ServiceNow Knowledge: Stage Knowledge Articles for a New Technology while Still Supporting the Old

Often, documentation is required for an upcoming version of an existing technology while the existing will remain available. This means multiple versions of a single technology will be supported. Titling the articles with version number or name helps differentiate between versions.

Staging

Refer to the Content Inventory for articles in need of creation:

  • Save new screenshots in the folder, titling with the Article Number followed by a number corresponding with the order in your article (EXAMPLE: article0019465-1.png).
  • Within ServiceNow create the draft articles (see Knowledge Creator and Maintainer Self Help Guide).
  • Title the article using these conventions:
    • New Technology: WebEx Meeting Center: Record a Meeting
    • Version Change: Moodle 2.8: Access the Gradebook
  • Update the Content Inventory noting completion.

Publishing

  1. At the specified time to publish, refer to the Content Inventory and identify the prepared draft articles: 
    • Remove the prefix 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 noting update complete.
       
  2. At the specified time to publish, refer to the Content Inventory and identify articles scheduled to be retired:
    • From within ServiceNow open the articles to be retired.
    • Using the standard retirement process, make a note at the top of the article stating the reason (EXAMPLE: Version Change, Upgraded, Technology Retired).
    • Append the word "Retired" to the title.
    • Select Retire from the upper right corner of the article.

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 as "Completed."
  2. Move all PDF documents and screenshots to the archive folder. 
  3. Notify collaborators the project is complete.