Knowledge Management - Articles request & Contextual search

[Tommaso2]

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!

[Shubham_Jain · Accepted solution]

@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.

[GlideFather]

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??