Forum Posts
Helpful Votes gives the count of user stated yes, How to get the Total Helpful Votes (Yes + NO)
Helpful Votes gives the count of user stated yes, How to get the Total Helpful Votes (Yes + NO).This is required for Helpfulness KPI (Monitor the ratings on articles to gauge their effectiveness and relevance). Formula: (Number of Helpful Votes / Tot...
Social Q&A configuration
HelloI'm really new to Service Now as Knowledge Manager and so please be patient with my complete lack of knowledge or ability to find what I'm looking for in the help documentation. I'm also not sure our Product Owner is au fait with the Knowledge ...
Some submissions are not getting sent
Our knowledge article update process requires getting approval for any change. Articles showing Status=Draft but Approval=Approved are not approved. When submitted, the Status should change to Submitted. What I'm finding out is that some times, even ...
ownership group and publishing articles
Today we have the ownership group feature enabled.We want members of the ownership group to be able to go from Draft to publish. (no approvals needed)We only want approvals for non-members of the ownership group.Is this how the out of box workflow wo...
Service
Hi all, My team is using ServiceNow agile development 2.0, but we need guidance on the metrics, how can we see the metrics?
Resolved! TinyMCE Accordion with heading tags?
Hello! We have some longer FAQ articles that could maybe benefit from a rewrite using the new accordion function in the TinyMCE editor. My challenge is that we have a style guide/template for FAQ articles which use headings for the question, then re...
Tabs and Accordions in Knowledge Article
Hi Everyone, I am curious to see if anyone has tried to successfully have tabs and accordions in a knowledge article which is easy to maintain by authors that are not HTML experts.
I'm wondring why this spoke support only PAT and not oauth 2.0
I'm wondring why this spoke support only PAT and not oauth 2.0
Is there a way to have certain knowledge bases that some knowledge managers cannot see?
We have some knowledge bases that need to be secure. Is there a way to have some knowledge bases or type of article that not all knowledge managers can see?
Knowledge Base Article Version Trimming
I am still pretty new to the platform, but I met with an IT business partner who has identified issues with certain articles with high version numbers (40+) containing attachments taking much longer to load than normal. It was unclear whether the att...
Affected CI is not visible in Knowledge Related List
Hello Team,Recently I have Imported the data from Source instance to Target Instance via XMl.The data is perfectly synced in the form view.But the Affected CI Related List is showing empty. Even I have exported the data from Source m2m_kb_ci Table an...
Resolved! Knowledge categories are not sorted in alphabetical order
Hi! Renamed a knowledge category, and after that it is no longer sorted in alphabetical order. Confirmed that there is no space in front. We are running under Zanadu. See attached examples.
User Criteria Best Practices
Hi everyone. I've currently been tasked with optimizing user criteria for knowledge articles. It's an HR knowledge base, but we are seeing HR criteria and user criteria from other areas (IT, catalog items, etc.) when you click on the list. Essentiall...
Is there a way to consolidate all articles from one knowledge base into another knowledge base ?
I would to consolidate 84 KB articles and 9 categories from one knowledge base to another is there an efficient way to do this?
