We would like to configure a central end-user facing knowledge base where multiple ownership groups can manage the lifecycle of their knowledge articles (create, edit, retire, process feedback). We gave the ownership groups Can Contribute access to t...
Hello Experts,Could you please help me to understand the exact functionalities of having this plugin enable.Can we export article in word format from Servicenow.Appreciate if you explain it rather than sharing document link.@jMarshal Thanks in advanc...
Hi, documentation for guided decisions indicates its available for CSM. Is that feature also available for the IT service management module? Has anyone implemented guided decisions in ITSM? Kim
We've found that our users are submitting KB feedback for articles in lieu of opening tickets. We'd like to add a section to the bottom of every knowledge article but we'd like to know the best way to accomplish this.Should we use a knowledge block?S...
Hello, I'm in the process of getting old KB articles update since we've implemented ServiceNow about 3 years now. I've pulled a report that showed all the Expired KB articles and To Be Expired within two months. Various IT personnel and myself starte...
Hi, I wanted to know if it is possible to extract all the articles of a Knowledge with its tree
I built custom knowledge template. I added a custom field to the template .In Edit mode we can populate the field and save it for our article.In "kb_article_view" I don't see our new field but see all out of box template fields.How do I add it to kb...
In our configuration (Vancouver) when a customer support operator receive a request/incident ticket it show also 10 KB suggestions from 2 different bases (one for the client and one for the support operator). At the moment the suggestions are ordered...
Does anyone utilize AQI for Knowledge Reviews? I would love to utilize the AQI feature for my annual Knowledge Reviews, however there is no OOB functionality to automatically assign AQIs to Knowledge Groups or Authors. Would be nice to have. Right no...
Hi, all - I am trying to use the Tokyo feature to provide a replacement article when retiring an article. It seemed like the feature should be automatically available after upgrade, rather than having to change any settings - however, I have been un...
Hi folks, I just wanted to see if others had come across this. As we've been exposing our KB to our community, we are finding people are more and more using the Knowledge Feedback Option of Helpful:No and commenting in lieu of submitting a ticket. I ...
Hi All, I am seeking some clarification on the use of this role in SN Knowledge. As a knowledge admin in SN, am I able to use knowledge_view_as as an impersonate method to troubleshoot reported view or access issues in a PROD instance?
We are working on improving the information on the To-Do List for article approvals. What information have you found most useful that can be added to that tab? It seems strange that out of the box it is just the article name and number when we'd like...
Hello,Is there a way to see Collapsed mode and the collapse/expand function in the TinyMCE while approving it?In View Article, you see arrows to the left of each heading. However, article reviewers and approvers are not seeing the arrow.Is there a wa...
We are currently using ownership groups to manage creation, etc., of knowledge articles, but my devs want to transfer this functionality back to the standard assignment groups. I can see the pros in terms of minimizing the number of total groups to m...