Hi. I was wondering what others do in regards to ensuring compliance from knowledge authors in regards to the quality of their articles they create.Currently, we do have a guideline that font is a particular type and size, description is clear and ea...
my instance dev192300 is not waking up from hibernation.
Does anyone have any suggestions for end user categories as far as grouping knowledge articles?
Hi, We have Feedback Tasks OOB for feedback on articles.When an article is 45 days before it will expire we want a feedback task to be created to the ownership group.Is there a method to do this?We want the ownership to track this as the emails we se...
Knowledge -> Administration -> Article Templatesvs. Lower left hand side Create a template (see attachments for further clarifications) I'm trying to create a standard "template" wherein when creating a new knowledge base article in a specific knowle...
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 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...
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 ...
How do I post an article to a forum? It shows as draft, and I can't find anywhere to "publish" it.
How do I create table of contents and/or jump links on articles (or blog posts) here on servicenow community? Like for example what has been done here with table of contents: https://www.servicenow.com/community/itsm-articles/it-service-management-k...