ServiceNow Knowledge: Stage Knowledge Articles for a Hard Cutover

A hard cutover is when articles need to be updated while existing articles stay in production. On a specified date existing articles are replaced or updated with the new content.

  • Example: A new version of ServiceNow will replace the old one on 1/1/2018. All documentation needs to be updated, but it cannot be published prior to that date.

Staging draft articles

  1. Refer to the Content Inventory for existing articles in need of updates.
    • From within the project folder open one of the Google Docs in need of updating.
    • Update your article using our content standards. See Draft Content in a Google Doc or ServiceNow.
    • Save any new screenshots in the content folder.
      • Screenshot names should start with the Article number, followed by a description, followed by the date, all without spaces.
      • Example: KB0019465-resolve-incident-button-20170109.png
    • Update the article status in the Content Inventory. 
  2. Refer to the Content Inventory for articles in need of creation.
    • Create a new Google Doc for the article in the project folder. See Draft Content in a Google Doc or ServiceNow.
    • Save any new screenshots in the folder.
      • Screenshot names should start with the Article number, followed by a description, followed by the date, all without spaces.
      • Example: KB0019465-resolve-incident-button-20170109.png
    • Title the article using these conventions:
      • For a new technology follow this example: New Technology: WebEx Meeting Center: Record a Meeting
      • For a version change follow this example: Version Change: Moodle 2.8: Access the Gradebook
    • Within ServiceNow create a placeholder draft article.
    • Update the Content Inventory article status.

 Publishing on the cutover date

  1. Identify existing articles in need of updating in the Content Inventory. 
    • Find and edit the article in ServiceNow.
    • Replace the text and screenshots as necessary from your prepared Google Doc and associated screenshots.
    • Save the article.
    • Update the Content Inventory article status.
  2. Identify the prepared draft articles in the Content Inventory.  
    • Remove the preface from the draft title
      • Example: 
        • Draft = Version Change: Moodle 2.8: Access the Gradebook
        • Published = Moodle 2.8: Access the Gradebook
    • From within ServiceNow publish your article to the appropriate audience (Public or Internal).
    • Update the Content Inventory article status. 
  3. Identify articles scheduled to be retired in the Content Inventory.

Archiving

Once all articles have been created, updated, or retired follow these closing procedures:

  1. Cross-check the Content Inventory spreadsheet to verify all articles are marked "Published" or "Retired."
  2. Move all PDF documents and screenshots to the archive folder.
  3. Notify collaborators the project is complete.