If you're using ServiceNow's Knowledge Management module, you might have noticed a button labeled "Perform AQI" on your knowledge articles. But what exactly does this button do? And how can you use it to improve the quality of your knowledge base?
Knowledge articles are an important source of information for both employees and customers of an organization. It's crucial to ensure that the articles are accurate, up-to-date, and follow the organization's standards. One way to achieve this is by performing Article Quality Index (AQI) checks before publishing the article and it's a powerful tool for evaluating the quality of your knowledge articles. . In this article, we'll discuss how to perform AQI checks before publishing a knowledge article in ServiceNow.
Step 1: Create a Script Include:
- Log in to ServiceNow as an administrator.
- Navigate to System Definition > Script Includes.
- Click the New button to create a new Script Include.
- In the Name field, enter a name for the Script Include, for example, "HidingPublishbutton"
- In the Script field, add the following code:
checkAQI: function(kmGr)
{
var km_AQIGr = new GlideRecord('kb_article_checklist_summary');
km_AQIGr.addEncodedQuery('article=' + kmGr.sys_id);
km_AQIGr.orderByDesc('sys_updated_on');
km_AQIGr.setLimit(1);
km_AQIGr.query();
(km_AQIGr.getRowCount() == 0)
return (km_AQIGr.next() && km_AQIGr.state == 'submitted');
},
1.Click on submit to save the script include
Step 2: Edit the Publish UI Action:
Now that we have created the script include, we can use it to perform AQI checks before publishing a knowledge article
- Navigate to System Definition > UI Actions
- In the Name field, search with “Publish”
- Open Publish UI action which is there on the Knowledge table
- Update the condition field with the above script include name.
1.Click on submit to save the UI action
This code checks whether the article has passed the AQI checks and is not already published or under review. If the condition is true, the Publish button will be visible, and you can publish the article.
Step 3: Test and Publish:
Save the changes to the UI Action and test the AQI checks by trying to publish the article. If the article has passed the AQI checks, you should see the Publish button. If not, the button will be hidden.
Once you're satisfied that the AQI checks are working correctly, you can publish the article. By using the "Perform AQI" button and following these tips, you can improve the overall quality of your knowledge base and ensure that your employees have access to accurate and reliable information.
So next time you're browsing your knowledge articles, don't forget to click that "Perform AQI" button!😜
