ServiceNow Knowledge: Publishing Public Articles Overview
When publishing publicly facing articles out of ServiceNow, there is an additional background process. This article will explain the process.
ServiceNow to Drupal
When an article is made public (using the Mark Public option in the header), it is pulled into Drupal and then published as a webpage with a unique address. This process is not dynamic and happens once an hour on a set schedule. Therefore, new articles or article edits may not show up on the it.umn.edu site for up to one hour.
Article formatting in ServiceNow may not look identical to the page displayed on the website. For this reason, it's important to follow-up and check the formatting once your article has been pulled into Drupal. You should also reference the article on drafting content in Google Docs for additional tips on creating well-formatted articles.
Drupal uses the Article ID of the article as the unique identifier. Any pages linked within Drupal to the article are done so via the ID. If you change the title of an article in ServiceNow, Drupal will automatically redirect. Other direct links (bookmarks, static links) may be based on the title or url of the article and will need to be relinked. An email to the Unified Knowledge Group with the title change is recommended.