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Resolved! Utilizing AQI for Annual Knowledge Reviews

Does anyone utilize AQI for Knowledge Reviews? I would love to utilize the AQI feature for my annual Knowledge Reviews, however there is no OOB functionality to automatically assign AQIs to Knowledge Groups or Authors. Would be nice to have. Right no...

emilyswanger by Tera Contributor
  • 1157 Views
  • 4 replies
  • 2 helpfuls

Tokyo: Provide a Replacement Article

Hi, all -  I am trying to use the Tokyo feature to provide a replacement article when retiring an article. It seemed like the feature should be automatically available after upgrade, rather than having to change any settings - however, I have been un...

Sara N by Tera Expert
  • 1147 Views
  • 3 replies
  • 8 helpfuls

Resolved! Knowledge_View_as Role in ServiceNow

Hi All, I am seeking some clarification on the use of this role in SN Knowledge. As a knowledge admin in SN, am I able to use knowledge_view_as as an impersonate method to troubleshoot reported view or access issues in a PROD instance?

Rebecca B by Tera Contributor
  • 869 Views
  • 3 replies
  • 1 helpfuls

Knowledge Approvals on Employee Center

We are working on improving the information on the To-Do List for article approvals. What information have you found most useful that can be added to that tab? It seems strange that out of the box it is just the article name and number when we'd like...

Assignment groups vs. ownership groups

We are currently using ownership groups to manage creation, etc., of knowledge articles, but my devs want to transfer this functionality back to the standard assignment groups. I can see the pros in terms of minimizing the number of total groups to m...

Aerin by Tera Expert
  • 4307 Views
  • 10 replies
  • 14 helpfuls

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
  • 929 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
  • 1956 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
  • 1016 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
  • 1400 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
  • 2464 Views
  • 8 replies
  • 7 helpfuls
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