ServiceNow Knowledge: Stage Knowledge Articles for an Upcoming Technology Migration

These steps apply when an older technology is being retired and replaced by a new one.

Staging draft articles

  1. Refer to the Content Inventory for articles in need of creation.
  2. Create a new Google Doc for the article in the project folder. See Draft Content in a Google Doc or ServiceNow.
  3. 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
  4. 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.
  5. Within ServiceNow create a placeholder draft article.
  6. 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.  
    1. Remove the preface from the draft title.
      • Example: 
        • Draft = Version Change
        • Published
    2. From within ServiceNow, publish your article to the appropriate audience (Public or Internal).
    3. Update the Content Inventory article status. 
  3. Identify articles scheduled to be retired in the Content Inventory.
    1. See Retire an Article.


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 "Published" or "Retired."
  2. Move all PDF documents and screenshots to the archive folder. 
  3. Notify collaborators the project is complete.