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Knowledge Base Settings

Number of views : 4
Article Number : KB0014778
Published on : 2020-04-24
Last modified : 2020-04-24 16:34:34
Knowledge Base : ServiceNow - Public Self Help

Below is a brief explanation of the settings available on a knowledge base. Only the Knowledge Base Owner and the ServiceNow Knowledge Admin have the ability to edit these settings.

Title - The title of the knowledge base. This will display to any user who has access to the base when they view the base or articles within it.

Icon - Icons are visible to users accessing the fulfiller view of the knowledge base homepage.

Disable Commenting - Selecting this box turns off the ability to users with view access on the base to add comments to articles within the base. Please note all comments are visible to all users with access to the base by default.

Disable Suggesting - Turns off the ability for end users to suggest ideas for future knowledge articles or enhancements to existing articles.

Disable Category Editing - Locks down categories on the knowledge base so they cannot be renamed, added, or removed from the Category Picker popup that is available to all users with edit permissions on the base when creating or editing articles.. Knowledge base owners still have the ability to edit categories from the knowledge base settings when this option is selected.

Review Edited Articles - By default articles that are published can be edited by any user with Can Contribute access on a base, and those edits are automatically published without review. Selecting this option places edited articles in Review state until a knowledge manager or base owner approves the changes to be published.

Owner - Designates the Knowledge Base Owner. Only Owners can edit Knowledge Base settings. There can only be one Knowledge Base owner per base.

Managers - Designates Knowledge Base Managers. Managers have elevated permissions to review, publish, and retire articles in the base. There can be multiple Knowledge Managers per base.

Publish Workflow - Select Approval Publish to require new article submissions to be approved by a knowledge manager or base owner before being published. Select Instant Publish to allow anyone with Can Contribute access to immediately publish an article when they submit it. Approval Publish is the default and recommended setting.

Please note that  when Approval Publish is on, Knowledge Managers and Base Owners will need to self-approve their knowledge articles in order to publish them.

Tip: When adding a large quantity of articles to a base, it can be useful to temporarily use Instant Publish to quickly publish articles within the base, then return the setting to Approval Publish when article migration is complete.

Retire Workflow - Select Approval Retire to require articles submitted for retirement to be approved for retirement by a knowledge manager or base owner. Select Instant Retire to allow anyone with Can Contribute access to immediately retire an article. Approval Retire is the default and recommended setting.

Please note that when Approval Retire is on, Knowledge Managers and Base Owners will need to self-approve retirement on articles they want to retire.

Active - Designates whether base is visible to viewers/contributors or simply to Knowledge Base owners and admin.

Description - Short description of the knowledge base.

Set Default Knowledge Field Values - Can be used to create a template for articles created within the base. This is not the most user-friendly process; if you would like to create a knowledge template you are encouraged to contact the ServiceNow team for assistance.

 

Related Links:

Knowledge - Displays all articles in all states within the base. This list can be filtered and searched.

Can Read - Designates who has permission to view the knowledge base. If empty, the base is publicly visible.

Please note: Knowledge permissions are based on User Criteria Groups. If you do not see a User Criteria Group listed that meets your needs, contact the ServiceNow team for assistance creating a new User Criteria Group(s).

Can Contribute - Designates who has permission to contribute to the knowledge base and edit published articles within the base. If empty, any fulfiller can submit an article to the base or update a published article.

Please note: Knowledge permissions are based on User Criteria Groups. If you do not see a User Criteria Group listed that meets your needs, contact the ServiceNow team for assistance creating a new User Criteria Group(s).

Featured Content - You can select specific articles to highlight as featured content on the fulfiller view of the Knowledge Base homepage.

Categories - Create and edit categories for the knowledge base. Categories display on the fulfiller view of the Knowledge Base homepage.

 

 

 

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