question Documentation and Knowledge Review Prompting in Community Central forum

Documentation and Knowledge Review Prompting

Sean_The_Haggis — Thu, 24 Oct 2024 15:39:05 GMT

No idea if I'm posting this in the right place for the question, so forgive me...

We have HRSD, and I want to set up a process whereby Knowledge Articles are reviewed every (for example) 12 months, to ensure there is governance and regular checks are being completed. Can I do this in Servicenow?

Is there a way to identify whether a KA is over 12 months old, and if so, can it generate a prompt that ensures it is reviewed?

Re: Documentation and Knowledge Review Prompting

Paul Curwen — Thu, 24 Oct 2024 16:01:44 GMT

Knowledge Articles have a Valid To date field OOTB. By default it will set to Jan 1st 2100 OOTB when a KB Article is created, you need to configure this to something realistic e.g. 12 months from now, you set this on the Knowledge Base field Article Validity. See: https://docs.servicenow.com/bundle/xanadu-servicenow-platform/page/product/knowledge-management/concept/article-validity.html

OOTB On the first day of each month, the application sends an email notification to a list of authorised recipients to remind them about articles that are due expire in the next month. Look for the OOTB Notification: KM: Article Expiry Warning

Re: Documentation and Knowledge Review Prompting

Sean_The_Haggis — Thu, 24 Oct 2024 16:01:46 GMT

Incredible, thank you so much!