Make sure you have full access to Creating/Editing/Publishing KBs in ServiceNow before following these steps. Reach out to your manager/supervisor if not.
1. Create the KB:
a) Navigate to https://berkeley.service-now.com/
b) Create a new KB by scrolling down on the left sidebar until you get to the “Knowledge” tab. Click on “Knowledge,” which will reveal a dropdown menu. Select “Create new” under “Knowledge” from the dropdown.
c) On the main screen (in center from left), you will see a heading that says “Select knowledge base.” Select “IT.”
d) After selecting “IT,” two options will appear to the right under the heading “Select article template”: Standard and Known error. You will always choose the “Standard” template unless instructed otherwise. Then, click “Next” on the far right side of the screen.
e) ServiceNow will then take you to the page where you can input the information for your article. Fill out “Category” (the main category that the topic of your KB is addressing, such as “SPA” if the KB is about a SPA issue). Fill out “Short description” which will be the title of the KB. Lastly, fill out the “Article body” with the content of the article.
f) Scroll to the bottom of the page. Make sure every CalNet-related KB has “calnet” in the “Meta” section. Add other key words relating to your article as needed to this section, to make the article more locatable.
g) When finished, Click “Submit” in the top right corner
2. Publish the KB:
a) After submitting your drafted KB article, you will be returned to the KB home page. Using the left sidebar again, navigate to Knowledge > Articles > Unpublished
b) After making sure all the information in your article is accurate, select “Publish” in the upper righthand corner.
3. Approve the KB:
a) Navigate to your KB that has been sent out to be approved. You can go to Knowledge > Articles > Unpublished or just look up the KB number in the top right corner where the search bar is. Once you have located the KB, click on it and scroll all the way down to the bottom of the page. At the bottom of the page, select “Approvals” and find your name listed below under “Approver.” Once you find your name, select the check box to the left of it.
b) At the bottom left, you will see a drop down titled “Actions on selected rows.” Click on the drop down and select “Approve.” Then, in the top right, click “Update” to make changes.
c) You’re done! You will receive this message of approval for your KB. Once your KB gets published you will see four blue arrows next to it in the “Published” tab (screenshot below).
