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Resolved! Enabling subcategories in knowledge bases

Hello everybody!We have an issue with displaying new knowledge categories in our knowledge base. I am the owner of the knowledge base an I set some of my collegues to be knowledge managers in this knowledge base.I created a new category in the knowle...

Language filter for article searching on Incidents

We are looking for recommendations on how to allow our Incident workers see/attach a relevant knowledge article in a language different than their chosen one on the platform.  We already have articles published in multiple languages.  The issue is th...

KCS and Known Error

Is there anyone who uses both KCS and the Problem Management Known Error Knowledge processes cohesively at your company? We're struggling with how to easily transition from an initial KCS KB to a Known Error KB. The Known Error KB has to be created u...

Resolved! Using images in articles

Hi all  I am writing some guidance for authors and wondered if there is any best practice guidance on use of images? what is the best size (and how to set this), what should the resolution be etc.  Many thanks (in advance) Jo 

Jo_Dunne by Tera Contributor
  • 2157 Views
  • 7 replies
  • 7 helpfuls

Modifying Accordion Font Size

Is there a way to adjust the default font size for the Insert Accordion feature in the TinyMCE editor? I understand that font type and size can be configured through System UI Properties, but I don’t see any option to change the accordion’s default f...

nebula by Tera Guru
  • 312 Views
  • 2 replies
  • 0 helpfuls

Resolved! Are Service and Service Offerings redundant on articles

Hi.Apologies in advance for asking yet another question, it's a case of a process handed to me with no shadowing, real training, so I'm keeping the lights on and learning as I go. So I'm looking at how our articles have been mapped when people have c...

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RogueFader by Tera Expert
  • 589 Views
  • 4 replies
  • 3 helpfuls

What does your Knowledge "Data Governance" look like?

I’m looking to understand what everyone’s Knowledge Governance looks like at their company — or if that even exists? Does ServiceNow provide any guidance on how to best maintain article integrity, lifecycle, and process for authors? For example, we h...

nebula by Tera Guru
  • 1327 Views
  • 8 replies
  • 5 helpfuls

KCS Knowledge articles

 Hi all.Does anyone here have experience of KCS within your org who may be able to offer advice?Currently, when a first line team resolves an incident and there is currently no knowledge article that supported them, they tick the 'Create Knowledge' b...

RogueFader by Tera Expert
  • 611 Views
  • 5 replies
  • 3 helpfuls

Catalog Request for Knowledge

Good afternoon, I am looking to create a Catalog Request for Knowledge Items. For example, if someone is requesting a new Knowledge Article to be created (i.e., someone from the ServiceDesk is requesting the Ownership group to create a knowledge arti...

Resolved! Knowledge Category/ Taxonomy

Hi all.Just looking to get a steer from someone wiser than I on how they went around creating knowledge categories. The knowledge process was handed over to myself, however when I review what categories people chose when creating a new article, there...

RogueFader by Tera Expert
  • 1222 Views
  • 12 replies
  • 11 helpfuls

Resolved! New knowledge template does not appear

I followed the steps in the ServiceNow documentation to create a new template in the knowledgebase. The template is set to Active and marked as True for Active in the list of templates. However, the new template does not appear. How do I enable my ne...

Jannises by Tera Contributor
  • 825 Views
  • 4 replies
  • 3 helpfuls

Resolved! Using form templates to help format knowledge article

HI,We are using the form templates  to help us format knowledge articles. https://www.servicenow.com/docs/bundle/yokohama-platform-administration/page/administer/form-administration/concept/c_Templates.htmlFor new templates we want to create we can n...

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