Hi @amakri
I found one article regarding the topic, this might help:
The Knowledge Management application in ServiceNow uses a feature called "Duplicate Detection" to help users find similar articles before they create a new one. Here's how it works:
- When a user starts creating a new knowledge article, they enter a short description or title for the article.
- As they type, the system automatically searches existing articles for similar titles or content.
- The system uses a text indexing and search engine to find similar articles.
- The search results are displayed in a list below the short description field.
- The user can click on a result to view the full article.
- If a similar article is found, the user can choose to update the existing article instead of creating a new one.
- This feature helps to prevent the creation of duplicate articles and keeps the knowledge base clean and efficient.
Here are the steps to enable duplicate detection:
- Navigate to Knowledge > Administration > Properties.
- Scroll down to the Duplicate detection section.
- Check the box for "Enable duplicate detection".
- Click Save.
Remember, the effectiveness of duplicate detection depends on the quality of the titles and content of your knowledge articles. It's important to use clear, descriptive titles and to thoroughly cover the topic in the article content.
Regards
Shaqeel
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Regards
Shaqeel
