Knowledge article subscription - notify what has changed

[Leri Andrews]

We allow users to subscribe to articles but not knowledge bases.  Users get a notification email that 'article x has been updated' but have no way to see whether there has been a fundamental change to the copy or whether the new version was just a typo correction or a change in category etc.  

Authors can do the side-by-side comparison of versions from the back end, but there is nothing for the end-user as far as I can see.

Am I missing some OOTB functionality or has anyone had to build something to do this?

[Mike Van Vooren]

@Leri Andrews - Have you been able to come up with a good solution for this?  I know it's been 2 years since you posted this, but I get the same feedback in general about comparing versions easily to see what is different.

[Kim27]

Hello, as ServiceNow continues to develop the service operations workspace, many features have become available there. This includes the ability to compare article versions. 

1. Click on Service Operations Workspace (once in the workspace, you can search using the search bar if you have the KB number you need)
2. From the left navigation, click on the list view
   1. Scroll down to knowledge and click "all articles". You can set filters if needed.
   2. Click on a KB number to open the article.
3. Click on "Related Records"
4. Click on "Article Versions"
5. Select two versions
6. Click "Compare"
   You will see the differences between the two versions are highlighted. 

[Tom_T]

Can you pls advise what role(s) do I need to see 'details'?

If I click it - it just shows the article itself - no details or related records.

Thank you.

[Kim27]

Hi Tom, when you click on the article if you are seeing it in the "article view" mode, click on "edit". That may get you the details tab if you aren't seeing it. I have the knowledge admin role.