How is a Knowledge Article requested?

AB6 · ‎12-20-2023

Hi Experts!

I am trying to understand how is Knowledge Article requested?
Is there a Request Item or a Record producer to request the creation of a new Knowledge Article?
I am looking for a request item but I only see the one which allow to request a new "Knowledge Base", but I want to know which is refered in the process flow overview.

I hope you can help me.
Regards

#knowledgeArticle
#KnowledgeBase
#KnowledgeManagement

jMarshal · ‎12-20-2023

OOB, there are a few ways to "initiate" a KB article lifecycle -- you can "Report a Knowledge Gap" from Incident Management in workspace (Report a knowledge gap from an incident (servicenow.com)) or you can generate a Knowledge Feedback Task, from an existing KB article (How to set up Knowledge Feedback and Knowledge Feedback Task - Support and Troubleshooting (servicen...)

...other than a few very specific pre-defined scenarios, as @Dr Atul G- LNG states, this is a business process decision that would need some internal discussion and custom infrastructure to support. IE - if you want someone to be able to suggest a KB article, which doesn't already exist (for whatever reason) you need to develop a vehicle for that use case (likely, a record producer or catalog item). Or perhaps the need for the article creation is due to the deployment of active development (supporting documentation for the app or feature being released, for instance) in this case it may be a task in your development lifecycle to have someone begin the article with that intent.

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Dr Atul G- LNG · ‎12-20-2023

Hi @AB6

It is the local process at your client side. There are many way

- By seeing similar incidents

- Prb without the articles

- Any MI happened and need to take lesson learnt

and many more

It is as simple, as if we want to teach something our kids , so we need some way and here the agent feel there must be something he/she need to resolve incident / PRB or change , need some written stuff.

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Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
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AB6 · ‎12-20-2023

Hi @Dr Atul G- LNG
Thank you for your quick response.
Just a question, where can I found the OotB place that make refere the Knowledge Management Process Flow Overview?
I there something OotB in the Service Catalog?

or How can I Request a new /update Article?

Dr Atul G- LNG · ‎12-20-2023

Hi @AB6

The best is

nowlearning.servicenow.com/nowcreate

Once you login Go to Asset (3 Tile) --> Under that search for Knowledge Management process Guide or pPT

In that you will get the SN standard process flows.

Please mark my answer as solution accepted.

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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AB6 · ‎12-20-2023

Sorry, I am not looking for documentation
I want to know in a servicenow instance, where is the place where an Knowledge Article can be Requested?
I mean, is there some request item in the Employee Center or in the Service Portal ?
or how is a Knowledge article requested?