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Forum Posts

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
  • 1177 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
  • 1103 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
  • 1609 Views
  • 12 replies
  • 16 helpfuls

Approving articles from different views

I have noticed that when approving articles there are different options depending on where you are at in the article. When viewing from the "Approvers" tab and you double click the "State" field to approve, deny or whatever there's a list of selectio...

Pasting images into Knowledge Articles

Is there any way we can add a feature to rename an image when utilizing the drag and drop feature within Tiny MCE to make it easier for my authors? Organizing and renaming 10 graphics named pasted_image.png gets confusing and my authors don't want to...

Require comments on negative feedback or leave OOTB?

We are making our KB available to a new audience. The OOTB solution for feedback is that when someone marks and article as helpful/not helpful, a dialog box opens allow them to select from a list of responses.  The default response is "Other."  There...

amarks by Tera Expert
  • 1825 Views
  • 11 replies
  • 10 helpfuls
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