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...
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...
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 ...
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 ...
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?
We allow users to subscribe to articles but not knowledge bases. Users get a notification email that 'article x has been updated' but have no way to see whether there has been a fundamental change to the copy or whether the new version was just a ty...
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?
