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Hi all, I hope you can help with this requirement: Allow all itil users to create draft and edit published articles regardless of who the author or owner (set to group) is. All draft/checkout version goes to an approval workflow and only the final ap...
We love the ‘table of contents’ (TOC) feature in ServiceNow Knowledge Base articles. However, we feel it is missing a convenient auto-update feature that triggers when you hit the update/save button in a KB article. Any thoughts on this? BestTom
I have started using tags to highlight certain characteristics in knowledge articles and manage the work of my team outside of the approval workflows. I set up tags using the My tags screen and then add the tags column to my list views. I have found ...
Hi everyone! I am reaching out to see what your process is for Knowledge Feedback Tasks. In our platform, it doesn't look like the KFTs will close themselves out. Do you have the agents that are working the tasks, resolve and then close them out manu...
I have several knowledge articles that are all in the state "Pending retirement". I believe they're all on the approval retire workflow, but they're not moving to retire and I cannot seem to force them to retire without running a script. Some have be...
Actionable Feedback TasksOut of the Box Feedback Tasks are created for “Flagged” from Workspace and KM Portal.For comments can these also create feedback tasks?Is there a downside to creating feedback tasks for comment?We want to do this as the Flagg...
I’m the Knowledge Manager, and I review and approve knowledge articles. Before publishing, I need to send them to staff in other departments for feedback and input. Currently, I copy and paste the articles into an email, but the formatting doesn’t tr...
Hello, all! I am working on providing some ideas for our knowledge article owners around how to make changes to article content easier to identify - i.e., a step in a process was changed on an existing article. In the past, using other knowledge plat...
Newbie here and I'm getting frustrated and hoping I can find the help here that I need. I'm trying to do 2 things: 1) Embed PDFs into knowledge articles from Documents/Documents. Is there any way to either embed, link, or attach a PDF from Document...
Are there any screenshots of the TinyMCE toolbars from the Xanadu release? I've been told there are some enhancements such as including the accordion, but I'd like to see them so I can relay this information to my manager.Thank-you.
Hello,I recently took over managing the response templates we use in Customer Service Management (CSM) under Knowledge Management, and I’m having trouble understanding how to set them up correctly and their intended purpose.I see that there are sever...
Hi ServiceNow Community,I'm leading a knowledge management workshop and we've encountered a common question regarding the optimal number of knowledge base articles. The concern raised is that a large number of articles could negatively impact searcha...
I'm looking at turning on the Comments field at the bottom of the knowledge article. For the last five years I've had them turned off and only use the Helpful button and Flag Article, which is working well. I publish work practices, procedures and p...
Hi folks,I've been searching "payment processing center" string in KB articles. But I didn't find any results, And i'm sure we've many articles which contain this string in their body.Kindly help me out to find that string. Note:Searched in Knowledge...
Does anyone have the link to the recording for the Knowledge Management Academy that occurred on Septemeber 10, 2024? I can't find the recording.