ServiceNow Knowledge: Search for Duplicate Knowledge before Creating a New Article
Before creating a new knowledge article, it is important to search for existing resources. These resources could exist in the Knowledge Base, on the University's website, in a document on a local network, or on the public internet.
Searching for duplicate knowledge
Once a knowledge deficiency has been identified, you need to verify an article does not already exist. A link to the Self-Help Standard Operating Procedures (SOPs) for addressing knowledge deficiencies is below.
- Click the Search icon in the upper right in ServiceNow.
- Type keywords in the Search field and press enter. Review the returned results. You may need to try several searches using different keywords.
- Search the public-facing IT website (it.umn.edu), again trying various keyword searches pertinent to the topic. Review the returned results.
- Use Google for a general search for your topic. Your content should be specific to our environment, but you may find other resources to help you craft an effective article.
- Search vendor product web pages.
- Look for LinkedIn Learning training.
- Ask the appropriate subject matter expert if knowledge exists in other locations.
- See Use Curated Content to Create an Article if you find content on the web that should be curated for our environment.