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?
Is anyone aware of a solution which will enable someone to regularly bulk attach a series of incident tickets to a knowledge article.
Hello! When I want to print a knowledge base article - even in the printer friendly view - I do have issues:text is cut off at left borderpictures are not to be seen in print/pdf When I look at the article - in the browser in KB, in the expert GUI - ...
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...
I've created a simple report to show my knowledge articles at their different states. The purpose is to identify articles that I've submitted but that haven't been approved yet and to show when my articles have become outdated and I need to update th...
Good morning all! I'm new to the Knowledge Admin process role at my current organization and I'm reaching out to get feedback on how others are managing regular content review, KB validity (expiration) dates and retirement of articles over time. I w...
We are looking at ways of improving how we can involve authors in Knowledge Authoring, one challenge we constantly face is the the ease of use of the text editor and very often articles are authored in Word Doc and uploaded by the knowledge managers....
We are currently in discovery to ascertain our current knowledge audience - the plane was built while flying it. This includes authors, admins and readers. From there, I want to reorganize the knowledge base structure, the taxonomy structure, owners...
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...
Hi Folks, has anyone found a good work around for leveraging the Import from Word tool for Knowledge Management? I find that I spend so much time fixing formatting issues with documents that I import as articles, that it's just easier to recreate the...
I am looking assistance on the below requirement: Our Access goal is to allow all Users to Create articles that a Knowledge Manager or Admin would then review and publish however we created a user criteria "KowledgeCanContribute". as below If th...
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...
