Knowledge Managers
cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Forum Posts

Name of Author shown on KB for all to view

All of our knowledge based articles show the author's name or who the article was revised by.  This makes the employee often bypass the system and reach out directly to the author to ask additional questions.  Is there a way to hide the name of the a...

Links to Other Knowledge Articles in an Article

I was wondering how other KMs handle links to other knowledge articles that are in the body of an article.  We have a lot of "if then" articles such as:Perform these stepsStep 1 do thisStep 2 do thatIf you get this error, see KB1234.  If you get that...

mbernste by Tera Contributor
  • 1022 Views
  • 7 replies
  • 5 helpfuls

Downloading articles

Hi, I just joined and have a question on downloading/exporting KBAs.I know the only way OOTB to export an article is to 'print' it as a PDF. But what if we wanted to have an editable - docx - copy? Has anyone successfully implemented a customisation ...

Maciek_H by Tera Contributor
  • 1918 Views
  • 5 replies
  • 0 helpfuls

Knowledge Management Academy

Does anyone know when the recording of the Knowledge Management academy zoom call will be uploaded to you tube. The call was on the 10th September but I cannot find it yet. There was a lot to take in from the Xanadu update and I want to look back at ...

Service Interruption: This instance is unavailable.

Good day team members Hope you are all well today, just a quick one, i have created a demo and has been completed and available for viewing however when i just login now i find the below message, does anyone maybe know what could be the problem? 

ThulaniTobM_0-1726316334775.png
ThulaniTobM by Giga Contributor
  • 604 Views
  • 1 replies
  • 0 helpfuls

Setting up Workflow for Valid To Date

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...

Resolved! Knowledge Base articles suddenly unaccessible to most users.

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...

kbukg by Tera Contributor
  • 1789 Views
  • 5 replies
  • 3 helpfuls

event monitoring and knowledge

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...

Need help with formatting options available in ServiceNow

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 ...

Garima26_0-1679561572961.png
Garima26 by Tera Contributor
  • 2415 Views
  • 13 replies
  • 11 helpfuls
Labels