ServiceNow Knowledge: Retire an Article in the IT General Support or Public KB

There are several possible reasons an article may need to be retired:

  • The article is a duplicate.
  • A new article is taking the place of the original.
  • The information is no longer relevant.

This article covers:

Process for retiring an article

The process for retiring an article is collaborative and involves 2 editors.

Otherwise,

  • Only editors can submit an article for retirement in the IT General Support knowledge base.
  • Only public editors can submit an article for retirement in the Public knowledge base.

The editor who submits an article for retirement (editor #1) is responsible for completing the following steps:

  1. Before retiring an article
  2. Submitting an article for retirement

The editor who is approving or rejecting an article for retirement is responsible for completing the following steps:

  1. Approving an article for retirement
  2. Rejecting an article for retirement (if necessary)

Before retiring an article

Editor #1: Before submitting an article for retirement, you must:

  1. Contact the Assignment Group to determine who the knowledge owner is.
    • In most cases, the Knowledge owner will be the Assignment Group. However, sometimes the group is maintaining the information on behalf of another unit, college, or department.
  2. Check to see if the article is linked to from some other place. The process is different for public vs. internal articles.
  3. Communicate with others before changing the article's status in ServiceNow, such as training or other support teams.

Submitting an article for retirement

Editor #1 is responsible for the following process.

Once you have completed the before retiring an article

 steps above, you can then submit the article for retirement.

  1. Use the ServiceNow global search box to find the article.
  2. Open the article in Edit mode.
  3. Click Submit for Retirement in the upper right.
    Article in edit mode with Submit for Retirement button highlighted.
    The article will then be set to the Pending retirement workflow state and the appropriate approvers will be notified.
  4. Let an editor (or the process manager) in the article assignment group know you submitted the article for retirement and that you took all the necessary steps to communicate with other stakeholders.

Approving an article for retirement

Editor #2 is responsible for the following process.

  1. Find the article retirement Approval Request. You can do this one of two ways:
    • Open the email notification and click the Approval Request link. (Editors receive email notifications when an article is submitted for retirement.)
      Email of an Approval Request with Approval Request link highlighted.
      OR
    • In ServiceNow, select Pending Retirement under Knowledge in the Application Navigator on the left. This shows a list of all pending Approval Requests for retirement in your assignment group(s).
      Application Navigator with Knowledge section expanded and Pending Retire item highlighted. This item is only available to Editors.
  2. Verify the article is ready to retire.
    • Make sure all the steps in Before retiring an article at the top of this article have been completed. This might be as simple as checking with the person who submitted the article for retirement that they have done all the steps.
  3. Markup the article for retirement.
    1. Open the article in Edit mode:
      1. Scroll down and click the Article Link in the middle of the Approval Request.
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        The article opens in view mode in a new window.
      2. Click Edit in the upper right. The article re-opens in edit mode.
    2. Add the word RETIRED in all caps to the beginning of the Title.
    3. At the top of the article at the top, type RETIRED and the reason for retiring the article.
      • If the reason references another KB article (or web page), enter the target page title and link to it. Include the KB article number.
        • Example: RETIRED: No longer applicable
        • Example: RETIRED: Duplicate of WebEx: Stop a Meeting Recording KB0019159
    4. Format the note:
      1. Change the Font Size to 18.
      2. Change the Text Color to red.
    5. Save your changes.
      Article in edit mode with RETIRED pre-pended to the title and the first line starting RETIRED: followed by the reason.
  4. Go back to the Approval Request in your other window.
  5. Enter Approval / Rejection Comments as needed.
  6. Click APPROVE to retire the article. The window refreshes to your last view.
    Approval Request header, APPROVE button highlighted.
    • The requestor will be notified by email that the request has been approved.

Rejecting an article for retirement

Editor #2 is responsible for the following process.

  1. Add a comment in the Approval / Rejection Comments field as to why you are rejecting the article for retirement. The requestor will be notified by email that the request has been denied.
  2. Click Reject in the Approval request. The window refreshes to your last view.

Additional Resources

 

Article Lifecycle Overview

Knowledge Base Permissions