Overview

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Steps to edit published articles in the Knowledge Base. 
 

Critical Concepts

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• Always Checkout an article when making edits - this ensures that current article remains visible and new version is created for editing and drafting purposes.
• You will need to be in "Agent View" in order to make edits. 

Steps to Take

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1. In Agent View of ServiceNow, type in the KB number in the Search bar on the top right corner. Click on the article. 
2. Select Edit in the top right corner.
3. On the next screen, select Checkout - new version of article will be created to edit, while current version remains published.
4. Edit or add information as necessary to your new version.
   
   • If you need to save your work to finish later, select Update in the top right corner.
   • To continue work, navigate to Knowledge --> My Knowledge Articles and select article
     
     • OR return to the article in reader view, select An updated version of this article is available at the top, then select Edit
5. Once changes are complete, select View Article (located in the bottom left) to preview the reader's view
6. Make sure you fill out the "Summary of Last Update" with notes about what was changed. 
7. Ready for publication?  Go back to editor and select Publish in top right corner. This should send your article for approval.
8. If your changes are approved, your new version will replace current version in publication.