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Forum Posts

Create article in Knowledge base without can contribute

Hello Experts,Need a suggestion on how can a user have access to knowledge base for create a article without adding user in "can contribute" user criteria for that particular knowledge base.If we add that user to can contribute, user will have create...

sayan3 by Tera Contributor
  • 369 Views
  • 2 replies
  • 0 helpfuls

Known Error

Looking for advice from anyone that may have an established mature Known Error process in place. We are working on putting in a formal process around Known Errors. What I know:Only one Known Error knowledge article can be created from and related to ...

Resolved! Using knowledge blocks in multiple knowledge bases

Hi, I have a question regarding the use of knowledge blocks.Within our company, we use multiple knowledge bases in ServiceNow. We frequently use Knowledge Blocks in this process. We have a piece of information that applies to multiple knowledge bases...

Warri by Tera Contributor
  • 4381 Views
  • 24 replies
  • 30 helpfuls

Article Template - Hide Field

Has anyone used ACLs/Encryption to hide fields on Knowledge Article Templates? I'm looking for examples on how this works as we're looking into Staff articles including a field only visible to Agents so that we can reduce the number of "duplicate" ar...

Lesley W by Mega Guru
  • 1058 Views
  • 8 replies
  • 7 helpfuls

Hyperlink management in translations.

We have a ServiceNow environment with versioning and multilanguage enabled.By internal convention, the source (original) document is always in English.For every English document published, we translate it into other languages.Often new documents have...

Arnaldo by Tera Guru
  • 1100 Views
  • 6 replies
  • 2 helpfuls

Prioritizing article suggestions during ticket creation

Is there any way to "weight" a specific article to be the first suggestion that comes up when someone types in a matching keyword when submitting a ticket? We have a large KB with several articles about Insurance, and I need a specific one to come up...

kbukg by Tera Contributor
  • 986 Views
  • 7 replies
  • 0 helpfuls

Knowledge blocks feel illogical...

Hello! I'm sure there has been plenty of talk about this over the years, but I'm struggling with the logic of using blocks within a support department knowledgebase. If all members of the department are set to contribute to a knowledgebase, then they...

Kristin J by Mega Sage
  • 1397 Views
  • 12 replies
  • 16 helpfuls
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