I am hoping someone here can lend some insight into my question which pertains to relating knowledge articles to each other. As I understand it today, if I have 2 articles, A and B that I want to relate I need to make sure they are both published and...
Hello Experts,We are using OOB 30days kb article expiring notification.Link for list of expiring articles showing correct while session is active/logged in, if we open same link in incognito mode or post logout if we click on link it asking user id a...
When looking at the edit view before checking out an article there is noticeable extra white spacing between fields on knowledge templates. I have verified there is no extra hidden paragraph line-breaking or text in the field causing this issue.I hav...
I am looking for a way to run a report that shows knowledge ownership groups who do not have any articles published in a certain knowledge base. Looking to run an audit looking for unutilized ownership groups to follow up/remove if not needed.
I've seen the 2017 post about how to do this, but unfortunately the solution is no longer available. I'm looking to link directly to a specific knowledge category from our customer portal in Utah. Is there any way to do that?
Hello All, I'm trying to build a report for my team where are I can see how many incidents have knowledge attached and how many incidents do not have knowledge attached.I was able to generate a report where knowledge is used with the help of 'Knowled...
We would like to configure a central end-user facing knowledge base where multiple ownership groups can manage the lifecycle of their knowledge articles (create, edit, retire, process feedback). We gave the ownership groups Can Contribute access to t...
Hello Experts,Could you please help me to understand the exact functionalities of having this plugin enable.Can we export article in word format from Servicenow.Appreciate if you explain it rather than sharing document link.@jMarshal Thanks in advanc...
Hi, documentation for guided decisions indicates its available for CSM. Is that feature also available for the IT service management module? Has anyone implemented guided decisions in ITSM? Kim
We've found that our users are submitting KB feedback for articles in lieu of opening tickets. We'd like to add a section to the bottom of every knowledge article but we'd like to know the best way to accomplish this.Should we use a knowledge block?S...
Hello, I'm in the process of getting old KB articles update since we've implemented ServiceNow about 3 years now. I've pulled a report that showed all the Expired KB articles and To Be Expired within two months. Various IT personnel and myself starte...
We are following the KCS framework for knowledge management. We want to use knowledge article subscriptions but our knowledge authors don't want to be auto-subscribed to articles that they author or update. Thanks,Adam
Hi, I wanted to know if it is possible to extract all the articles of a Knowledge with its tree
I built custom knowledge template. I added a custom field to the template .In Edit mode we can populate the field and save it for our article.In "kb_article_view" I don't see our new field but see all out of box template fields.How do I add it to kb...
In our configuration (Vancouver) when a customer support operator receive a request/incident ticket it show also 10 KB suggestions from 2 different bases (one for the client and one for the support operator). At the moment the suggestions are ordered...
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