I have two Knowledge Articles, Topic A and Topic B. The Purpose and Intro statements are similar enough they could be easily rewritten to accommodate / cover both topics. What I would like to do is place two hyperlinks after the Intro statement that ...
Hi all, I have trained the "knowledge similar articles" similarity definition successfully. However, when i try to search an article's short description(exact short description which exists) in the knowledge results for similar articles, the articles...
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...
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...
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
Good morning, I need to clear the badge expiry date of many users on the sys_user tableand I need to understand if there is a way to replicate the same date on some,because it is the same and avoid doing them individually. Thank you
Hello, New to KM and ServiceNow. I am working with project delivery teams to transfer their knowledge to our new ServiceNow knowledge bases. Wondering if anyone stores their technical documentation in their internal knowledge base? If they are alread...
I am really need of some expert suggestions. User want to have notifications for the current assigned approver(s) of requests sent every 5 days until the approver responds to the request or the ticket is closed. Workflow:
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 ...
Hello Experts,Can you please tell me in KB article we have schedule publish date field, which time zone is used by this field to publish a KB article?Is it used system default time zone or author's time zone who modifying the article.Thanks in advan...
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...
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 ...
Hello, We're trying to work on making sure that our applications have associated service descriptions (in KB records) perhaps via configuration items (CI). Later, it was found that there are some applications that may use the same service descriptio...
I'm trying to understand the AI Search Analytics dashboard. I've looked through the documentation and found this helpful knowledge article. However, when drilling down into the top queries, I see that many of the top queries are not English. While we...
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...
