Recall an article that is being reviewed in Microsoft Word

Recall a knowledge article that is being reviewed and created using Microsoft Word to stop the approval process.

Before you begin

• You must have contribute access to the knowledge base that stores the knowledge article you want to recall.

• You must have logged in to your ServiceNow instance from the Word Online application. For more information, see Log in to your ServiceNow instance for authoring knowledge articles in Microsoft Word.

• You must have signed in to your Office 365 account.

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.
• The Knowledge Management - Add-in for Microsoft Word is enabled. (For more information, see Configure Knowledge Management - Add-in for Microsoft Word.)

About this task

The author of a knowledge article, knowledge administrators, and system administrators can recall an article. If an ownership group is assigned to a knowledge article, the ownership group manager and ownership group members can also recall the knowledge article.

If a version of a knowledge article is in the Review state, you can recall only the corresponding version to make additional changes. Recalling the article results in a minor version increment.

Procedure

1. From the Microsoft 365 app launcher, select the icon to launch the Microsoft Word app.
   For more information, see Use the Office 365 app launcher.
2. In the New section, click New blank document, or open any existing Microsoft Word document.
3. On the Home tab of the Word document, click the Knowledge icon ().
4. In the Knowledge Management pane of the Word document, in the Search box, enter the knowledge article title or description.
5. Click the link to the article in Review state that you want to recall.
6. On the Knowledge form, click Recall.

Result

The article opens in edit mode and the state of the article is changed to Draft. The version number of the article increments by 0.01.