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Public IT Knowledge Process

Number of views : 12
Article Number : KB0016582
Published on : 2019-01-24
Last modified : 2020-05-06 21:51:28
Knowledge Base : ServiceNow - Public Self Help

Public IT Knowledge Overview

There are currently four public-facing IT Knowledge Bases that link to the UT ServiceNow Self-Service website:

 Knowledge Base  View Permissions Edit Permissions Publish Permissions
 IT Public Self Help  Public (Any self-service visitor) All Fulfillers Service Owner Group Members
 IT Public Self Help - Faculty/Staff  Users with Faculty or Staff affiliation All Fulfillers Service Owner Group Members
 IT Public Self Help - DPUser  Users with DPU entitlement All Fulfillers Service Owner Group Members
 IT Public Self Help - DEV  Users with DEV entitlement All Fulfillers Service Owner Group Members


Any article in these four bases can be tied to a Service Overview page using the Configuration Item field (see Selecting Knowledge Base, Category and Configuration Item).

 

Creating, Editing, and Reviewing IT Knowledge

Any IT fulfiller has the ability to create or edit knowledge in any of the four public IT knowledge bases. (See Creating or Editing a Knowledge Article)

Once new articles or article edits are submitted, the article is sent to the Configuration Item's Service Owner Group for review and approval.

The review process includes the following:

  • Verifying the article/edit was submitted by a member of the service owner group
    • If not, verifying that the new content is accurate and should be published
  • Ensuring formatting is compatible with UT self-service / Service Portal (no extensive javascript)
  • Verifying the article was submitted to the correct base and has correct permissioning
  • Verifying correct Configuration Item and Category are selected

 

Publishing Public IT Knowledge

Service Owner Group members will be responsible for monitoring new and edited articles. See Approving Knowledge Articles to Publish or Retire for information on how Service Owners can approve new/edited articles for their services.

Please note: The user who creates or edits the article will not be able to self-approve the article. Another member of the Service Owner Group will need to approve the article.

When a public IT knowledge article is created or updated, an email notification will be distributed to Service Desk staff for reference.

 

Public IT Knowledge Publish Approvals Workflow

 

 

Retiring Public IT Knowledge

If an article in one of the IT Public knowledge bases is no longer necessary, any fulfiller can request to Retire the article. These requests are also sent to the Configuration Item's Service Owner Group for approval before the article is retired. If the request did not come from a member of the service owner group, the Service Owner Group will verify the article should be retired.

Approving article retirement follows the same process as approving public IT knowledge. (See Approving Knowledge Articles to Publish or Retire)

If an article is incorrectly submitted for retirement, it can be recovered - submit a request to the ServiceNow team for assistance.

 

Public IT Knowledge Retirement Approvals Workflow

 

 

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