Schedule a knowledge article for publishing in Agent Workspace

Set a specific time and day for a knowledge article to be published in Agent Workspace automatically.

Avant de commencer

You must have contribute access to the knowledge base that stores the knowledge article you want to schedule for publishing.

Ensure that the system administrator verifies the following settings:

• Knowledge Management Advanced plugin (com.snc.knowledge_advanced) is activated. For more information, see Activate the Knowledge Management Advanced plugin.
• The article versioning feature is enabled. For more information, see Article versioning.

Remarque :

You can also schedule a knowledge article for publishing from the Knowledge Management application in the ServiceNow AI Platform interface. For more information, see Schedule a knowledge article for publishing.

Role required: agent_workspace_user

Procédure

1. Navigate to All > Agent Workspace > Agent Workspace Home.
2. Go to Lists > Knowledge > My Articles - Unpublished Articles.
3. Click an article link.
4. In the Scheduled publish date field, click the show calendar icon ().
5. Select any future date in the calendar.
6. In the Select Time field, enter a time in the format hh:mm:ss.
7. Click OK.
8. Click Publish to enable the publishing workflow.
   Conseil :

   If you want to cancel an article's scheduled publication and move the article back to the Draft state, click Recall.

Résultats

The knowledge article is published on the scheduled publish date depending on the following workflow settings of its knowledge base:

• If the knowledge base workflow is set to Knowledge - Instant Publish, the knowledge article is automatically published on the scheduled publish date. The Workflow field on the Knowledge form of the article is updated to Scheduled for publish.
• If the knowledge base workflow is set to Knowledge - Approval Publish, the knowledge article is published on approval completion. The Workflow field on the Knowledge form of the article is updated to Review.
  The approval completion affects the scheduled publishing as follows:

  • If the approvals are completed before the scheduled publish date, the Workflow field on the Knowledge form of the article is updated to Scheduled for publish and the article is published on the scheduled publish date.
  • If the approvals are completed after the scheduled publish date, the article is published immediately on the approval completion.

Tâches associées

• Edit a knowledge article in Agent Workspace

Référence associée

• Knowledge workflows