Enforcing KB Article Usage on Incident Closure – Looking for Feedback

Andrew Meza
Tera Expert

2 hours ago

Hi everyone,

Our management team is considering making it mandatory for agents to attach a Knowledge Base Article to every incident before it can be resolved or closed.

I wanted to get some feedback from others who may have implemented something similar.

  • Is it actually possible to enforce this requirement in ServiceNow in a practical way
  • Have you seen this approach work well in real environments
  • Does it improve knowledge adoption and incident resolution, or does it create unnecessary overhead for agents

I would really appreciate hearing your experiences, lessons learned, or recommendations before we move forward with this idea.

Thanks in advance for your insights

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Kieran Anson
Kilo Patron

34m ago

Hi,

Yes it can be done, however I personally don't see it as something beneficial. Having seen it implemented at a customer, all it really did was cause friction. What the data showed was the same few KB articles were being used to "bypass" the restriction. 

 

Incidents are fast-acting resolution. By enforcing the population of a knowledge article you end up slowing down that operation. 

 

What is the drive for management? What benefit do they forsee? Id strip back and ask some really targeted open-ended questions to provide at the rational and see if an alternative solution may produce the result they're expecting 

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