We are just starting to manually copy our articles from Zendesk to ServiceNow. I recommended that my team copy and paste the source code from Zendesk to ServiceNow and make adjustments needed. This method does not transfer the images, which is fine; ...
Hi all We're using ServiceNow Knowledge with Now Assist / AI Search, and historically we've populated the Meta field with keywords to improve findability.Since rolling out AI powered search, it seems the platform is finding articles from the article ...
With our Australia upgrade the Table of Contents function was removed from the TinyMCE. I've asked about getting it back from our developers and was told that it wasn't an option any more. This is causing some major issues since we have a number of g...
Knowledge Versioning: Is enabling glide.knowman.versioning.enable_minor_edits a supported production approach for bulk metadata updates on published articles? Hi Community,I'm looking for guidance on the recommended and supported approach for perform...
I would like to create a report that displays highest viewed knowledge articles per month. I cannot seem to find a way to do this and the posts I looked up in the past are relatively older.
Hi Community, We have a number of legacy Knowledge Articles currently stuck in Review and Pending Retirement states. These articles were submitted for approval before I was added as the Knowledge Manager / Manager of the respective Knowledge Bases. S...
Hi all, I'm working on a governance document for the program and I'm curious how you build your programs to scale? It's hard to predict the future, but I'm thinking that having good alignment on people, process, technology and governance does the tri...
Good afternoon, We currently have a taxonomy for Catalog Requests and Knowledge, but we are thinking that we can do better and would like to see where we can improve. We are a law firm. Are there any other law firms that are willing to share their se...
I have noticed that when a knowledge article link is set to open as New window (_blank) if it doesn't contain a protocol such as https:// before the link it will open in a new tab with the message "The page you are looking for could not be found". Ex...
Hi all.I say a beginners guide, I joined this team to manage problem, however I seem to have had knowledge thrust upon me with no guidance, so I'm learning as I go. I've been tasked with trying to address knowledge gaps in the public knowledge base, ...
If I create a report with Workflow = Retired it includes articles where version 1 (or whichever) was retired but might now be in version 2, etc. An article that was say version 10 and is then retired shows up in the count as 10 retired articles. Is t...
Hi I am currently looking for the best way to produce a KPI to show the truest results of incident deflection from users not completing the incident form. Has anyone found a way to provide numbers from users who perhaps have found a solution KBA dur...
Hello all,What is the best way to have pre-populated HTML-formatted text display on Knowledge article template fields? I thought this could be accomplished using templates, but I can't figure out how to have pre-populated, standard-formatted text app...
Can you recommend some training or articles that will help people who will be creating dashboards in Platform Analytics understand general data analytics principles?
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...
