If you want to add a Knowledge Article to the ServiceNow instance in your Fuji Instance, then you have several options to do so. You can either use the Knowledge Article Block or a Query-based ServiceNow Knowledge Article Block.
View KB Article in the Incident Form
When dealing with a new incident, you have the option to view an article that explains why and how a particular problem was solved. A KB (or Knowledge Base) article will also provide you with a handy reference to get you started if you have a particular problem to solve.
You can get to a KB article with ease. The View KB Article action is available from the Actions box in the Incident form. In fact, it’s possible to use this action to review a KB article without even having to log in. This will make you more productive and less likely to forget something.
To get the most out of your KB article, you need to use the right tool for the job. This may require tweaking some of your Tiny MCE settings.
Search Knowledge from the Incident Form
You may be wondering how to find knowledge content in ServiceNow. The answer is not always as simple as you would think. If you’re looking to find the most important information, such as the most common issues or best practices for a specific service, you’ll need to look in different places. Here are a few places you can start.
The most obvious way to find relevant information is to navigate to the incident form. This allows you to view the relevant information at a glance. However, the most important part of a good incident form is the escalation function. By enabling this feature, you can better manage the flow of incidents and reduce your service desk’s workload.
Another way to find knowledge is to use the search functionality. The knowledge search feature is available by default on the app side pane. Alternatively, you can use it from the form’s Insight Panel.
Query-based ServiceNow Knowledge Article Block
The Query-based ServiceNow Knowledge Article Block allows users to search articles within the knowledge bank using the filter of a particular query string. This feature is very useful in helping users to identify the information they require.
If you want to enable this feature, first set up a data source. To do this, navigate to the Data Sources tab in the admin center. When you select the Content to include tab, you will see a list of available sources. Choose the ServiceNow source.
Now you need to map the knowledge block’s metadata to the relevant index field in the source. Once this is done, the article’s content will be indexed and shown in the search results. You can also add images as attachments to the articles.
Depending on the permissions granted to a user, the indexed data may be displayed. For example, a user who has the permission, ‘Can Read’, will only be able to read the article. However, a user without such access will still be able to view the corresponding knowledge article.
Change the Author of a Knowledge Article
When you have a knowledge article and you are ready to update it, you may need to add a new author. The process is as follows. First, you create an article with a version number. You need to log in with your ServiceNow account. Next, you need to go to the Knowledge Base. Once there, you can see the Version Number column and the Change Archieve field. As you can see in the screenshot, this field can be filled in. After that, you can start adding new information or updating existing information in the article. For example, you might change the article’s title.
After you have entered the new information, you can click “Update”. You might need to select another author in the “Change archieve” field. Note that you must not delete any previous input. This will help you debug the change.