Created for Helsinki version
| Role Type | Role Description |
| Any role | All users with at least one ServiceNow role can read, create, and edit knowledge articles. However, the knowledge manager of a knowledge base can select criteria to restrict this access. |
| knowledge | Users with the knowledge role can contribute to the default knowledge base and access the Knowledge application menu. |
| knowledge_manager | Knowledge managers perform administrative functions for knowledge bases they manage such as defining categories, pinning important articles, and approving changes to articles. Users selected as managers of a knowledge base receive this role automatically. |
| knowledge_admin | Knowledge administrators can create knowledge bases and manage the default knowledge base. |
| admin | Administrators can configure knowledge workflows, set knowledge properties, and manage knowledge forms and homepages. |
For a licensed User in ServiceNow (Any Role)
- Navigate to Self-Service > Knowledge.
Click Create An Article.
Click on article
Under related Links>Click View article. This view shows the article that will be published. Check for correctness and alignment.
Click Publish.
This will send an email to the KB Manager for approval. The workflow status changes to Review. Once approved the article will be published to the KB.
If rejected, the KB Manager will add necessary changes to the article for the KB article creator.