"Public Knowledge" is the primary repository for customer-facing IT services documentation. The Public Knowledge KB is available for all ServiceNow users to use for their knowledge content. If you need access to contribute content to this KB, please submit your request to servicenow@help.ncsu.edu and we will add you to the contribute list.
All articles must meet the following requirements:
Permissions
- canRead is empty (Public) or Campus-Authenticated User. Most knowledge in Public Knowledge should be public.
Required Fields
- Each article must be placed in the appropriate Category.
- A Valid To date must be set. We recommend 6 months.
- The meta field should include Service Category and Service Offering.
Style
- Short Description must follow appropriate formatting guidelines.
- Do not repeat the article title in the beginning of the article
- Content must follow the Style Guide to provide clear, consistent and accessible content.
Links
- Use the Service Portal Link to reference other articles in Public Knowledge.
- Only link to articles with equivalent canRead permissions.
- Do not link to knowledge articles outside Public Knowledge.
- Linking to other websites, Google Docs or other outside content is permitted.
- Ensure all links open in new window.