ServiceNow Learning 97: Versioning in Knowledge Management

[Shamma Negi]

Hi All,

Today I would be covering how we can create multiple versioning of an article.

The Article Versioning feature allows knowledge contributors to create multiple versions of a knowledge article. They can create a new version of an article from an existing published version.

All changes are stored in the new version of the article and the information in the existing article remains the same.

Note: When you create the version of an article it creates the different record in kb_knowledge table but keep the same number but the sys_id keeps on changing every time it creates the version.

3 frequent asked questions as mentioned below:

What does the script KBVersioningSNC do?

This is a Script Include that contains the article versioning related service method. You can create a custom definition for the required methods by overriding the method definition in the KBVersioning Script Include

How do you get a link to the latest version of the article regardless of which version the article is in?

 Accessing the article based on the sysparm_view parameter renders the latest version of the article accessible to the user:

• Knowledge V3: /kb_view.do?sysparm_article=KBXXXXXXXX
• KM Service Portal: /kb?id=kb_article_view&sysparm_article=KBXXXXXXX

Does the Permalink point to a draft or the published version of the article?

The article's permalink points to the latest version of the article "accessible" to the user

• For users with contribute access, the permalink redirects to the draft version of the article, if available.
• For users with only read access, the permalink redirects to the published version of the article.