Knowledge Management: Post Articles to multiple topics
• Overview: Knowledge articles often may be logically categorized into multiple topics / categories. By restricting the selection to a single topic / category, we reduce the chances of articles being found via browsing. Also, in many cases, we wish to “highlight” articles in News even though the article actually belongs in a specific topic or category. If we post multiple copies, we multiply the work required if we need to update the articles and increase the chance of the copies getting out of sync and providing conflicting information.
• For example, we have a news article on what to do if users encounter issues with Service-now while using the application. We’ve got this posted in News currently, but would also like to have it posted in Service-now / Support.
• Suggestion: I can see 2 alternatives that could work:
o Allow multiple Topic / Category selections to be made when posting articles. Ideally, we should be able to not have a limit on the number of selections, but could manage with 1-2 alternate posting topic / category selections.
o Have a flag on articles to say that they should also appear in “News” and allow a “Publish to” and “Valid to” date for the news separately. Possibly also a News Short description also.
Example: News Article: “Service-now Release 24 – Changes and Updates.” Base Article – publish on 3/20/2010. Valid to 3/20/2011. Topic / Category – Service-now / Release Notes. News Flag – checked. Publish from / to – 3/18/2010 – 3/25/1010. News Short Description: “Service-now – Maintenance / Update Alert – Release 24 – 3/20/2010 – 12:00 AM”
• End Result: We can highlight news items but still maintain “findability” of information in their natural topics / categories. Articles will not have to have multiple copies floating about, reducing the complexity of updates to multiple copies.
AdminMatt Beran (Admin, ServiceNow) commented
This is quite possible through a simple customization. Simply create a new table with your categories - and then create a one to many relationship.
Most of the instructions and learning required should be available on wiki.service-now.com