Is KB Submission still supported by Service Now? Will we be able to activate KB Submission workflow in Kingston release?

[tamo]

We would like to know if Service Now still supports KB submission module. Will it be possible for us to activate KB Submission workflow in Kingston?

Our Requirement is ,When knowledge check box is checked in incident form and we close it, instead of creating a draft article flow should create a submission request.

Please help us to understand howto activate it.

Regards,

Tamo

[michaelrfisher]

I need this capability also. I do see that the capability still exists in Kingston by setting glide.knowman.submission.workflow to TRUE, but I am not able to find any mention of this functionality in the Kingston documentation - which implies that it might be something SN is phasing out.

@SarupPaul, any enlightenment here?

[michaelrfisher · Accepted solution]

Tamo, it does appear that you can trigger a Submission record be created (instead of a draft article) by setting the property glide.knowman.submission.workflow to True.

OOTB in Kingston, this is only triggered when the incident is Closed, not when it is Resolved. That's something I'd need to change for our company, because all our incidents get auto-closed 5 days after being resolved - we would need the submission created at time of resolution.

That said, we still don't know if submissions are a feature that's being deprecated. @SarupPaul, where are you?

[Michael QCKM]

We too understand the value of allowing and using Submissions - rather than have the "Create Knowledge" in Incidents create a regular Draft. Moving the "potential" article to another workflow allows for easier identification of articles created/submitted in-the-workflow versus manually created Drafts outside of the workflow.

I do agree with Tamo and michaerfisher that changing the setting from "wait 7 days for the Resolved Incident to Close before the Submission is created" to create the submission immediately so it can be used in the very next Incident that it might resolve, even if it is not yet "trusted/Published".

The KCS method suggests that the way to KNOW if a Draft is useful (or a Suggestion), is to make it available for use, but to KNOW that it is a work-in-progress, and as such, not fully vetted/trusted.

I would like to see ServiceNow continue to embrace KCS in the OOB tool more and more. @SarupPaul, where are you?

[michaelrfisher]

I am currently very close to releasing our own home-grown version of a KCS solution. We're setting up a KB visible only to the Service Desk, and establishing a field on the Resolution tab of the Incident form that's mandatory for Service Desk workers, where they indicate whether they found relevant knowledge. If no relevant knowledge was found, the Resolution Notes are turned into a Draft article in that SD-only knowledge base, and is immediately visible to all SD workers. When one of these articles' Use Count hits 3, the article is automatically placed in Review state and the SD's knowledge team is notified they've got a live one. The knowledge team then assesses and cleans up the article, then publishes it into the main knowledge pool.