Itsm

[siri_thalluri]

1)Can we import Word documents into the knowledge base?

2)Which of the below mentioned action requires itil_admin role?

Delete Incident

Resolve

Archive

Update

[Community Alums · Accepted solution]

Hi @siri_thalluri ,

For 1st :  Yes, we can, refer to this doc : https://www.servicenow.com/docs/bundle/xanadu-servicenow-platform/page/product/knowledge-management/...

For 2nd: Delete

[Community Alums · Accepted solution]

Hi @siri_thalluri ,

For 1st :  Yes, we can, refer to this doc : https://www.servicenow.com/docs/bundle/xanadu-servicenow-platform/page/product/knowledge-management/...

For 2nd: Delete

[AbdulNow · Accepted solution]

@siri_thalluriI hope you are doing well. Yes, you can 'Import Word Document' to create articles in Knowledge. There is a module called 'Import Articles' within the Knowledge application. Please see the screenshot below for reference.

 

2. )Which of the below mentioned action requires itil_admin role? Yes, with the itil_admin role, you can perform delete and update actions on incident records.

If my response was helpful, please consider selecting "Accept as Solution" and marking it as "Helpful." This not only supports my efforts but also benefits the community.

Best regards,

Wahid