ServiceNow Knowledge: Publish an Article in the Public KB

Only public editors can draft and publish articles in the Public knowledge base.

If you are not a public editor, and need to publish an article in the Public knowledge base, you can:

  • Draft an article in the IT General Support knowledge base and submit it for publishing
  • Add feedback to an article in any knowledge base suggesting it be published to the Public knowledge base
  • If you are an internal editor in the IT General Support knowledge base, you can suggest an article be published by clicking Submit for Public KB

Submitting a draft article for publishing in the Public knowledge base

  1. Ensure your draft is ready to be publicly published.
  2. 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.
    Draft article with arrow pointing to Submit for Publishing button.

  3. Let someone in the article assignment group know the article is ready for review.

Reviewing and publishing an article

Public knowledge editors will get an email every time someone:

  • Submits an article for publication or retirement AND it is in
    • your assignment group AND
    • the Public knowledge base.

Reviewing and publishing the article

  1. Review the article, verifying it is ready for publication.
    • Open the email notification and click the Approval Request link.
      Email of an Approval Request with an arrow pointing towards the link for Approval Request.
    • Select Pending Public KB list under Knowledge in the Application Navigator on the left. This shows a list of all pending Approval Requests for publication in the Public knowledge base in your assignment group(s).
      Application Navigator with Knowledge section expanded and Pending Public KB item highlighted. This item is only available to Editors.
  2. Find the article approval request. You can do this one of two ways:
    • See Checklist for Creating and Reviewing PUBLIC Knowledge
    • If necessary, scroll down and click the Article Link in the middle of the Approval Request. The article opens in view mode in a new window.
      Arrow pointing towards Article Link in the middle of the Approval Request form.
      1. Click Edit in the upper right.
      2. Edit the article as necessary.
      3. Save when you are done.
  3. Go back to the Approval Request in your other window.
  4. Add Approval / Rejection Comments as needed.
  5. Click APPROVE to publish the article or REJECT to send the draft back to the drafter. The window refreshes to your last view.
    Approval Request header with arrow pointing toward the APPROVE button.
    • Either way, an email confirmation of the publication or rejection is sent to the drafter including your Approval / Rejection comments.

Additional Resources

Article Lifecycle Overview

Knowledge Base Permissions