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Selecting Knowledge Base, Category, and Configuration Item

Number of views : 59
Article Number : KB0015038
Published on : 2021-05-06
Last modified : 2021-05-06 14:05:06
Knowledge Base : ServiceNow - Public Self Help

When creating/submitting a knowledge article, authors are asked to designate which Knowledge Base the article should be submitted to. They are also given the option to select a Category and Configuration Item for the article.

Knowledge Base

The Knowledge Base should be selected based on audience. The following bases are shared by the UT IT community:

IT Public Self Help: Visible to authenticated and non-authenticated users searching knowledge on the UT ServiceNow Self Service website.

IT Public Self Help - DEV: Visible to authenticated users with a DEV entitlement on their EID.

IT Public Self Help - DPU: Visible to authenticated users with a DPU entitlement on their EID.

IT Public Self Help - Fac/Staff: Visible to authenticated users with an active faculty or staff affiliation with UT.

IT Internal - Visible to authenticated users with ITIL (fulfiller) permissions in ServiceNow.

You may also select any internal knowledge base you have submission privileges for.


Each knowledge base has pre-defined categories determined by the knowledge base owner. For public bases, the categories impact how the articles are displayed on the public Service Overview pages. For internal bases, the categories impact how fulfillers find the articles from the internal knowledge base search.

The IT public base uses the following categories:

  • Getting Started 
  • Service Management
  • Troubleshooting
  • Mobile
  • External Resources

The DPU, DEV, and Fac/Staff bases only have one available category, which should be used for all articles submitted to those bases.

Internal bases may have variable categories depending on the needs of the department.

Configuration Item

For an article to display on a public Service Overview page, it needs to be tied to the appropriate Configuration Item (service). For example, an article about UTBox should be tied to the UTBox Configuration Item.

Some services appear as multiple Configuration Items - one that is a Business Service, one that is a Service Offering, and one that is an Application (or any combination of these). To verify which you are selecting, mouse over the  icon and review the header of the popup window, which will display what type of CI you have selected.

Selecting a Business Service will display the article on the main Service Overview page for the selected service.

Selecting a Service Offering will display the article under a specific Service Offering (Request) on the Service Overview page.

Selecting an Application will not display the article on the public self help website.

More information on choosing CIs for Knowledge Articles

In order for a Knowledge Article in the IT Public Knowledge Bases to appear on a Service Overview page on UT Self-Service, the article needs to be tied to the appropriate CI. This only applies to articles in the IT public knowledge bases.

Selecting the Business Service CI places the knowledge article in the Self Help section at the top of your service overview page:


If a service has many Service Offerings, you may want to tie knowledge to specific offerings. In this case, select the Service Offering CI on the knowledge article. This will place knowledge article in the Self Help section of the shaded box for a specific Service Offering.

For example, the Microsoft Academic Select 6.0 Program (below) is a Service Offering under the SDS Business Service (shown above). They each have their own Self Help section.

Please note: The Configuration Item field on the Knowledge Article form does not automatically display the CI type next to the CI name the way the Incident and Task forms do.

Use the magnifying glass to open a search window and use the keyword search function to find your CI. You will be able to see the CI type from within your search under the Class column.

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