Knowledge article periodic review

[Surbhi Kaushik]

Hi,

We try to periodically review knowledge articles once a year. Hence, the 'valid to' date is set to one year from the date of creation by default. When someone receives a notification to review the article, they need to manually change the valid to date (by one year) if they have made changes to the article otherwise they just leave it as is, which causes confusion if the article has been reviewed or not.

My question: Is there a way to automate the valid to date whenever the article is reviewed?

Any technical or process update recommendations are welcome.

Thanks in advance.

[Erik24]

Hi,

You can set validity on the Knowledge base level by entering a number of days in the Validity field. If the article is reviewed the date will automatically be updated based on that value. The article must be checked out and published again for this to work.

You can read more here: https://docs.servicenow.com/bundle/tokyo-servicenow-platform/page/product/knowledge-management/conce...

Regards,

Erik

[mbernste]

I know there is a way to definitely automate it as this was a requirement of mine when I designed the knowledge management process our development operations team was able to do it for us, so I am not sure how it was done.  In our case the entire process is automated--30 days before reviewing an e-mail goes out to the author to either extend as is, request for retirement, or update.  If they click on extend it auto extends the review by a year, if it needs an update, they are taken to the article in edit/checkout mode for them to update and publish and if they click retire it does just that.

[Surbhi Kaushik]

Thank you for your response. 

This works. just wanted to know how did you make sure people actually reviewed the KBA and not just click on extend the validity? Because this issue is something we face a lot.

[eric115]

When I took over knowledge for our organization - we have a link in the form under "Related Links" called, "Complete Knowledge Review".  I have always assumed this was provided by ServiceNow, but I could be mistaken.  You may want to look into that and see if it is an option.  When you click on it - it automatically extends the article valid to date out one year later.  The article doesn't need to be checked out to perform this function.  I'll ask my predecessor if she added the link.