Viewing Changes In Knowledge Articles

[Chrislgarrett9]

Good day!

As I have progressed with maturing our Knowledge Management systems in ServiceNow, the one question/feedback I get quite often is "How can I tell, what changed in a Knowledge Article?"

I have not been able to find anything other than comparing the two documents side by side, but do we have a way to view a side panel or even have a comments field required on what was changed so that the approver or AQI performer can see and watch for those changes?

Thank you!

[Vickie Runyon]

The Compare feature in a workspace (Next Experience) is leaps and bounds above the compare feature in Classic. It shows the two versions side by side in HTML format with colors and strikeout so the changes are easily visible. As Knowledge Manager, I use this feature daily when approving article changes or gathering coaching data (Content Standard Checklist FKA AQI).

[AP4]

Hello Vickie.. What if the author saves the Draft article before submitting it, would you still see the difference? I agree with Chrislgarrett9, there should be a way to put in comments on what was changed to the article for quick reference.

[Arnaldo]

@AP4 
For what I know field "Description" can be used for that purpose but it's necessary to make it visible in the form. This what is displayed with mouse over "Purpose of the article, not displayed in the Knowledge Base. This field can be used for internal notes."

In alternative author and approver can log  communication in the approval task listed in the related list "approvals"
 

[Vickie Runyon]

To answer your question about Draft versions... The Compare feature allows you to compare two versions against each other - draft versions included. You check the box next to the two desired versions so you would choose the 1.01 version for the draft or 1.02 for Review, and then the previous 1.0 version and then Compare.

We use Service Operations Workspace but the concept is the same in Agent Workspace. 

See screenshot for example. Click the Related Records tab first, then Article Versions, then check the boxes and then click Compare.