Change Authors for Knowledge Articles

[sabhish]

Hi,

I was wondering if we can change the Author Name for a knowledge article and replace it with a Group Name that includes more than one Authors.

Thanks for help.

[John Zhang1]

This field - Ownership Group is on kb_knowledge table.  There are OOB to hide this field on KB article form.

[sabhish]

In case there is any other way where users apart from the author can also get notification for the knowledge articles then please let me know. It will be greatly appreciated.

[Prasad Pagar]

Hi,

There are way. These are OOB notification get sent for Knowledge

https://<instancename>.service-now.com/sysevent_email_action_list.do?sysparm_query=active%3Dtrue%5EcollectionLIKEKnowledge&sysparm_first_row=1&sysparm_view=&sysparm_choice_query_raw=&sysparm_list_header_search=true

See if you can utilize

Thank you
Prasad

[PAWAN K]

Recommendation:

If I were you, will not change the Author Name for a KB and replace it with a Group Name for the notification's sake. Why?

There are benefits to know the author of a KB apart from using it in analytics:

1) To understand who experienced the problem solving or fulfilling a request, and documented the experience in the KB.
2) To understand the contributor.
3) To understand who solved it so for similar issues can taken be assistance from if required.
4) To understand who is solving what (in case you have "draft" KBs in the scope of the internal search), and can be collaborated with if you are solving the similar or you know by experience how to solve it faster.

Following the ITIL's RACI model, we have the following metadata fields for the KB: Responsible Owner (Author), Assignee Group (Product/Service Support Group), Assignee (Individual Reviewer/Publisher). In case of a change in the KB, the notification is triggered to the assignee group.

You will have plenty of benefits for implementing the model, especially in reports/analytics.

[shannont · Accepted solution]

Hi Sabhish,

It sounds like you want to use Ownership Groups.  Please understand that they do more than just manage who the Author is.  Read the docs here: https://docs.servicenow.com/bundle/quebec-servicenow-platform/page/product/knowledge-management/task....