Knowledge Ordering System for Default


The default ordering of Knowledge Base articles on is based on an internal order number.


Effective May 2023, a new ordering system for KB articles has been implemented. On the agent-facing view for KB articles a new field named “Order” can be found, which will control the order at which articles appear in the service portal. Order is defaulted to 1000. 

Order priority is as follows

  1. Empty
  2. Negatives (the lower the number, higher the priority)
  3. Positives (the lower the number, the higher the priority)

This will only effect the order on the “Default” view, if “Updated” or “Popular” is selected from the dropdown this does not apply.

Any agent can change the order of an article but doing so still requires moving through the same workflow of checking out an article and re-publishing it


If you still have questions or need additional assistance, please use the 'Contact ServiceNow Team' form.