Fairly new to SN and learning through trial and error. I am outputting knowledge articles from Robohelp and publishing them to ServiceNow. It seems fairly smooth - except I end up with duplicate knowledge categories (I think) and perhaps this ends up...
Has anyone added dropdown menus in knowledge articles with links to anchors that take the reader to a certain section of the article. Also, has anyone added tabs within a knowledge article allowing the reader to click on a tab to view information sp...
We are keeping up on our feedback tasks in order to improve our overall knowledge catalog but are running into the challenge of not being able to reach customers through the form in "customer visible" notes area. We check to see if the feedback subm...
Hi All, What is the use of the HR knowledge to location type and HR knowledge to companies in related list of a knowledge article.#knowledge management
Hi, I have had a few examples recently where I've needed to bulk update knowledge articles - for example changing Category and Valid To dates on dozens of articles. At the moment the only way for me to do this is manually one by one, or submitting a ...
Hello Everyone, I am looking for some test scripts for knowledge testing. Is anyone able to share what you use for manual testing?Also if there is one specifically for Knowledge Portal testing that would be appreciated.
Hello everyone, We recently activated the Knowledge Versioning workflow, I've also updated the Knowledge Properties glide.knowman.versioning.enable_minor_edits to include meta and author fields without creating a new version.However, our Service De...
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...
