To begin, go to the IT Service Portal (help.ncsu.edu) and choose "Submit a Request." In the IT Professional Services" category choose "Get a Knowledge Base." Complete the request fields and click "Submit."
Once approved, you can access your Knowledge Base by clicking the link in your email notification, or by logging into the ServiceNow platform as follows:
- Navigate to Knowledge Base → Knowledge Bases
- Remove the Active=true filter to display, since the Knowledge Base is currently not set to active
- Click on the desired knowledge base from the list to access the editor window
There are a variety of options that can be edited in the Knowledge Base editor window, including (but not limited to):
- Adding managers. On the right hand side of the page (under the Owners box), there is an option for adding managers to the knowledge base.
- Click the unlock icon In the Managers field.
- Select one or more users as managers.
- Click Update, or click Save from the additional actions menu (denoted by the three gray lines in the upper left corner) to continue making changes to the form.
After this option is saved, the users selected as managers will automatically receive the knowledge_manager role.
- Update publish workflow and retire workflow. Knowledge articles are published and retired in accordance with the workflow options set for the knowledge bases they belong to. The Publish Workflow box (below the Managers field) determines how articles belonging to the knowledge base will be published. The Retire Workflow box determines how these articles will be retired. See Knowledge Base Workflows for more information.
- Add a description. Edit the Description box to add a short description (4,000 character limit) for the Knowledge Base.
- Update Can Read and Can Contribute permissions. At the bottom of the page, there are two options titled Can Read and Can Contribute. See Knowledge Base Permissions for more more information about these options and how to update them.
- Add categories. Categories can be included in a knowledge base to better organize its articles. See Managing Categories in a knowledge base to learn how to add and edit categories and subcategories.
Once you are finished editing the knowledge base options, click Update to save your changes, or choose Save from the additional actions menu to save and continue editing the form. Check the Active checkbox (below the Retire Workflow box) to activate your knowledge base. Once activated, it should be visible in the list of active knowledge bases in the platform backend, and on the portal.