How do I send draft articles to staff for content check and amend prior to finalising & publishing

[Josieb]

I’m the Knowledge Manager, and I review and approve knowledge articles. Before publishing, I need to send them to staff in other departments for feedback and input. Currently, I copy and paste the articles into an email, but the formatting doesn’t transfer well, making it time-consuming. I can't send them as a PDF, and while I could share a permalink after approving the article, it doesn't allow them to make edits directly. What’s the best way to share these articles to maintain formatting and allow real-time collaboration without adding them to the live database?

[HIROSHI SATOH]

One idea would be to circulate the workflow in a draft state so that it can be revised, or to create a draft in Word without using ServiceNow's functions and circulate it, and then import it after revisions to use the OOTB workflow.

[Eoghan Sinnott]

Hi, 

Have you considered the use of Approval Workflows and Ownership Groups? Approval Workflow would allow you to have a Workflow between Draft and Published called Review. You could give the users the ability to Edit draft articles, and when they submit them it then goes to you (or others) for final approval before Publishing.

Ownership Groups would allow you to create groups that manage specific sets of articles and give them approval on publishing.

Please consider marking my reply as Helpful and/or Accept Solution, where applicable. Thanks!

[Josieb]

Thank you I will look further into this.  My limitations will be if there is a special access or licencing fee associated with the reviewer role? 

[Eoghan Sinnott]

Hi, 

I do not believe that there are, but it would be best to speak with your account team to double check any information regarding fees.

Thanks,