We have a sales contract renewal use case for an external customer that wants access to our internal "lessons learned" Knowledge articles regarding different software applications. Currently, only our employees have access to our SN instances - is th...
Hi, I'm using Robohelp as a help authoring tool to publish knowledge articles to ServiceNow. Each time I publish content, it ends up creating a new KB number. I assume there is no way for ServiceNow to use the published file name as the key for versi...
I'm familiar with knowledge usage and attaching knowledge to HR cases, but what other HR KPIs do you all use? We have some case deflection too. Can you tell me which HR KPIs you are using and how you set them up in the system? Thanks.
Hi all, I have a requirement to allow users to filter the Contextual Search results on an incident form. I see that there is something called Filter Conditions that apply static filters on Contextual Search, but what we need is rather something like ...
How do you all cope with this problem? We do not have HRSD, so this solution will not help.Person (let's call him Joe) works in Germany and is able to see relevant knowledge articles, because we have user criteria (can read = all Germany employees)...
We want to be to present the content of a pdf in the knowledge base article. We put in the iframe source code to present the pdf. It works in draft mode. When we submit the article, it loses one line of iframe code: the src line with the url address ...
Hi all, Does anyone know if ownership groups and assignment groups are the same or different? Just trying to get a better understanding of how our knowledge base is set up as I've only recently taken over management of it. Thanks, Charlotte.
Hi again! I have another query that I am hoping someone can help with! I am wondering the best way to identify articles that have key words within the main body of the text (not added as meta and not featuring within the short description). The reaso...
ServiceNow has documented the issue below for all versions: View KB0778480 KB Articles referencing external hyperlinks only work if launching the reference links through the Service Portal. Some links to external URLs do not work when navigated thro...
Hi folks, We would like to use the AQI in ServiceNow, but we do not want to send email notifications when the AQI is performed. My question is, does the plug-in com.snc.knowledge_advanced simply control the email notifications for AQI? Will disabling...
Does anyone know what the URL format would be for a direct link to a knowledge block? I know how to do it for several other formats such as KB, story, and SER but not for KBB. The reason I am looking for this is that I often do exports to Excel and...
We currently don't have any KBAs in the featured content, but we plan to utilize this option. I would like to understand the process around it. What are the best practices for this? Should the author be responsible for adding the KBAs? How should we ...
Hi all, I have a requirement to add an additional field to all articles in a particular knowledge base. The field should appear as part of the article but only be visible to itil users. I understand that article templates are considered standard now,...
Hi. I want to add some attachments to a knowledge article that users can download. That works out ok but the Attachments list displays all screenshots in the article - not what I wanted to see. Is it possible to hide some attachments in the list and ...
I am new to Knowledge management and have recently assumed the responsibility for a large number of knowledge bases and approximately 16,000 articles. I am looking to obtain some insight on knowledge management system best practice metrics/threshold...
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