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?
Forum Posts
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?
AI KB Article Gamification Ideas
Hello folks! Our organization recently went live with the AI KB article generation feature, and we are trying to get our support agents to use it more frequently. One of the ideas we came up with was to gamify or create a monetary incentive for the q...
Knowledge Feedback Task is going to Default Assignee
Hello Team,Whenever I am submitting the Knowledge Feedback Task.The Task is assigning to Particular Knowledge Group Default Assignee. But the Requirement is The Assigned to needs to be EmptyCreated Client Script:sysrule_assignment code:if(current...
Resolved! Addressing the "Checked Out" Knowledge Article Issue in ServiceNow Docs
The Docs state the following: 'If the article versioning feature is enabled, the author cannot edit the article if it is already checked out by the contributor.' However, if a contributor checks out an article and then leaves it in that state (for ex...
Resolved! Articles with the status "Pending Deactivation" are no longer found or displayed
Hello Community,In https://www.servicenow.com/docs/de-DE/bundle/xanadu-servicenow-platform/page/product/knowledge-management/task/retire-versioned-article.html, an article should no longer be found or displayed until the retiring request has been app...
Providing additional access or route KB article to team members to edit
Hello all,We have various IT personnel creates KB articles for both IT Knowledge Base and Self-Service portal (for everyone outside of IT to access). With roles and responsibilities change in the organization, some of the KB article authors wanted to...
