"Public Knowledge" is the primary repository for customer-facing IT services documentation. The "Public Knowledge" knowledge base (KB) is available for all ServiceNow users to create and maintain knowledge articles. Knowledge articles contained in the "Public Knowledge" KB are accessible to NC State faculty, staff, students and the public via Google, Bing, Yahoo, Edge and other internet search engines. If you need access to contribute content to this KB, please submit your request to servicenow@help.ncsu.edu.
When determining access permissions, the knowledge creator is responsible for adhering to the NC State Data Classification Levels standard.
All articles must meet the following requirements:
Permissions
- 'Can Read' field is empty (enables access by the public) - or -
- There are knowledge articles in the Public Knowledge Base that are limited to users who have NC State credentials (campus authenticated user). These articles are protected from consumption by the public by adding "campus authenticated" criteria to the 'Can Read' field
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 Can Read 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.