- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
07-07-2025 12:54 AM
Hi all,
In the attached flow I see that the articles can be requested by the Knowledge User.
This articles requests are about knowledge that can be created from a task (e.g., incident, case, change, etc.)?
How generally a new article request can be raised?
Contextual search uses key words, right?
Many thanks!
Solved! Go to Solution.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
07-07-2025 12:56 AM
@Tommaso2 - Attachment is missing i guess. However, i have some thoughts on this as below:
1. Can Knowledge Articles Be Requested from Tasks (Incident, Case, Change, etc.)?
Yes — in ServiceNow, Knowledge Article requests can be initiated from tasks like:
- Incidents
- Cases
- Changes
- Problems
This is typically done using a "Create Knowledge" UI action or flow logic that allows a user (like a Knowledge Contributor or Knowledge Manager) to convert useful task information into a knowledge article.
How Can a New Article Request Be Raised?
There are multiple ways to raise a knowledge article request:
Common Methods:
- From a Task Record: Using a UI action like "Propose Knowledge" or "Create Knowledge".
- Via a Catalog Item: A user submits a request to create a new article.
- From the Knowledge Portal: Some portals allow users to suggest or request new content.
- Through a Flow or Workflow: A flow can be triggered when certain conditions are met (e.g., incident resolved with a specific resolution code).
3. Does Contextual Search Use Keywords?
Yes — Contextual Search in ServiceNow uses:
- Keywords from the task (e.g., short description, description, resolution notes)
- Natural Language Processing (NLP) (if enabled)
- Search Contexts to filter results by knowledge base, category, or user role
It helps users find relevant knowledge articles automatically when working on tasks.
✔️ If this solves your issue, please mark it as Correct.
✔️ If you found it helpful, please mark it as Helpful.
—
Shubham Jain
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
07-07-2025 12:56 AM
@Tommaso2 - Attachment is missing i guess. However, i have some thoughts on this as below:
1. Can Knowledge Articles Be Requested from Tasks (Incident, Case, Change, etc.)?
Yes — in ServiceNow, Knowledge Article requests can be initiated from tasks like:
- Incidents
- Cases
- Changes
- Problems
This is typically done using a "Create Knowledge" UI action or flow logic that allows a user (like a Knowledge Contributor or Knowledge Manager) to convert useful task information into a knowledge article.
How Can a New Article Request Be Raised?
There are multiple ways to raise a knowledge article request:
Common Methods:
- From a Task Record: Using a UI action like "Propose Knowledge" or "Create Knowledge".
- Via a Catalog Item: A user submits a request to create a new article.
- From the Knowledge Portal: Some portals allow users to suggest or request new content.
- Through a Flow or Workflow: A flow can be triggered when certain conditions are met (e.g., incident resolved with a specific resolution code).
3. Does Contextual Search Use Keywords?
Yes — Contextual Search in ServiceNow uses:
- Keywords from the task (e.g., short description, description, resolution notes)
- Natural Language Processing (NLP) (if enabled)
- Search Contexts to filter results by knowledge base, category, or user role
It helps users find relevant knowledge articles automatically when working on tasks.
✔️ If this solves your issue, please mark it as Correct.
✔️ If you found it helpful, please mark it as Helpful.
—
Shubham Jain
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
07-07-2025 01:29 AM
Hi @Tommaso2,
I cannot find the mentioned workflow (neither in workflow editor and not in workflow studio, ex-flow designer), can you please be more specific which one is that or to share the configurations and details of that workflow??
/* If my response wasn’t a total disaster ↙️ ⭐ drop a Kudos or Accept as Solution ✅ ↘️ Cheers! */