Sorry about the long read! Note: I'm mostly curious to hear thoughts and experiences from your organisation — don't get too hung up on the specifics of our setup! (And hopefully don't just answer that we need better content approval) We're evaluatin...
We want to have total view count of knowledge articles over period of time : and the date filter is usually a platform analytics filter such as last 7 days, 30 days, etc?How would we achieve this?the user just wants to see one row per knowledge artic...
Hello everyone, We recently activated the Knowledge Versioning workflow, I've also updated the Knowledge Properties glide.knowman.versioning.enable_minor_edits to include meta and author fields without creating a new version.However, our Service De...
I'm hoping someone can help. I am a new Knowledge Manager in an HRSD kb. We don't have translations turned on yet but have articles translated through a professional company. I am trying to figure out the best practice for articles that have 2-3 diff...
Hi This has only happened once so far but I have a knowledge base where I am the only knowledge manager. There are around 5 or 6 authors. I've had an email today from two of the authors who received a prompt to approve or reject an article that had e...
WE have knowledge articles that are use approvalsAs knowledge manager for a knowledgebase how can we build a report/dashboard to see what articles still need approval? What those approvals are an who or work group they are assigned to ?WE used the sy...
Hi! Has anyone experimented labeling a knowledge article internal or external? Either through a custom solution or some other clever way. Background: We currently have two knowledge bases per customer (we're a consultancy). External base (usually abo...
We have a challenge in our org and I am hoping to get some direction;We are working on developing reports / dashboards for different leaders within our Service Desk and are finding they don't have access to view anything that was built off of any of ...
Hi All, I have multiple knowledge bases, service desk agent facing and customer self-serve facing. There are some articles that are relevant for both audiences. I was using AI to try to discover if one article can be assigned to multiple KBs to avoid...
Hi,For those who use different templates, once a KB article is published, can you switch from one template to another ? Use case:Article created with the QA template, fields: Question and AnswerThen this article is seems to be more a break and fix ...
When our authors paste content from Word, emails, or AI tools into the knowledge editor, it always seems to get weird when published. Font sizes for instance. There's the "Clear formatting" button that fixes it, but we'd love to skip that manual ste...
Hey! If a Resolution field has more than one resolution in it, should each one have a heading (H2/H3), or is a bold title correct? Especially in terms of AI search / NowAssist. Either: (With bold text) Option 1: Restart the Teams appClose Teams compl...
Hey! I’m a bit confused about the whole metadata / keywords / tags topic in ServiceNow KM.In different videos and material I see things like “Use meta and tags on knowledge articles for relevancy. AI Search utilizes meta and tags for relevance.” Soun...
Is there an efficient way to move Confluence docs to ServiceNow? We're making the move to SN, and moving all the knowledge has me stumped. If there is a tutorial or clear instructions, that would be amazing.
For Feedback Tasks, members of the knowledge article ownership group should be able to view and work the feedback tasks.From the fulfiller view menu, members of the ownership group don’t see these menus.I see that the menu needs the knowledge role.In...
