Knowledge Management in Service Operations Workspace › Managing IT services in your organization › Service Operations Workspace for ITSM › IT Service Management

Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Work on a knowledge article in Service Operations Workspace

Share information across your organization using a knowledge article.

Before you begin

Role required: itil

Procedure

Open a knowledge article in Service Operations Workspace.
Perform any of the following actions on the record page.

Option	Description
Create a new version of the knowledge article that we can publish	Select Checkout.
Translate an article after its comparison in its original language and the language it will be translated into	Select Translate. Review the translation and click Create draft article. Note: If Dynamic Translation is enabled, click Machine Translate to view machine translations.
View a knowledge article including the article number, short description, and article content	Select View Article.
Initiate the retirement workflow associated with the article	From the more options drop-down ( Image omitted: more-actions-icon.png more actions icon), select <strong>Retire</strong>. For information about retiring a knowledge article, see <a href="../../../servicenow-platform/knowledge-management/c_RetiredKnowledgeArticles/">Retire a knowledge article</a>.</td></tr><tr><td id="d132199e147"><strong>Translate an article into multiple languages</strong></td><td><ol> From the more options drop-down ( Image omitted: more-actions-icon.png more actions icon), select <strong>Request translations</strong>.</li> Select the languages you want to translate the article into. Select Submit.
Copy the record page URL to easily access the record	Select the more actions icon ( Image omitted: more-actions-icon.png more actions icon) and select <strong>Copy URL</strong>.</td></tr><tr><td id="d132199e198"><strong>Reuse a knowledge block when creating or editing the article</strong></td><td> 1. From the contextual side panel, select the add blocks icon \( Image omitted: add-blocks-icon.png add blocks icon\). 2. Select the required knowledge block to add it to the article.
Attach a record that helps in quick resolution of the interaction	From the contextual side panel, select the agent assist icon ( Image omitted: agent-assist-icon.png agent assist icon).</li> Search for a resource and perform the required action, for example, find a relevant knowledge base article and attach a link to it to work notes. Note: The agent assist icon is available only for users with the following roles: itil or interaction_agent. For information on configuring additional search resources, see Configure search resources for an interaction in Service Operations Workspace for ITSM.
Add attachments	From the contextual side panel, select the attachments icon ( Image omitted: attachment-icon.png attachments icon). Alternatively, you can drag and drop the attachment into the <strong>Active Chat</strong> window of the interaction.<strong>Note:</strong> The added attachments are displayed in the activity stream in the <strong>Compose</strong> section.</td></tr><tr><td id="d132199e283"><strong>Create templates for reuse</strong></td><td> From the contextual side panel, select the templates icon \( Image omitted: template-icon.png templates icon\) and create a template or reuse an existing one.
Most recent task	Related list of task records to which the knowledge article is recently attached. You can select the task record link to open the record another tab within the workspace view. These records are retrieved from the Knowledge Applied Tasks [m2m_kb_task] table. Note: The related list section is displayed only if the Display recent task for knowledge article (glide.knowman.recent_task.display) system property is enabled.

Parent Topic:Knowledge Management in Service Operations Workspace