Knowledge Article Owner - Can it be an assignment group?

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maryr
Kilo Contributor

‎05-04-2015 03:11 PM

Has anyone tried this?   We are looking at a repeatable, rapid publishing process and want the owner to be the Assignment Group - rather than one individual. This will enable anyone in that assignment group to approve and then we will have the artlce auto publish.   Is this technically do-able?   Please advise. Thank you.

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Mike Malcangio
ServiceNow Employee
ServiceNow Employee
In response to Uncle Rob

‎05-15-2015 12:43 PM

We'll look into what we can bake into the core product around a stronger group ownership model.



What we've been kicking around is more of a "Target Operating Model" across ITSM associated to the Business Service. Each Business Service would have groups and owners associated to it for Incident, Problem, Change, Knowledge, etc. -- this way we could start to build data driven flows based off any number Service and Process combinations.


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maryr
Kilo Contributor
In response to Mike Malcangio

‎05-28-2015 05:55 PM

That sounds intriguing.   It can be very difficult to locate prospective new article "owners" when the current ones leave the department and/or the company...and the traditional hierarchical nature of organizations doesn't exactly fir with knowledge.   Plus we want to be able to consistently leverage across all the processes...so services and how they related in detail to CMDB in other processes is key for deflection correlation and opportunities.


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