Easing the process for knowledge base authors and editors

Based on client feedback and to continuously improve the user experience, the Service Management team made the following ServiceNow knowledge module updates:

• For articles requiring no other changes, staff members with the author and external editor roles can now extend an article’s expiration date without checking it out and submitting it for review and approval.
  • This update improves the efficiency and timeliness of the knowledge extension process.
• When navigating to the Knowledge Base section, the default list view of ‘All’ now includes a column for the version number so that reviewers can more easily locate the newest article version.
• We removed redundant notifications to reduce ‘noise’ for individuals with Knowledge roles within ServiceNow.
• Individuals with knowledge approval authority may now execute approvals and rejections within the Agent Workspace.
  • This change simplifies the approval process because approvers often use Agent Workspace to compare previous versions of an article to the newest version before approving. Individuals with ITIL access to ServiceNow and knowledge approval authority may follow the steps outlined in ServiceNow article KB0026018 (login with NetID and password may be required) to approve or reject a knowledge article in the Agent Workspace.

Need help?

For help with any service management topics, you can always send an inquiry to the IT Service Management team with questions (login with NetID and password may be required).

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