ServiceNow Knowledge: Temporarily Remove an Article from Circulation

If an article contains misleading or wrong information, it may need to be temporarily retired while it's being reviewed.

Remember:

  • Removing an article from circulation may cause broken links in other articles.
  • Removing an article from the Public knowledge base may cause broken links on the [email protected] site (it.umn.edu) and other locations external to ServiceNow. If the article will be out of circulation for a while, you should Check for Referring Links.

Note: Work with the appropriate editor to complete this process:

  • Only editors can remove an article from circulation in the IT General Support knowledge base.
  • Only public editors can remove an article from circulation in the Public knowledge base.

This article covers:

  • Removing an article from circulation
  • Putting an article back in circulation

Removing an article from circulation

This is a two step process. First, you need to submit a request to retire the article; then the request needs to be approved.

Submitting a request to temporarily retire an article

  1. Open the article in Edit mode:
  2. In the Content field, at the top of the body of the article, copy and paste the following text:
    This article has been temporarily removed from circulation until it can be fixed and republished.
  3. Select the text:
    • Change the Font Size to 18.
    • Change the Text Color to red.
  4. Click Submit for Retirement in the upper right. The article will be set to the Pending retirement workflow state, and the appropriate approvers will be notified.
    Arrow pointing towards Submit for Retirement button in header of knowledge article edit form.

Approving a temporary retirement request

If the article is NOT in your assignment group:

  1. Find an editor in the assignment group to approve the request.
  2. If you cannot find an editor, contact [email protected].

If the article IS in your Assignment Group:

  1. Find the retirement Approval Request.
    • Select Pending Retire 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 highlighted.
    • Click the appropriate Requested link to open the Approval Request.
    • Click APPROVE to retire the article. The window refreshes to your last view.
      Arrow pointing towards APPROVE button in the Approval Request header.
  2. Work to fix the article as quickly as possible.

Putting an article back in circulation

Once the article has been fixed, put the article back into circulation. This is a two-step process: requesting the article be published and approving the request.

Submitting a request to re-publish an article

  1. Open the article in Edit mode.
  2. Update the content as necessary.
  3. Remove "This article has been temporarily removed from circulation until it can be fixed and republished." from the top of the article.
  4. Click Submit for Publishing. The article will be set to the Review workflow state, and the appropriate approvers will be notified.
    Article in Edit mode with arrow pointing to Submit for Publishing button.

Approving a re-publication request

If the article is NOT in your assignment group:

  1. Find an editor in the assignment group to approve the request.
  2. If you cannot find an editor, contact [email protected].

If the article IS in your Assignment Group:

  1. If the article is in your Assignment Group, find the publish Approval Request
    • Select Pending IT General Support or Pending Public KB under Knowledge in the Application Navigator on the left. This shows a list of all pending Approval Requests for publication in your assignment group(s).
      Application Navigator with Knowledge section expanded, Pending IT General Support and Pending Public KB highlighted.
    • Click the appropriate Requested link to open the Approval Request.
    • Click APPROVE to republish the article. The window refreshes to your last view.
      Arrow pointing towards APPROVE button in the Approval Request header.