Hi All, I’m seeking insights into how organizations are currently managing feedback for knowledge articles in ServiceNow, particularly for IT users and service desk agents. In our setup, the feedback functionality was previously accessible directly w...
I've seen several posts on related questions. I would love to see some feedback from ServiceNow. On a suggested solution to the problem. People are suggesting custom code, third party sites, insane auditing plans. What is the best way to locate and f...
I am the Knowledge Manager for my organisation and have the knowledge_admin and knowledge_manager roles. I have created 5 knowledge bases previously without issue. I have created a new one called Service Delivery Manager but when trying to assign per...
Hi, I'm trying to get a report or list of KB view counts by source. Our KBs can be viewed from our ESC portal, KB portal (SP), incident and native. I'd like to be able to filter view count depending on where the KB was viewed. I though crossing these...
Hi gurus, I know you can link incidents to articles, but can you do the reverse with linking existing articles to existing incidents? We have a goal of having all our articles linked to incidents and was wondering on how to do this.
I am in the process of reviewing the Amaze knowledge plug in. Has anyone else used it? Do you like it? Do we have any insights on the time or resources required to set it up fully? Are there any licensing costs? The monthly cost appears to be a “sub...
Hello, How can I set up Heading style and Field style in my article templates? Thank you much
When building a report using "Article body > Contains" as a condition I've found that terms entered will bring back results where the term is a partial match for a longer word. Example: Searching for EVEN will bring back articles where the word EVE...
We have an article linking conundrum that I'd like your advice about:We have internal articles and external articles in our KB and they are controlled through permissions, meaning, we mark our articles as internally facing or not. Employee Center cau...
Hi folks,I'm looking to get advice from anyone who is using KCS for the Knowledge Management framework and has been able to maintain an instance close to the out-of-the-box (OOB) configuration in ServiceNow.I'm interested to know how you've establish...
Hi! I'm thinking about the idea of having a self-service community for our department and I'm considering the Communities plugin, which seems ok. This one: https://www.servicenow.com/products/communities.html But, it seems to me like there hasn't bee...
HI, Today out of the box feedback tasks are assigned to ownership group and the ownership group manager as the assignee. I am trying to understand the logic for this instead of just assigning to the group.Does anyone know why it this way?We may need ...
Good morning Community!I am using the ServiceNow Community platform and am interested in connecting with other Community Managers to discuss best practices and utilizing the SN Community platform.Things I would like to share and chat about:Monthly, q...
How do I post an article to a forum? It shows as draft, and I can't find anywhere to "publish" it.
Good day! For some reason, the "Retire" button won't show up in the knowledge article form for users who already have the knowledge_admin and knowledge_manager role; it is only visible for users who have the admin role. I already made sure that the ...
