I would like to add the Technical Support Tier 2 and Technical Support Tier 3 groups to the ServiceNow Knowledge article Can Read / Cannot Read fields. I believe it is in the sys_user_criteria.list table, which I can't access. The goal is writing a g...
I recently tried to figure about something similar but I'm not sure the one answer there is correct, so I'm just going to try again: Re: Formatting multiple resolutions in the resolut... - ServiceNow Community ---------- In this article: Guidance on ...
I was wondering if any one was using the feedback tasks created from Unhelpful (Marketing articles) instead of using Flag article. From what I understand Flag Article was meant for more internal IT type requests for changes to an article and Marking ...
Hi Is anyone else finding issues with knowledge in the HR scope? For example, my Knowledge Admin access allows me to republish retired articles in all knowledge bases except the HR one. We have an idea open for this if anyone fancies voting https:...
We've recently implemented that as knowledge admin I can edit the valid to dates and author without using the checkout option to create a new version for those changes. That has been going well. However, on Tuesday I changed the author on an article ...
We use knowledge base article Permalinks frequently for generating links to include in other articles, as a way of linking to related content. Unfortunately, when the links are clicked in any article opened in the Service Portal the linked-to article...
Hello,We have Zurich.Many of our knowledgebases use the older workflow editor workflow.We designed a new flow designer workflow and attached it to the knowledgebase.The Flow Designer workflow is simple publish approval one.Now when we create the arti...
Sorry about the long read! Note: I'm mostly curious to hear thoughts and experiences from your organisation — don't get too hung up on the specifics of our setup! (And hopefully don't just answer that we need better content approval) We're evaluatin...
We want to have total view count of knowledge articles over period of time : and the date filter is usually a platform analytics filter such as last 7 days, 30 days, etc?How would we achieve this?the user just wants to see one row per knowledge artic...
Hi This has only happened once so far but I have a knowledge base where I am the only knowledge manager. There are around 5 or 6 authors. I've had an email today from two of the authors who received a prompt to approve or reject an article that had e...
WE have knowledge articles that are use approvalsAs knowledge manager for a knowledgebase how can we build a report/dashboard to see what articles still need approval? What those approvals are an who or work group they are assigned to ?WE used the sy...
Hi! Has anyone experimented labeling a knowledge article internal or external? Either through a custom solution or some other clever way. Background: We currently have two knowledge bases per customer (we're a consultancy). External base (usually abo...
Hi All, I have multiple knowledge bases, service desk agent facing and customer self-serve facing. There are some articles that are relevant for both audiences. I was using AI to try to discover if one article can be assigned to multiple KBs to avoid...
Hi,For those who use different templates, once a KB article is published, can you switch from one template to another ? Use case:Article created with the QA template, fields: Question and AnswerThen this article is seems to be more a break and fix ...
When our authors paste content from Word, emails, or AI tools into the knowledge editor, it always seems to get weird when published. Font sizes for instance. There's the "Clear formatting" button that fixes it, but we'd love to skip that manual ste...