ServiceNow Knowledge: Publish an Article in the IT General Support KB
Every ServiceNow user can draft articles in the IT General Support knowledge base. Your permission level within ServiceNow determines if you can publish those articles. This article includes information for drafters and for editors.
Drafter: Submitting an article for publishing
Read your draft over for technical accuracy and general readability.
When the draft is ready, click Submit for Publishing. The article will be set to the Review workflow state and the appropriate approvers will be notified.
Let someone in the article assignment group know the article is ready for review.
IT General Support Editor: Reviewing and publishing an article
As an editor, you will get an email every time someone
Submits an article for publication or retirement AND it is in
your assignment group AND
the IT General Support knowledge base.
Reviewing and publishing the article
Find the article approval request. You can do this one of two ways:
Open the email notification and click the Approval Request link
Select Pending IT General Support list under Knowledge in the Application Navigator on the left. This shows a list of all pending Approval Requests for publication in your assignment group(s).
Review the article, verifying it is ready for publication.