In the Classic UI, the Category Picker on a KB article has the + at the bottom to easily/quickly add a new category. The same functionality is not available in SOW. Before I raise a case with SNOW Support, could anyone please let me know if this is c...
Looking for advice from anyone that may have an established mature Known Error process in place. We are working on putting in a formal process around Known Errors. What I know:Only one Known Error knowledge article can be created from and related to ...
Hi, I have a question regarding the use of knowledge blocks.Within our company, we use multiple knowledge bases in ServiceNow. We frequently use Knowledge Blocks in this process. We have a piece of information that applies to multiple knowledge bases...
Has anyone used ACLs/Encryption to hide fields on Knowledge Article Templates? I'm looking for examples on how this works as we're looking into Staff articles including a field only visible to Agents so that we can reduce the number of "duplicate" ar...
Can we set the default for Knowledge Blocks to have "Guest User" in "Cannot Read" ? We have a public KB and are going to use knowledge blocks to show IT escalation info on each KB. We can set this on an individual knowledge block by adding "Guest Use...
We are a "classic" KM team engaged in knowledge transfer, knowledge capture, communities of practice, enterprise search and related traditional enterprise knowledge management duties (see Knowledge management - Wikipedia). We have recently added ITSM...
We have a ServiceNow environment with versioning and multilanguage enabled.By internal convention, the source (original) document is always in English.For every English document published, we translate it into other languages.Often new documents have...
Is there any way to "weight" a specific article to be the first suggestion that comes up when someone types in a matching keyword when submitting a ticket? We have a large KB with several articles about Insurance, and I need a specific one to come up...
Hello! I'm sure there has been plenty of talk about this over the years, but I'm struggling with the logic of using blocks within a support department knowledgebase. If all members of the department are set to contribute to a knowledgebase, then they...
Do you know how to modify the republish button (for KB) to follow the same approval flow as publish? This is how the publish is configured.
Hello all,I am seeking clarification regarding the behavior of the OOB Knowledge Approval workflows when Knowledge Ownership Groups are enabled. Specifically, does enabling these groups route the Approval Publish and Approval Retire workflows to the ...
Hello. I fully understand this is a weird one, but was hoping someone might have some insight to this.We have knowledge article templates that utilize the expand/collapse functionality. They've gotten complaints that people don't know that they need ...
I have noticed that when approving articles there are different options depending on where you are at in the article. When viewing from the "Approvers" tab and you double click the "State" field to approve, deny or whatever there's a list of selectio...
In a multilanguage SN environment with Knowledge article versioning and dynamic translation enabled there 2 ways for translating article.1 ) Translation management 2 ) Localization Framework support for Knowledge BaseAbove solution are alternative to...
