Activate the Knowledge Management Advanced plugin

Activate the Knowledge Management Advanced plugin (com.snc.knowledge_advanced) to enable advanced features for Knowledge Management.

Before you begin

Role required: admin

About this task

The Knowledge Management Advanced plugin includes feature code and demo data.

The Knowledge Management Advanced Installer plugin (com.snc.knowledge_advanced.installer) is used to activate the Knowledge Management Advanced plugin.

Note:

The Knowledge Management Advanced plugin is not automatically activated with the Knowledge Management v3 application.

The Knowledge Management Advanced Installer plugin performs two validation steps prior to activation.

• Determines if there are any active Knowledge Management v2 knowledge bases.
• Determines if there is a unique database index on the Number field. If a unique constraint has been added to the Number field, the plugin activation fails. Follow the instructions listed in KB0634959 to perform corrective steps to resolve the issue.

  You need access to HI to be able to view KB articles.

Note:

Starting with the Washington DC release, the Knowledge Management v3 homepage (com.snc.knowledge3) is being prepared for deprecation in the future Y release. It is replaced by the Knowledge Management Service Portal (com.snc.knowledge_serviceportal), which is active by default for customers on Madrid and later releases. For more information about the new experience, see Knowledge Management Service Portal homepage features.

The Knowledge Management Advanced plugin activates the following features:

• Article versioning: Enables maintaining multiple versions of a knowledge article. For more information, see Article versioning.
  Note:

  Migrate to Knowledge Management v3 completely to use article versioning.
• Article subscriptions: Enables managing knowledge base and knowledge article subscriptions. For more information, see Knowledge subscriptions.
  Note:

  The Knowledge Management Advanced plugin activates the Subscriptions and Activity Feed Framework plugin (com.snc.activity_subscriptions).
• Article quality index: Enables maintaining consistent quality of knowledge articles within a knowledge base where articles are written by various authors. For more information, see Article quality index for knowledge management.
• Article templates: Enables creating article templates for consistent structure of knowledge articles. For more information, see Knowledge article templates.
• Ownership group: Enables creating ownership groups for knowledge articles. For more information, see Ownership groups.
• In-context article creation: Enables creating a knowledge article from a customer service case. For more information, see Enable creating an article from a customer service case.
• Translation management: Enables managing translation tasks created for published knowledge articles. For more information, see Translation management.

Demo data is included as part of the Knowledge Management Advanced plugin. If the validation step performed by the Knowledge Management Advanced Installer plugin completes successfully, the Knowledge Management Advanced plugin is activated automatically. However, the demo data is not included in this activation. To load the demo data, go to the Knowledge Management Advanced plugin page, click the Load Demo Data Only related link, and then click OK.

Procedure

1. Navigate to All > System Applications > All Available Applications > All.
2. Find the plugin using the filter criteria and search bar.

   You can search for the plugin by its name or ID. If you cannot find a plugin, you might have to request it from ServiceNow personnel.

3. Select Install to start the installation process.
   Note:

   When domain separation and delegated admin are enabled in an instance, the administrative user must be in the global domain. Otherwise, the following error appears: Application installation is unavailable because another operation is running: Plugin Activation for <plugin name>.

   You will see a message after installation is completed. For information about the components installed with a plugin, see Find components installed with an application.