Can decision trees be enabled in ITSM?
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
Forum Posts
Knowledge block: Is this the right solution for us?
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...
Not finding KB Articles when running Search
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...
Is it possible to turn of auto-subscribing to articles (by default) you author?
We are following the KCS framework for knowledge management. We want to use knowledge article subscriptions but our knowledge authors don't want to be auto-subscribed to articles that they author or update. Thanks,Adam
Resolved! Extraction of all articles with trees of a Knowledge
Hi, I wanted to know if it is possible to extract all the articles of a Knowledge with its tree
Article Templates/ custom fields
I built custom knowledge template. I added a custom field to the template .In Edit mode we can populate the field and save it for our article.In "kb_article_view" I don't see our new field but see all out of box template fields.How do I add it to kb...
suggestions from different KBs
In our configuration (Vancouver) when a customer support operator receive a request/incident ticket it show also 10 KB suggestions from 2 different bases (one for the client and one for the support operator). At the moment the suggestions are ordered...
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...
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...
Resolved! Users using the KB Article "Helpful:No" option when they should be submitting a ticket
Hi folks, I just wanted to see if others had come across this. As we've been exposing our KB to our community, we are finding people are more and more using the Knowledge Feedback Option of Helpful:No and commenting in lieu of submitting a ticket. I ...
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?
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...
Seeing Collapsed Mode When Approving Articles
Hello,Is there a way to see Collapsed mode and the collapse/expand function in the TinyMCE while approving it?In View Article, you see arrows to the left of each heading. However, article reviewers and approvers are not seeing the arrow.Is there a wa...
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...
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...
