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Forum Posts

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
  • 2932 Views
  • 12 replies
  • 12 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KB article - outdated workflow state

How and when is the latest flag set and the workflow state change to outdated on a knowledge base article?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
  • 3353 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
  • 1396 Views
  • 8 replies
  • 7 helpfuls

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
  • 421 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
  • 4836 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
  • 1192 Views
  • 8 replies
  • 7 helpfuls
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