Hi all I would like to check whether it’s possible to bypass the workflow for articles where only the valid-to date has been updated and no content changes have been made. If an employee is only extending the valid-to date, can the system detect this...
Hi all,While cleaning up articles to ensure they are tagged with the correct Portal topics, I came across an issue.Some articles show a Portal topic on the article page, but when I go to Connected Content to remove it, the topic does not appear there...
Hi guys, how do I set the standard presentation format of the title (Short Description) of a Knowledge Article on Service Portal (/sp)? I thought I would find this easily, but can't seem to find the answer anywhere. Any help appreciated! thanks in ad...
We use the Knowledge Management module.A feedback task is created . We are using ownership groups.The feedback tasks is assigned to the ownership group and the manager of that group.When they reassign the feedback tasks they noted they see the author...
Hello,When Genius Results provides an answer, and the user resolves their issue without clicking the attached article, does that interaction count toward the article’s view count?I’m concerned that if Genius Results satisfies the user without a click...
Happy 2024 everyone! May 2024 be kind to all of us.We are looking at implementing a document repository on SharePoint to complement our knowledge base.Hoping to learn from your experience on this topic. 1. How well/not well is it working for you? Wha...
We have many separate knowledge bases and would like to get the click rate/rank on each separately as needed. The PA widgets for the KM dashboard only let you change KB categories. I would have to select 27 categories every time I want to see this ...
Where do you find average click rating to show in a list report? We have a requirement for a list report showing all the knowledge articles by their KA Number Short Description (title), Category, Can Read / Cannot Read, Country ISO, View Count Aver...
How to create Knowledge based reports that can effectively manage the currency, utilization and overall health of Knowledge within my organization.
Hi All, I wanted to understand, how is relevancy calculated in articles search (related search) from a HR case form. Sometimes the relevancy score shows very high, for ex: 1000+ points and sometimes it shows in 100's. I want to know how it is calcula...
On the "Valid to" dictionary entry, we used to have it set to use dynamic default that had a custom value to have all articles created and updated two years from the current date. We decided to use the Article Validity feature so that each knowledge ...
Hi allI was wondering how people deal with issues/teams, where an analyst will link or attach an incorrect knowledge article to an incident. Example, analyst links an Adobe article to an issue regarding MS Teams. At the moment, I'm trying to push our...
As in title. Can't create a Knowledge Ownership Group (even with knowledge_admin role assigned).The glide.knowman.ownership_group.enabled property is enabled, per this documentation:Activation informationTo enable the use of ownership groups, enable ...
Hi,First time poster, long time lurker, as they say... Is there a way to create a report that tracks which articles have not had any changes to content made, when "Valid to" date is updated? My company wants to keep track of which articles are simply...
Hi All Could you please share your experience with what other records you link Knowledge articles in ServiceNow?My Understanding out of the box functionality is linking to CI. If you link to CI, do you restrict to what CIs it can be linked e.g. Servi...
