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...
Hi All, I am facing an issue here, the related search results in the HR case form says "NO DESCRIPTION" for the articles that are populated. Please check the screenshot. Need help to fix this, what could be the issue here?#knowledgemanagement #Relate...
I’ve encountered a roadblock with knowledge search, both on the portal and the API (sn_km_api/knowledge/articles). I would greatly appreciate any help or advice. Summary of the problem: How can I configure KBSearch to use a custom table (u_kb_templa...
Seeking expertise from this group! We currently face challenges with user criteria, examples include:1. A working user criteria suddenly cease to work after an upgrade2. Legacy user criteria that does not work (we have over 400 legacy user criteria u...
Hi folks, I'm new around this forum, and i've seen a fair few posts referring to a periodic KMUG meetup or session? Are these still taking place? I can't see any recent posts (this year) about them. Thanks in advance!
Hello, Do you have a situation in your organization where Expatriates/Employees on international assignments need to be able to view both Home Country as well as Host Country knowledge articles and how do you manage that?
I have KB Blocks working on other Knowledge Bases. On this one specific Knowledge Base I am getting this message. I can't figure out how to make the Preview Article with Blocks to work. The HR Criteria on the Knowledge Blocks is not working either...
We received great help with tying the Parent ID / category to second level of category but cannot reach to teh third.we have articles that have a Parent> 1st level> 2nd level and all articles are in that 2nd level. This is to help create a interactiv...
If you have multiple unpublished articles, is there a way to add the same block to all article via the knowledge article list?I've noticed that you can "Add Blocks" as a list item but selecting it doesn't do anything (expectation is it would bring up...
@Ashley Snyder - Just found your best practice presentations from 2023 and they are so helpful! I have a few more specific questions.1. What's best practice if you have one issue that may require additional levels of readers beyond end users and Serv...
I work as a Service Architect in an organisation that uses ServiceNow. To date, we create Customer Service Designs in a variety of formats such as Excel, Word or PowerPoint. Ultimately, elements of these designs that will be used in Service Operati...
Does anyone know of any good books about ServiceNow knowledge management? If possible, I would like to find something comprehensive.
Is there a way to make specific articles in a knowledge base viewable and editable ONLY by a few users, while other articles in that same knowledge base have the "can read" and "can contribute" access that are set for the knowledge base itself? Woul...
Hi All, Currently we have 2 Knowledge Bases:Human Resources General KnowledgeHR Analyst KnowledgeThe Human Resources General Knowledge only allows for 8 users to create articles for the whole Knowledge Base. For the HR Analyst Knowledge Base we hav...
If I rename a knowledge category, will the category name automatically change on all that articles in that category?