I'd like to add an External Content item as a 'Related Item' to a Knowledge Article, just like you would for a Request or another Article. My External Content item does not show up in 'Related Catagory Item' or 'Related Article'Is there a way to do t...
In our system, there are articles containing critical information, such as a Compliance hotline article, employment notices, and policies, which need to be flagged for high importance and should be published. What is your process for identifying crit...
Is anyone else experiencing a change in the permalink functionality? In that the permalink now points to a draft version of a published article. Example; I have an article that its published version is 8.0. The article is being updated and has a ve...
Per ServiceNow, this is expected behavior: With actionable feedback, when negative feedback is received (per applicable knowledge properties) and the user clicks "No thanks" on the feedback form (rather that "Submit), a KFT is generated. Does this m...
We currently are on Vancover, we do not have NowAssist at the moment. I am not sure if this is even possible, but we would like to include checkboxes within an article body (list of teams and then the box is checked to whatever handles the ticket). ...
Hello! I have a few questions about ownership groups I'm hoping the group can help answer. Do ownership groups trump the capabilities of knowledge admins? Once an article is created, approved, and published by an ownership group, can a knowledge adm...
What are some of the best practices or service now reports on checking linking accuracy. Currently we have a manual process where a sample of tickets are reviewed and based on the review either the agent is trained, or KM team is contacted for new is...
Our knowledge base was built with migrate first and cleanup later. It's time for cleanup later now. Does anyone know the best way to run a report to find duplicate content in knowledge articles? We are implementing better practices so our authors avo...
Hello Everyone, I am wondering if you guys have insight into why Related Articles are not viewable when viewed internally in ServiceNow. If we are using the Service Operations Workplace, I do not see any mention of the related articles. Any suggestio...
Can I ask how other people are using owners and ownership groups within your approve / retire workflows? We have enabled ownership groups, so our workflow goes from author to all ownership group members to approve (I think this is standard OOTB), bu...
I was recently reviewing the knowledge bases in our instance when I noticed a couple new ones that I did not create. How can I tell if these new knowledge bases were created as part of an application install or plugin being added to the instance?
Does anyone differentiate between articles that users hit the retire button for and then show was retired and articles that go past their valid to date and show as expired? If you can republish from both states, is the expired and retired state neede...
Hi All, Has anyone seen or heard of this happening before? This is happening on rare occasions. Affected user goes to All > Knowledge > Create article > select a KB > select a template > once in the article creation form there doesn't seem to be a re...
My team is writing procedure articles for junior IT support staff, and we would really like to know if they are reading the articles. We can't rely on View Counts to get insight into article readership (one article had well over 150 views before it w...
Hey all! Let me expand a bit on my request... in our HR KB we leverage a Country metadata field on all articles, super helpful for a global company and having it as a search filter. Global is one of the country choices as well as every country we hav...
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