How to update a knowledge article
Intended for:
Service providers who want to update a knowledge article in ServiceNow.
Scenario/Use case:
This article describes how to update an article in ServiceNow.
When you update a knowledge article in ServiceNow, you will be required to check out the article before you can edit it. In addition, before your article can be published or your updates to an existing article will appear, you will be required to click the “Publish” button. Depending on the knowledge base, an approval workflow may kick off.
There are two types of versions of knowledge articles: major and minor. Minor versions include updates to an article that has not yet been published. Changes in minor versions don’t appear to end users until the article is published as a major version. Major versions include updates to an article that has already been published and is available to users. Depending on the knowledge base you are using, these updates may kick off an approval workflow. Once the workflow has completed, the new major version will be published and available to end users.
This article details how to:
- Check out an article for editing.
- Update your article and save those changes.
- Publish your updates.
Instructions:
Checking out an article for editing
1. Log in to ServiceNow at https://servicedesk.fnal.gov and navigate to the classic view.
2. Navigate to the article you want to update and click Edit at the top.
3. Click Checkout.
You will see the message A new version of the article is created for revision. This means a new minor version has been created for this article.
Updating your article and saving those changes
Make changes to your article. To save your changes, click Save at the top. Your article will be saved in a minor version.
Notes:
1. For end users to see your changes, you will need to publish your updates by clicking Publish. This will generate a major version.
2. You can also use the Update button at the top to save your changes. Please note that once you click that button, you will exit the edit mode.
Publishing your updates
To publish your updates, click Publish.
If your article is in the “Self Help” knowledge base, which is available to end users, you will see the message "This knowledge item is in review". This means the article has been sent to the ITIL Usability, Knowledge and Communications Group in the Information Technology Division for review and approval. Once the article has been approved, end users will be able to see the new version of the article.
If your article is in the “Computing Services” knowledge base, you will see the message "This knowledge article has been published" and service providers will be able to see the new version without requiring any approval.
For questions about other knowledge bases, contact the knowledge base owner or the Service Desk.
See Also: