We have on the articles the Configuration item.When the user creates the article and selects the Configuration item, we have the ownership group populate with the group from the Configuration item.The issue we face we save the draft kb article and we...
Hoping someone can give me some guidance! We have multiple knowledge base instances which are managed separately (and by different teams), but there are some articles that are similar - so when a change is made to an article in 1 instance, we are loo...
I have a request from the our help desk asking to see if they can allow attachments on the Leave Feedback/Flag Article pop-up box. I saw another post about a year ago about this however it never go answered so asking this question again. Has anyone b...
We are trying to pull the report from kb_knowledge table for a specific Knowledge Base which does not have translated articles related to it. We checked in the relationships table & found the below code. However, we are unable to modify to only fet...
HelloWe are just testing Xanadu which comes with new TinyMCE features including accordions. Someone else has noticed and posted that they don't work well with H3 headings. I am finding the following:When viewed on ESC portal there appears to be no i...
Long time lurker, first time poster - fingers crossed and thanks in advance for any help anyone can contribute. In our instance we leverage parent/child translations. We have added a Country field to all articles, treating all English articles labell...
We are having an issue where a certain percentage of our authors are not addressing feedback tasks assigned to their article(s). Obviously, this is an issue for keeping content accurate and up-to-date. We are moving towards ownership groups which sho...
When a customer leaves feedback on a knowledge article a knowledge feedback task is created.In this task the support office can ask the customer for more information and the customer can respond. Can the knowledge feedback task be displayed in the My...
Hi all, Does anyone have a fool proof way to generate a report that shows the knowledge articles that have received the highest views within a specified time frame (preferably a calendar month). Any guidance would be greatly appreciated.
Hello, I'm not sure what happened after Xanadu upgrade, I found that when I retired a KB article, now it went to Pending Retire. Last week, not sure how I got there, but I accidently found the KB article showed Pending Retire with Approve button. I h...
Hello,Our ServiceNow contains two knowledge bases - IT and Self-Service.* IT - for IT personnel access and create KBA* Self-Service - for everyone (including non-IT folks) to access self-help...etc.I created a KBA a while back under IT knowledge base...
Hello I am seeking advice to help me develop an effective knowledge management model. We are very much restricted to being as close to OOTB as possible and do not use KCS in HR. There is no knowledge publishing team - just a knowledge manager (me!) w...
Hi Folks, Is there a straightforward way to increase the OOTB font size from Verdana 8, to Verdana 10, but also increase all of the header sizes (h1,h2, etc...) a size too? We recently had a developer attempt to adjust the OOTB font size for knowle...
Does anyone have any guidance on getting started with actionable feedback please? We have it switched on in our instance it's just that from what I can see there doesn't seem to be consistency in how tasks are assigned to authors and how they are not...
As a Knowledge Product Owner, I'm seeking for guidance on what levers typically are pulled when approving a "new" Knowledge Base. Why? If a business unit in an organization wants their "own" knowledge base versus using the can read option - is ther...