knowledge-management

Knowledge Management for ServiceNow

Knowledge Management enables creating, organizing, and sharing knowledge articles.

Knowledge Architecture

Knowledge Base (kb_knowledge_base)
    ├── Category (kb_category)
    │   ├── Article (kb_knowledge)
    │   │   ├── Feedback (kb_feedback)
    │   │   └── Use (kb_use)
    │   └── Article
    └── Category
        └── Article

Key Tables

Table	Purpose
kb_knowledge_base	Knowledge base definitions
kb_knowledge	Knowledge articles
kb_category	Article categories
kb_feedback	User feedback on articles
kb_use	Article usage tracking

Creating Articles (ES5)

Create Knowledge Article

// Create KB article (ES5 ONLY!)
var article = new GlideRecord("kb_knowledge")
article.initialize()

// Basic info
article.setValue("short_description", "How to Reset Your Password")
article.setValue("kb_knowledge_base", getKnowledgeBaseSysId("IT Knowledge"))
article.setValue("kb_category", getCategorySysId("Self-Service"))

// Content
article.setValue(
  "text",
  "<h2>Password Reset Instructions</h2>" +
    "<p>Follow these steps to reset your password:</p>" +
    "<ol>" +
    "<li>Go to the Self-Service Portal</li>" +
    '<li>Click "Forgot Password"</li>' +
    "<li>Enter your email address</li>" +
    "<li>Check your email for reset link</li>" +
    "<li>Create a new password</li>" +
    "</ol>" +
    "<h3>Password Requirements</h3>" +
    "<ul>" +
    "<li>Minimum 12 characters</li>" +
    "<li>At least one uppercase letter</li>" +
    "<li>At least one number</li>" +
    "<li>At least one special character</li>" +
    "</ul>",
)

// Metadata
article.setValue("author", gs.getUserID())
article.setValue("article_type", "text") // text, wiki, html

// Workflow state
article.setValue("workflow_state", "draft")

article.insert()

Article with Attachments