Clarification Need on Knowledge Management

[EricG]

Hello Team:

It's been years since I've had to "Start Up" a knowledge base, but here I am.

I've got pretty much everything work:

1. Two Stage approval process to Publish (working and notifications going out)

2. Basic setup and Categories.

3. Article Templates

4. etc.

I had just a couple of questions asked that I can't find answers to.

1. Related Articles from Article View.   Where is this used?  how is it presented?  i don't see it on Document View or Portal.  So I'm wonder if not that useful.
(e.g. Outlook Setup doc, related to Outlook Know Errors, etc...)

2. Where is the the Image used for articles?  Documentation says it shows next to Short Description, but I don't see it.

3. Is there an easy way to update the Search Results to

    a. Set sort by to Views and not Last Updated?

    b.  But Fields show in the results.  AKA Configuration Item if it's listed on the article.

4. Best Practice for Review of articles.  I have them to expire after one year.

    a.  Send a report of "Soon to Expire" articles with instructions to Check out/Update or Retire?

    b.  Use a scheduled job to set Article to Draft??   Clueless here and would live suggestions and examples.

Thanks.

[Dr Atul G- LNG]

Hi @EricG 

Greetings!!

Hope my answer help you.

I had just a couple of questions asked that I can't find answers to.

1. Related Articles from Article View.   Where is this used?  how is it presented?  i don't see it on Document View or Portal.  So I'm wonder if not that useful.

--> As per my experience it is used if you search other article and the key word matches with the related article. (it show in bottom)

(e.g. Outlook Setup doc, related to Outlook Know Errors, etc...)

2. Where is the the Image used for articles?  Documentation says it shows next to Short Description, but I don't see it.

3. Is there an easy way to update the Search Results to

    a. Set sort by to Views and not Last Updated?

--> As per my knowledge No way to do this. or if i never noticed, search come on basis of most viewed.

  b.  But Fields show in the results.  AKA Configuration Item if it's listed on the article.

4. Best Practice for Review of articles.  I have them to expire after one year.

    a.  Send a report of "Soon to Expire" articles with instructions to Check out/Update or Retire?

--> We used this method in our project and it succeed. A good email with report attached in 1 month before expire sent to author and if author is not active, then report goes to author manager and Knowledge base manager.

    b.  Use a scheduled job to set Article to Draft??   Clueless here and would live suggestions and examples.

-->Not a recommended one from my point.

Please mark my answer helpful or solution accepted if it serves the purpose.

Regards

Atul G

[Dave Littlejohn]

1. Related Articles - Used to show in portal. Example:
   

   If your portal doesn't show it, make sure the widget, Knowledge Related Articles, is on the page.

2.  I don't believe this is used anymore and has been removed from the form. You can manually add it back to the form view, but I haven't noticed the image actually showing up anywhere:
   
3. Search Results are sorted in the Knowledge Properties. The options I see are Relevancy, Views, Last Updated:
   
4. I use the system property, glide.knowman.enable_article_expiry_notification, which sends an email notification on the first of the month for next month's expiring articles. This is an an out of the box notification with more details located here: https://docs.servicenow.com/bundle/utah-servicenow-platform/page/product/knowledge-management/concep...

I hope this helps!