Procedure fulfilled by: Knowledge Owner/Managers

Purpose

Knowledge Base settings are visible to the listed owner and managers of a department Knowledge Base in ServiceNow. This article describes the procedures involved in managing a Knowledge Base, not the articles. The procedures for creating a knowledge base article can be found in KB000336.

After a Knowledge Base has been provisioned, your ServiceNow account will be granted additional Knowledge roles. These roles will give the ability to view your Knowledge Base settings.

Steps

In the navigator under the Knowledge application, click Knowledge Bases and select your Department's Knowledge Base. 

You can view the properties of your Knowledge Base as desired. To request changes to any of these settings, email itsm@ucdavis.edu.

Note: If you cannot view certain properties, click the gear icon at the top right of the page. Then, move the properties you want from the Available list to the Selected list using the right arrow button.

Below are the descriptions for each of the properties:

• Title: This is the name of your Knowledge Base. It is set by Administrators for consistency. 
• Owner: This is the owner of the Knowledge Base. 
• Managers: These are the Knowledge Base Managers for this Knowledge Base. They are able to manage the Knowledge Base properties along with the functions of approving, publishing, and retiring knowledge content.
• Disable commenting: This prevents article viewers from adding feedback comments to knowledge articles. Commenting is currently not an enabled feature in our Knowledge Base portal.
• Disable suggesting: This removes the 'Suggest Edit' button from viewers of your knowledge content. Suggesting is currently not an enabled feature in our Knowledge Base portal.
• Disable category editing: This prevents knowledge contributors from editing categories within the Knowledge Base. Checking this box limits this ability to Knowledge managers only for your Knowledge Base.
• Publish workflow: This should be set to either Instant Publish or Approval Publish. New Knowledge content for this Knowledge Base will be processed accordingly. Instant Publish is recommended by default.
• Retire workflow: This should be set to either Instant Retire or Approval Retire. New Knowledge content for this Knowledge Base will be processed accordingly. Approval Retire is recommended by default.
• Active: This enables viewing of your Knowledge Base. 
• Description: An internal description of your Knowledge Base. This is not visible outside of this Knowledge Bases table.
• Enable social questions and answers: This should be disabled by default since we do not have social questions and answers enabled on the Service Hub.

Related List Tabs:

• Knowledge: A listing of all knowledge article content associated with the Knowledge Base.
• Can Read: Departmental Knowledge bases are only visible to ITIL-roled users. The Can Read settings are configured when your departmental Knowledge base is set up.
• Can Contribute: Departmental Knowledge bases are only visible to ITIL-roled users. The Can Contribute settings are configured when your departmental Knowledge base is set up.
• Knowledge Categories: A listing of the existing Knowledge Categories. There is a more intuitive interface for Category management within the Knowledge Article creation process.