Create knowledge

The ServiceNow knowledge bases house the information an organization needs to keep and share. For example, it might include desktop support information, company/department processes and procedures, and documentation about internally developed applications.

By default, most new articles are created as drafts and move through a review state before they are published. An exception to the standard workflow is posting news from the Problem form.

If the administrator enables the optional knowledge submission workflow, articles created from incidents or problems become knowledge submissions, which are processed through a different path. For more information, see Knowledge workflows.