How can I set up Heading style and Field style in my article templates?
Hello, How can I set up Heading style and Field style in my article templates? Thank you much
Forum Posts
Reporting on article body words
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...
KB Article Internal Links: SOW dynamic linking workarounds?
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...
Are you using the KCS framingwork and process KFTs OOB?
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...
Self-service Communities - does anyone use it?
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...
Resolved! knowledge feedback task
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 ...
I would like to connect with other Community Managers
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...
Resolved! Posting an article to a Forum
How do I post an article to a forum? It shows as draft, and I can't find anywhere to "publish" it.
"Retire" button is not showing up for knowledge managers, knowledge admins
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 ...
Need help removing/deleting attachments in Knowledge Articles
I am a Knowledge Admin and I've been trying to figure out how to delete/remove attachments from KB articles. Several things you need to know: 1. There's a max of 20 attachments/jpgs/images allowed 2. The article author reached the max but we needed ...
Resolved! Table of contents and/or jump links in articles on ServiceNow forum - Article or blog post
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...
Role based content segregation
I’m implementing role-based content segregation in ServiceNow Knowledge Management and need the best approach for structuring articles for our Service Desk and end users.Goal:• Service Desk sees the full article, including end user instructions.• End...
Resolved! Does AI Search OOTB index the content of all file types attached to our knowledge articles?
Does AI Search OOTB index the content of all file types attached to our knowledge articles?Can I check a property somewhere which states what file types are being indexed?
Resolved! Tags vs Meta field
Hi! We are migrating our current Zendesk Help Center to ServiceNow and I'm hoping to learn more about minimizing the impact on SEO for our content. I would love any resources the community has connected to setting up ServiceNow knowledge for a custo...
Streamlining Search Results in a Single Knowledge Base
Hi All,In my organization, we maintain a single knowledge base that caters to end users, the service desk, and support teams. Here’s a bit more context:• The knowledge base includes ITIL-marked SOP articles for support teams and service management ar...
