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External Content - Related Item

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...

How to identify critical knowledge articles

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...

rosenst22 by • Tera Contributor
  • 390 Views
  • 1 replies
  • 0 helpfuls

Creating checkboxes in the Knowledge Article body?

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).  ...

Resolved! Knowledge Admins, Ownership Group, Assigning Group Members

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...

Kim27 by • Tera Guru
  • 4153 Views
  • 5 replies
  • 6 helpfuls

Linking accuracy

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...

Garima26 by • Tera Contributor
  • 520 Views
  • 1 replies
  • 0 helpfuls

Resolved! Duplicate Knowledge Article Content

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...

rosenst22 by • Tera Contributor
  • 3251 Views
  • 3 replies
  • 2 helpfuls

Knowledge Management | Related Articles

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...

TeresaA by • Tera Contributor
  • 1661 Views
  • 4 replies
  • 8 helpfuls

Owners and ownership groups

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...

Jo_Dunne by • Tera Contributor
  • 1810 Views
  • 4 replies
  • 3 helpfuls

Retired vs. Expired Articles

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...

rosenst22 by • Tera Contributor
  • 3275 Views
  • 10 replies
  • 9 helpfuls
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