Create a Knowledge Article

There are several ways to create a new article within ServiceNow.

• From the Filter Navigator select Knowledge Base --> Create New
• From Knowledge Homepage select "Create an Article" icon from top right
  • If you navigate to your KB, then select "Create an Article"  icon the "Knowledge Base" field will be pre-populated

The article form view will open. You will need to enter the following information. Starred (*) fields are required.

Knowledge Base*

Select the Knowledge base where the article will reside.

Choose Category

Select the proper category for the article. The category field is not required; however, it is highly recommended.

Valid To*

The date this knowledge article expires. Articles do not appear in search results after the valid to date, or if the valid to date is empty. We recommend a 6-12 month review cycle to ensure content stays current.

Can Read

Select the appropriate User Criteria to determine who can view the article. Multiple groups can be selected. If this field is left blank then the article will be public. See: Knowledge Article Permissions

Cannot Read

You can deny access to the article by selecting User Criteria for the group(s) that should not have access to the article. See: Knowledge Article Permissions

Short Description*

The title is a very important part of the article creation. Consistent, concise titles allow for easy searching. Note: Spellcheck is not enabled in the short description field. See: Short Description Guidelines

Body*

Enter the content for the article. See: Style Guide

Meta

Metadata should be added to each article to assist with searching. Do not repeat any words already used in the title or body of the article. See: Metadata Guidelines

Save the Article

We recommend that you save the article often throughout the editing process. Although there is no "Save" button, you can still save your work by following the steps below:

• Right-click anywhere on the grey article title bar and click Save
• Click on the hamburger (three lines icon) and select Save

After saving, the article is in the “Draft” state. 

Submit the Article 

Once the article is ready for publication, you can submit the article. The “Submit” button will return you back to the previous screen. 

After submitting, the article is in the “Draft” state. In the "Draft" state, you can continue to edit your work. See: Edit a Knowledge Article