We are making our KB available to a new audience. The OOTB solution for feedback is that when someone marks and article as helpful/not helpful, a dialog box opens allow them to select from a list of responses. The default response is "Other." There...
When I search for something on our portal I get "recently viewed" results and "suggested" results.The suggested results display the knowledge page in an older, more backend like format while the recently viewed results display the same knowledge page...
I am experiencing two issues with minor edits for versioning. 1. We turned minor edits on for a few fields. It was working fine. We needed to test a potential related issue. We turned off minor edits from the Properties however the fields selected fo...
Hi All, We have had Ownership group enabled for awhile now and one of the issues that I am getting often is how do teams collaborate on a knowledge article? It has been raised a few time now. Our ownership groups are tied to our assignment groups. Of...
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...
