ServiceNow Knowledge: Work with Expiring or Expired Articles

Knowledge articles have an expiration date which is set during article creation. An expired article will remain in the workflow state of Published, but requires review and republication or retirement. Individuals are responsible for monitoring and addressing articles assigned to their group.

Notes:

  • Expired articles (those with a Valid to field in the past) will not appear in many ServiceNow searches. Those in the Public knowledge base do, however, continue to appear on the [email protected] site (it.umn.edu)
  • In most cases, expiring Work in Progress articles should be retired.  If there is value to maintaining the information, add it to an existing knowledge article. If there is no value to maintaining, expire as you would any other article.

Working with soon to expire articles

  1. Select Homepage under Self-Service in the Application Navigator on the left. Your last viewed homepage loads.
    Self-Service section of the application navigator with arrow pointing at Homepage link.
  2. Select Knowledge Action Items from the Switch to page€¦ menu in the upper right if necessary. Your Knowledge Action Items homepage loads.
    Switch to page... menu with Knowledge Action Items option highlighted.
  3. Scroll down to My Team's Expiring Articles. This list shows all articles that have a Valid to: date in the next two weeks and are in your Assignment Groups.
  4. Click the Number of the article you want to edit.
  5. Review and update the article as necessary.
  6. Decide how to proceed with the article:
    • Republish the article when the content remains valid.
    • Submit for Retirement when the article is no longer valid. See Retire an Article for proper procedure.

Working with expired articles

Ideally, your assignment groups will not have any expired articles. It is best to be proactive and work with soon to expire articles.

    1. Find expired articles for your assignment group in one of two ways:
      • Select Expired Articles from the Knowledge section of the Application Navigator on the left.
        Application Navigator with Knowledge section expanded and Expired Articles link highlighted
      • Or use the Expired Articles list in your Knowledge Action Items homepage.
    2. Click the Number of the article you want to edit.
    3. Review and update the article as necessary.
    4. Decide how to proceed with the article:
      • Republish the article when the content remains valid.
      • Submit for Retirement when the article is no longer valid. See Retire an Article for proper procedure