I accidently published an KB article. How to recall the published KB Article

Rory6 · ‎11-12-2020

I accidently published an KB article. I need to retain version 1 and not check it out which would result in a version 2. How to recall an article accidently published

Michael QCKM · ‎11-19-2020

Rory,

There's no "easy" way to do this, and it's mostly because the system is not designed to detect whether anything was changed, etc. in the original.

One thing to remember is that ServiceNow is NOT a Knowledge Base, but a software Platform which supports ITIL functionality, and has a Knowledge component. It is not as robust as a standalone Knowledge Base would be for handling Knowledge Management specifically, but it is an excellent tool for aligning IT services with the needs of business.

Below is the process we use... not the most elegant, but it works. It does increment the Version counts, but in the end, you end up with your desired result... just creates extra records (which sometimes are helpful)

Resolution

Note: Special permissions are required for this task.

To roll back to a previous version, the article must be in a Published state.
- Any current drafts should be deleted.
Open the most recent version of the article and click the Latest Version link.
- This is located at the top left corner of the article.
- A list of previous versions will appear.
Click on the version number you wish to roll back to.
- The version number will be a link.
- The previous version of the article will open with a message at the top letting you know there is a newer version available.
Click the Edit button to open this previous version for editing.
Click the Make this Current button located at the top-right corner of the editing window.
- Your article will roll back and become a new version. You will see the following message:
Edit the article as needed.
- This new version will be a draft version and be opened in an editing window.
Click the Publish button to move it to the Review queue when it is ready.

View solution in original post

Slava Savitsky · ‎11-12-2020

Delete the article and create a new one?

Blog: https://sys.properties | Telegram: https://t.me/sys_properties | LinkedIn: https://www.linkedin.com/in/slava-savitsky/

Rory6 · ‎11-13-2020

Although a logical reply, what you are telling me is there is no way to recall a published document. Wow! that is one GAP that know needs to reconsider.

Slava Savitsky · ‎11-13-2020

Let's not confuse knowledge management with document management.

With Managed Documents plugin, you can check documents in/out and roll them back to an earlier version if needed. Knowledge Management is a different application with its own capabilities and limitations.

In fact, most ServiceNow processes are forward-looking because the goal is to simplify things and make them work more efficiently. In my opinion, trying to avoid the ping-pong or recall/resubmit approach fits very well into this philosophy.

Blog: https://sys.properties | Telegram: https://t.me/sys_properties | LinkedIn: https://www.linkedin.com/in/slava-savitsky/

Rory6 · ‎11-13-2020

We arent budgeted for any new modules that's why were using knowledge but the reasoning is logical.