Have you done any configurations with the existing TinyMCE editor to get additional options? Or, have you found another editing tool that you have enabled instead of TinyMCE and gotten better formatting options? Like many of you, we have long strug...
Our text editor for knowledge articles normally defaults to Verdana 9pt for paragraph text, but for some of our team members, it is Verdana 8pt. We cannot seem to figure out why or how to change this. The interesting part is that if the html in the a...
Re: Number of days (integer, default 30) used when summing article views (glide.knowman.view_age.days) I know I've asked this before, but it keeps coming up and it is NOT clear to me or anyone in my group. We need to understand the consequences of th...
Hi everyone,Can anyone let me the difference between 'Use count' field in 'kb_knowledge' table Vs 'Used' field in 'kb_use' table. I believe it gets updated whenever a knowledge article gets attached to any record like Incident.However, when I am chec...
I've poured over ServiceNow's certification paths for various topics but I did not see one aimed at Knowledge Management. I already have a KCS certificate (2024) and a technical writing one from UCLA Extension (2004). What I want to learn are ways im...
This may be a trivial question, but I cannot find anything in the ServiceNow documentation or online so far. What is the purpose/role of the "Category Owner" when you are creating a Category or Sub-Category?Do they just have the ability to create sub...
What are my options and formats for exporting KB's en masse, and not just in list format i.e. full articles with screenshots, etc.?
I have our GRC team wanting to utilize their GRC module for Policy Compliance for all of my agencies Knowledge documents pertaining to Process, Procedures, and Standards. Non of these documents are security based so I am a little confused on why the...
Hi, Known Error means several things in our environment: We have a Known Error Knowledge Base – the repository where the article is stored, articles in a particular Knowledge Base follow the workflow and visibility/access settings for that Knowledge ...
We are looking for a solution to an issue that we have with the appearance of graphics in knowledge articles in our Employee Center portal. The images appear differently in the portal vs. in the Service Management tool. When we create an article in...
Hello Everyone, Please advise me on how to check who has "Instant Publish" option in Knowledge Management. we are in the process of limiting "Instant Publish" option to only certain associates. (Not everyone have this access by default.) This is alre...
I noticed recently that articles images when rendered via the Portal have shadows. When I looked at the web page using the developer tool in a browser, I found this. Is this familiar to anyone? Does anyone know a good place to have our SN developer...
Good Morning, I'm trying to figure out why the color of links set up in the back end, change when the article is published.I want to have links in a different color than the normal text, but even if I choose a specific color in the back-end, once th...
Hi Everyone! We are currently building and implementing ITSM modules and Employee Centre to replace our current ITSM system. I am process owner for KM and currently we hold architecture design documents in SharePoint because our current system does...
I am trying to have ServiceNow do automated (possibly daily) exports or show a Knowledge base with categories (with links). My vision is to have Knowledge available in ServiceNow but can be accessed via SharePoint. I believe my team already has a way...
