How to request a new article or a renewal
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The Knowledge Base contains articles with solutions to questions and issues staff and students may come across at the university, e.g. how do I set up VPN?
The guidance below details how to create a new Knowledge Base article - there are two ways to do this. Once the article has been created and submitted, it will need to be approved before it is live and visible to staff/students.
You can save your article and continue making changes before publishing.
Once ready, you can publish your article and send it for approval to a pool of approvers
It is personal preference for which method to use. If you already have guidance in a Word document you may find it easier to upload this straight to the Knowledge Base. Or simply because you find it easier editing content in Word than within the Knowledge Base.
1. Create the content for your Knowledge Base article in a .doc Word document
2. Log in to ServiceNow https://sotonproduction.service-now.com/
3. In the Filter Navigator search field on the left hand side, enter the text Knowledge Base
4. From the search results displayed below the search field, select Homepage - Import Article
5. Select Import Articles towards the top right of the screen
The Import dialogue box will display.
6. Select + To select word files
7. Locate the Word document containing your content for the article
The name of the document will display in the Article 1 field.
8. From the Knowledge base drop down list, select which knowledge base this article should appear in
9. From the Category drop down list, select or search for the appropriate category
10. Select Import
When the document has finished uploading, at the foot of the screen you will see an Import completed dialogue box.
11. Select the arrow on the right
12. Select the file name of the article
A preview of the draft article will open.
13. Select Edit at the top right
The editing window will open.
14. Enter/edit the following fields:
You can preview your article using View Article within Related Links.
15. Select Save (under the Article body field or at the top right of the screen)
16. Select Publish (under the Article body field or at the top right of the screen)
If you wish to continue making changes before publishing the article, you can locate the article later as follows:
Remember to save and publish when you have finished editing the article.
1. Log in to ServiceNow https://sotonproduction.service-now.com/
2. In the Filter Navigator search field on the left hand side, enter the text Knowledge Base
3. From the search results displayed below the search field, select Create New
The New record editing screen will display.
4. Complete the following fields:
You can preview your article using View Article within Related Links.
5. Select Save (under the Article body field or at the top right of the screen)
6. Select Publish (under the Article body field or at the top right of the screen)
Use our pre-formatted template called “New Knowledge Base Article” to make your article have the same style of the other IT KB articles. It’s not mandatory to use it, but it can be helpful.
To visualize them, click on the more options icon and then on Toggle Template Bar.
A banner will appear at the bottom of the page.
Click on “New Knowledge Base Article”. The article field will be populated with instructions about:
If you want to know more about how to structure your content, have a look at our Knowledge Base guidelines - Structuring your content.
If you wish to continue making changes before publishing the article, you can locate the article later as follows:
Remember to save and publish when you have finished editing the article.
After you have submitted your article for approval (by selecting Publish), your knowledge base article will be sent for approval to a pool of approvers.
Once your article has been approved by one of the approvers, it will be live in the system and they will send you a message.
To check if your article is live, go to the University Knowledge Bases homepage and search for your article.
How to request a new article or a renewal
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