Knowledge Managers
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Forum Posts

How to Relate a Dashboard within a Knowledge Article?

There are several knowledge articles that are linked within Dashboards (and of course, nobody tells the Knowledge Manager they've done this) and I am updating KBs to new templates that I have built. In this process, once the new KB has been built wit...

trout1974 by Kilo Guru
  • 1393 Views
  • 12 replies
  • 11 helpfuls

Acronyms

We are currently on Rome, but upgrades are being discussed for the near future, so I can wait a bit if the answer is in a new release. Our organization uses a lot of acronyms, and they often duplicate across different business areas (same letters, di...

Aerin by Tera Expert
  • 3474 Views
  • 5 replies
  • 6 helpfuls

Make changes to Knowledge feedback form

Hi community, do any of you know how to change the Knowledge feedback form, that appears when rating X stars or lower, clicking Not helpful etc? We would like to change the wording a bit, adding a disclaimer etc.   many thanks in advance  /Tommy 

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Resolved! Tips to migrate Wiki to knowledge base

We have been asked to migrate content from a Wiki site (XWiki v8.2.1 - very old, hundreds of pages) to ServiceNow knowledge. Wondering if anyone has done something similar and has any advice? - Is manually moving content from each Wiki page to a new ...

Tasha3 by Tera Expert
  • 1217 Views
  • 4 replies
  • 4 helpfuls

Can an article sit on multiple KBs

Hi All, I have multiple knowledge bases, service desk agent facing and customer self-serve facing. There are some articles that are relevant for both audiences. I was using AI to try to discover if one article can be assigned to multiple KBs to avoid...

Jen_C by Tera Contributor
  • 2640 Views
  • 12 replies
  • 11 helpfuls

KB article - outdated workflow state

How and when is the latest flag set and the workflow state change to outdated on a knowledge base article?  I am trying to write an automated test for publishing a new KB article version, but the test is failing because the latest flag is not set to ...

Colleen by Tera Expert
  • 3166 Views
  • 6 replies
  • 1 helpfuls

Resolved! What is your experience with inactive authors?

Hello,When it comes to Authors who have moved on (whether it be to another team or another company), what have you been doing?What have you been doing with the Author field?Have you been updating it? Changing it to another user? Leaving it be?  Thank...

Andrew64 by Mega Guru
  • 1247 Views
  • 8 replies
  • 7 helpfuls
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