We are leveraging User Criteria Diagnostics to check access for knowledge articles. It will say that someone does or does not have access to view an article, but when we impersonate that person, often the opposite occurs of what UCD states. Has anyon...
We have a situation where the owner of the Ownership Group creates and Article and applies their Ownership group to it. This then routes the approval to all other members of the Ownership group except the Owner who is also a member of the group and ...
The edit Toolbar for most users do not have the second level item, example, the Paragraph, Bullet, Number list, the link options This is what the Admin has This is what the Knowledge Authors have I searched for a possible cause and cannot find anythi...
Hi everyone,I'm looking for best practices on structuring Knowledge Bases in ServiceNow in a very large and complex enterprise environment.Context:We use ServiceNow as our central IT4IT platformWe want to harmonize multiple existing knowledge sources...
We are on Y12 hotfix 2. We are wondering if the following legacy functionalities are on the roadmap or will be available in Australia:- Insert and Stay form option- Ability to download and view attachments (PDFs/Excel/etc) that are not images In addi...
Hi has anyone experienced issues with Knowledge Center that have been resolved with upgrading to Australia/Zurich? We're currently experiencing the following issues:- Publish button does not automatically save new content (work-around click save > pu...
Is it possible to apply a different knowledge block to an article depending on whether it is opened in light or dark theme?I have lots of CSS styles contained in knowledge blocks, and unfortunately some have hard-coded text colors which don't work so...
Hello, We are a hospital system that has been running our intranet based on established departmental hierarchy. As we look at the knowledge base structure. Is it better to go with a 1 internally public KB and many internally private? Or 1 KB for ever...
Together with the authors we were working on content creation guidelines and were considering to have a section dedicated to AI. Does anyone have any suggestions or recommendations regarding the subject?
Has anyone used the knowledge Center yet? it's like a workspace for knowledge users. Here is our challenge: we have Tech knowledge admins and HR Knowledge admins. 1. is it possible to have the lists only show data for the personas who opens up the ce...
We will soon be implementing an AI Agent to search our knowledge bases and are taking a stronger stance with our knowledge managers about timely workflow maintenance to ensure our articles are current and correct. Currently we have about 4,600 articl...
Hi, What am I missing? I try to import Knowledge Categories in to kb_categories table but I always receive same error. I'm at Knowledge Categories [kb_category] table, then I selected Import and then created following Excel to import new category.S...
In the Zurich release, users with the Admin or ITIL roles can select Knowledge → Create New and are directed to the Knowledge Center, where they can create new articles using the new experience. However, users such as Business Stakeholders o...
Interested on thoughts on using the Communities functionality of ServiceNow as a Knowledge\KCS enabler? And, those that have used it was Processes have had the most benefit outside of Knowledge? Case, Incident etc? Plus, any unexpected benefits fro...