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...
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...
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...
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...
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 ...
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?
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...
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...
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...
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...
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...
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.
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 (...
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...
We love the ‘table of contents’ (TOC) feature in ServiceNow Knowledge Base articles. However, we feel it is missing a convenient auto-update feature that triggers when you hit the update/save button in a KB article. Any thoughts on this? BestTom
