is tracked for Assets (% complete per customer). If this could feed into a process step (100% completion = step completed), that would be a bonus.
Quality assessment would require the ability to mark a KB document or template as mandatory, or tagged with the process step - each document is marked as done when it is in a published state.
Document review / approval has already been mentioned in a few RFEs - but I haven't seen RBAC mentioned - the ability for only some users to approve KB articles before they can be published (based on Groups, ideally pulled in from AD). In our case, we want our technical SMEs to be able to approve documents, but not our operations team.
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