Operational Technology Knowledge Management

Approve requests to publish or retire a knowledge article to help ensure that the knowledge base is up to date.

Assign feedback tasks to a user to help make sure that the feedback task is addressed and the related knowledge article is updated.

Assign Knowledge Management roles to your users so that you can control their access to the features, capabilities, and data for Operational Technology Knowledge Management.

Assign the user criteria records to an Operational Technology (OT) knowledge base to control which users can create, read, write, and retire knowledge articles within the knowledge base.

You can assign different Knowledge Management workflows to each Operational Technology (OT) knowledge base for the publishing and retiring processes.

Review the Operational Technology (OT) knowledge bases that are accessible to unauthenticated users by using the user criteria and glide.knowman.block_access_with_no_user_criteria property settings.

Create an Operational Technology (OT) knowledge base to provide a self-service platform for OT knowledge users to store, share, and manage content that is related to OT incidents.

Configure Operational Technology Knowledge Management so that you can create the data foundation for the Operational Technology (OT) solution.

Create a knowledge article to record and save information that is related to an Operational Technology (OT) incident and its resolution.

Create a knowledge article in Industrial Workspace to help cater an article's contents to the needs and solutions not directly related to an Operational Technology (OT) incident.

Create a user criteria record to determine the users who can read or contribute to an Operational Technology (OT) knowledge base.

Find information in the related knowledge articles that are attached to an Operational Technology (OT) incident record for any previous resolutions that may be applicable.

Operational Technology Knowledge Management helps you to capture information about your Operational Technology (OT) system in knowledge articles that are related to OT incidents. Your organization can then use these knowledge articles to help your users to access the right information and prevent miscommunication with your users.

When creating a new knowledge base, fill out the following form fields.

ServiceNow Operational Technology Knowledge Management can help you collect, organize, and share knowledge about your Operational Technology (OT) system, its devices, and the resolved incidents within your organization.

Reference topics provide additional information about Operational Technology Knowledge Management.

Find more information about the OT extension classes and related applications.

You can assign Knowledge Management roles to your Operational Technology Knowledge Management users.

Report a knowledge gap from an Operational Technology (OT) incident if you can't find relevant knowledge articles about the incident.

As an administrator, you can configure the look and functionalities of Operational Technology (OT) knowledge bases with the Knowledge Management properties.

After you complete all the required set-up tasks for Operational Technology Knowledge Management, you can begin managing knowledge articles that are related to Operational Technology (OT) incidents.