I'm reporting on table cxs_rel_doc_detail to identify articles where agents have clicked "This helped" but I can't find a way to show the workflow for each one - i.e Published, Draft Am I missing something obvious, or is there another table that give...
We have been using ServiceNow for a couple of months now, so we have not had any production knowledge articles to reach their default valid-to-date of one year. My understanding of OOB is that on the first of each month, notification email will be s...
Looking for closed captioning guidance active to toggle on and off in a video knowledge article. Currently: Created recordings using StreamUsed Clipchamp to create the .VTT downloadable file containing the closed captioningLose the closed caption whe...
We are currently creating a workflow for the Valid To expiration for KB articles.We are using Ownership Groups.We would like to create a notification to the ownership group at 30 days (one notification email with all articles listed with links to op...
Hi, I'm hoping someone can help. Overnight it seems, end users lost access to KB articles. They cannot access them via direct link, they cannot access them through the front end (going through Knowledge), and they cannot access via individual article...
If you search a knowledge article by entering its KB number in the search bar on our portal some of our articles are shown in the correct, user friendly, way while others are shown in a strange, rather oldfashioned way.It might have to do something w...
Hello,WE have Dynatrace that monitors our infrastructure. How do teams route alerts to the resources.Our teams want a knowledge article to route the alert automatically to the support team but I don’t believe knowledge is the right place for it.How a...
We are working on making support agents articles more convenient to read. At present, they are very long articles. Can someone guide me on how the content can be made more compact. One of the examples I saw on internet is as shown below, however I'm ...
Hi, We want to use the Configuration item on some knowledge articles.When we create customer knowledge template we can create new fields but we want to pull in our existing Configuration item field from CMDB.Is there way to do this?
Is anyone aware of a solution which will enable someone to regularly bulk attach a series of incident tickets to a knowledge article.
Hello! When I want to print a knowledge base article - even in the printer friendly view - I do have issues:text is cut off at left borderpictures are not to be seen in print/pdf When I look at the article - in the browser in KB, in the expert GUI - ...
I'm curious what it is like at other organizations. I have been a knowledge manager for about 15 years in two organizations that do knowledge vastly different. I've been working in SNOW for about 5 years with no experience beforehand with this partic...
I've created a simple report to show my knowledge articles at their different states. The purpose is to identify articles that I've submitted but that haven't been approved yet and to show when my articles have become outdated and I need to update th...
Good morning all! I'm new to the Knowledge Admin process role at my current organization and I'm reaching out to get feedback on how others are managing regular content review, KB validity (expiration) dates and retirement of articles over time. I w...
We are looking at ways of improving how we can involve authors in Knowledge Authoring, one challenge we constantly face is the the ease of use of the text editor and very often articles are authored in Word Doc and uploaded by the knowledge managers....
