Renewal process in Knowledge

barbclark
Mega Expert

‎05-23-2016 05:54 AM

I sat by a gentleman in a Knowledge Poker session at the conference and I wish now that I would have retrieved his business contact.

He had a great KB renewal process set up in which, instead of a Valid To date, he had what must be a custom field that asked how long the article would be valid to...... 30 days, 60 days, 90, 365 days, etc.       Then after that time period it kicked off notifications, 1) to author and 2) to assigned group   and asked for renewal approvals.     If no renewal approvals, the article would be retired.         If that gentleman is monitoring this post, I would love more information.     Screen prints, etc. etc.       Thank you

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Michael Ritchie
ServiceNow Employee
ServiceNow Employee

‎05-23-2016 05:59 AM

Some customers are using the Data Certification application to ensure relevancy of knowledge articles:


Data Certification - ServiceNow Wiki



By default this application is setup for the CMDB, but you can open it up for other types of record in the platform such as knowledge articles.   Once enabled, you can setup a scheduled definition to create a task X days before the retire date that will go to the say the knowledge author.   From there that person will need to signoff the knowledge article is still valid and you can even setup automation to push out the expiration date as well.


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