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

Sorry I misunderstood your point. @jMarshal defined it very clearly.

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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.