What is the purpose of using KB Submissions?

[shannont]

I am trying to confirm the purpose of KB Submissions as it is not what I would expect based on what I'm able to find in documentation etc.  I am looking for a way for non ITIL users to request knowledge article creation.  We have some users who have value to share, but are not daily application users, so would not warrant a full ITIL license.  These are snc_internal users, not ITIL users.  I assumed this would be the purpose of KB Submissions, but the information I find suggests otherwise.  Thanks in advance!

[Anais Geisen]

Hi,

As I understand, Knowledge Submission is used for creating knowledge from incidents and problems. You have to configure system properties also.

https://docs.servicenow.com/bundle/madrid-servicenow-platform/page/product/knowledge-management/conc...

https://docs.servicenow.com/bundle/madrid-it-service-management/page/product/problem-management/conc...

Those 2 links will help you to understand 🙂

Regards

[shannont]

Thank you.  I did read those areas previously but honestly it didn't make sense to only limit it to creating from Incidents & Problems.  I would rather use that option for non itil users but I couldn't find anything suggesting that was the intent or possible.

[Basant2]

Hi, I stumbled upon this post as I was facing a similar issue, wherein non IT users need to contribute for KB article creation. May I know over this time, were you able to find something helpful and was this issue addressed?

Much appreciate if you could please share any best practice on this.

Thanks

[Michael QCKM]

We were told that Submissions were being Deprecated, and as such we never opted to use them, BUT... we still have the same need you do... Wanting end users to be able to submit Knowledge - NOT AS DRAFTS... because they need to be identified separately from Internal Knowledge Workers creating Knowledge.

If there is such a method (formerly known as the "to-be-deprecated" Submissions) We'd LOVE to know about it!