How do i see what updates were made to knowledge articles

[KristinaB]

Hi there. I hope you can help me. We've recently moved from Eureka to Geneva and therefore Knowledge v3. My challenge is, if a knowledge manager updates an existing article in a knowledge base that requires approval, how does the approver know what updates were done. Is there some sort of activity or log that can be added to the article form?

Thank so much

[kopp820]

Hi Kristina,

If you want to send an email to the approver with the previous information and the current information, you could create a new field called previous text that stores previous.text any time the text changes. Then you can include that field and the OOB "text" field in the email to the approver.

Another option you could get creative with is using the "Audit records" related list.

In the below screen shot, you can see I changed the value from 2015 to 2016 which was captured in the audit related list:

Then you can either allow read access to the approver to the audit list associated to the article needing to be approved via ACL or use this data in the email to the approver   by adding a mail script with a query.

I can further elaborate on either of these options if they interest you. Let me know

[Jon Barnes · Accepted solution]

another option.   as long as the table is audited, you can add an activity formatter to the form which will show the changes.

Activity Formatter - ServiceNow Wiki

after you add the activity formatter to the form, you can configure which fields you want to track there, so they can see the updates similar to the way it works on incident form, etc.

[KristinaB]

Thanks Kailey. Looks like we've already got something similar to the audit records related list you mention.   Thanks for your help