KB Guard by Exentis

Stops ServiceNow incidents from being resolved or closed without a linked knowledge article.

Every resolved incident should leave a trail the next agent can follow. KB Guard makes sure it does. KB Guard watches the incident form in ServiceNow. When an agent clicks Resolve or Close Incident, or saves the incident into a Resolved or Closed state, KB Guard checks the Knowledge Record field. If it's empty, the incident stays open and the agent sees a short message asking them to link the article that documents the fix. GROUP RULES Give an assignment group its own list of knowledge articles. Paste the list straight from Excel, as one number per line, or separated by commas. Incidents assigned to that group can only be resolved with an article from its list. Groups without a rule can use any article. SHARE WITH YOUR TEAM Export your settings to a file and send it to your team. They import it and everyone works with the same rules. WHAT YOU GET - Resolve and Close are held until a knowledge article is linked - Saves that move the state to Resolved or Closed are held too - Per-group lists of approved articles - Works with custom Resolve and Close buttons, matched by their label - The knowledge field is found automatically, or you can name it - Limit it to your own instances, or run it on any *.service-now.com instance - A counter of incidents held and incidents resolved with an article PRIVACY No tracking, no analytics, no external servers. KB Guard only talks to your own ServiceNow instance using your existing session. Settings stay in your browser. GOOD TO KNOW KB Guard works on classic incident forms, including the classic form inside Next Experience. It's a client-side check: for enforcement that also covers integrations and list edits, pair it with a business rule (an example is in the README on GitHub). ServiceNow is a trademark of ServiceNow, Inc. KB Guard is made by Exentis and isn't affiliated with or endorsed by ServiceNow.