Managed Documents in Knowledge Base - how can I add to an Incident?

[Mickey_Cegon]

We want to upload Recovery Procedures to KB using Managed Documents, but it doesn't appear to give the same options as a regular KB article. The process we need to follow is to have all our Batch Recovery Procedures in Managed Documents create a KB article. Then, when the night operators have an event on a batch process, and create an Incident, they search the KB for the batch job name, and find the procedures. But, they want that article to attach to the Incident like the other KB articles do. When they search, all it does is find the doc, and open it in Word or Adobe, etc. Then, they have to save the doc to their PC, and attach it as an attachment manually. Is this how it's supposed to work? There's no ability for anyone to Flag the article as something to review from the KB either. I read all the wiki articles about setting up Managed Docs and KB, etc, and I didn't see anything regarding this.

Thanks,

Mickey Cegon

FBL Financial Group, Inc.

[tltoulson]

Hi Kimberly,

Sadly, not that I am aware of.   Well, at least not without significantly modifying the plugin.   The Managed Document plugin is really based around attaching and downloading documents.

[marskh1111]

That is what I figured. I'm hoping ServiceNow eventually comes out with something similar for HTML/Wiki Articles within the knowledge base. Thank you for your help!

[justincarrera]

@travisToulson , is it possible to submit documents from the managed docs to knowledge base -- As submitted file ( excel , word ) or submit them to the knowledge base as a PDF to lock editing ?

[tltoulson]

Hi Justin,

I think what you are looking for is the Knowledge Document plugin.   This will allow you to publish the Managed Document to the Knowledge Base as an attachment to the article.   Whatever file type you attach to the Managed Document is the one that will be attached to the Knowledge Article.   If you lock editing to the file from within it's application (Word, Excel, PDF), that locking should be preserved in both the Managed Doc and the Knowledge Article.   Does that help?

[justincarrera]

Yes this helps , we did active the knowledge document plugin but wanted to research the locking more.   We are testing out the manged docs and publish to knowledge, I am hoping to learn from your experience using it. ie. things you expected to work that had issues / Best Practices.

please email jcarrera@giftofhope.org so we can schedule a online meeting next week.