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

tamo · ‎04-19-2018

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 · ‎05-17-2018

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?

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Becky Lineberry · ‎07-10-2019

Michael, how are you getting on with this solution? I'm intrigued, it could potentially be really useful for my team and would love to know more about how it's working out for you.

michaelrfisher · ‎07-10-2019

Funny story.

We rolled it out in October 2018, in the configuration described in my original post, and it worked *great*. Our experienced Service Desk team, with the benefit of active coaching and engagement by SD supervisors, began generating a body of useful, quality knowledge articles as a direct by-product of their activity solving user problems. Resolution times dropped, and valuable knowledge articles were added to the KB.

Then Senior IT management implemented an outsourcing plan. Our existing SD team was let go, and a new offshore Service Team took over. Since they were still finding their legs and learning our organization, the quality of the KCS content being generated dropped significantly - we were getting lots of garbage content in that KB, with the result that quality content was being crowded out for the SD, and overall knowledge effectiveness was impacted.

So, in June 2019 the KCS knowledge base and its associated code were deactivated. In a year or two, when this Service Desk team has matured, they might be ready for KCS. But there's a minimum level of maturity from both the front-line techs and from SD management that is needed for KCS to work, and while our old team had that, the new one doesn't.

Michael QCKM · ‎07-10-2019

Sad sad sad... I'm sorry Mike. It seems to be the standard now.
Honestly, it would be nice if SN developed something OOB, so users like you wouldn't have to custom stuff, and ALL users could actively embrace the KCS methodology to resolve issues instead of creating Incidents.

I was saddened to hear from Sarup that I shouldn't try to implement Suggestions because they were likely deprecating it... I see the real value in a "different" article type to distinguish knowledge created in the workflow from knowledge created outside of it, but I'm also saddened to note that no vendor representative is acknowledging/addressing these issues posted in these Communities.

Michael QCKM · ‎11-11-2019

I wonder what the traction on this vital component of KCS Knowledge Management is?