Knowledge Managers
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Forum Posts

Retiring low use articles systematically

Hello, looking for any experiences with automatically retiring low use articles.how did your org define low use? (views, edits, ratings, etc)SN changes article status if a KB exceeds the annual review date- seems it could also retire them if low usag...

Resolved! Knowledge _View _As Role Usage

Hi All, Hope you are doing good. Would like to know about this role (Knowledge _View _As) under Knowledge Management module. I tried searching for methods to use it but i am not able to find proper guide. I am performing some testing and would like t...

Ghana95 by Tera Contributor
  • 858 Views
  • 2 replies
  • 1 helpfuls

Sample of your online training manual? template or layout?

I want to create staff training manuals in service now different subject matters - we are local government.  Do you have a sample you could share showing layout and design.  I don't want constant scrolling or to use pdf or word documents anymore. 

Josieb by Tera Contributor
  • 1759 Views
  • 5 replies
  • 3 helpfuls

Article Acknowledgement - user has read and understood

Hi everyone! In the policy module, there is a process called "Acknowledgement Campaigns" that allows for a user to review and accept the policy. It also creates appropriate reporting. I'd like to do something similar for specific knowledge articles (...

Kim27 by Tera Guru
  • 927 Views
  • 3 replies
  • 5 helpfuls

Allow editing of articles with a different author

Hi all, I hope you can help with this requirement: Allow all itil users to create draft and edit published articles regardless of who the author or owner (set to group) is. All draft/checkout version goes to an approval workflow and only the final ap...

macoy_PH by Tera Contributor
  • 1309 Views
  • 5 replies
  • 2 helpfuls

Resolved! Knowledge Feedback Task Resolution

Hi everyone! I am reaching out to see what your process is for Knowledge Feedback Tasks. In our platform, it doesn't look like the KFTs will close themselves out. Do you have the agents that are working the tasks, resolve and then close them out manu...

BobbieG by Tera Contributor
  • 2248 Views
  • 8 replies
  • 7 helpfuls

Actionable Feedback Tasks on Comments

Actionable Feedback TasksOut of the Box Feedback Tasks are created for “Flagged” from Workspace and KM Portal.For comments can these also create feedback tasks?Is there a downside to creating feedback tasks for comment?We want to do this as the Flagg...

Identifying Content Changes

Hello, all! I am working on providing some ideas for our knowledge article owners around how to make changes to article content easier to identify - i.e., a step in a process was changed on an existing article. In the past, using other knowledge plat...

Sara N by Tera Expert
  • 1291 Views
  • 4 replies
  • 5 helpfuls

Resolved! PDFs in articles and Knowledge Base of documents

Newbie here and I'm getting frustrated and hoping I can find the help here that I need.  I'm trying to do 2 things: 1) Embed PDFs into knowledge articles from Documents/Documents.  Is there any way to either embed, link, or attach a PDF from Document...

dgerlock by Tera Contributor
  • 10958 Views
  • 15 replies
  • 14 helpfuls

Resolved! TinyMCE Editor in Xanadu

Are there any screenshots of the TinyMCE toolbars from the Xanadu release? I've been told there are some enhancements such as including the accordion, but I'd like to see them so I can relay this information to my manager.Thank-you.

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