Does anyone know what the URL format would be for a direct link to a knowledge block? I know how to do it for several other formats such as KB, story, and SER but not for KBB. The reason I am looking for this is that I often do exports to Excel and...
We currently don't have any KBAs in the featured content, but we plan to utilize this option. I would like to understand the process around it. What are the best practices for this? Should the author be responsible for adding the KBAs? How should we ...
Hi all, I have a requirement to add an additional field to all articles in a particular knowledge base. The field should appear as part of the article but only be visible to itil users. I understand that article templates are considered standard now,...
Hi. I want to add some attachments to a knowledge article that users can download. That works out ok but the Attachments list displays all screenshots in the article - not what I wanted to see. Is it possible to hide some attachments in the list and ...
I am new to Knowledge management and have recently assumed the responsibility for a large number of knowledge bases and approximately 16,000 articles. I am looking to obtain some insight on knowledge management system best practice metrics/threshold...
Hello all, I am keen to future-proof my articles for consumption by such technologies as Moveworks or ServiceNow's own AI search assist. How can I optimise my content so these technologies can trawl for relevant 'snippets' to surface in a chatbot (f...
Knowledge Article attachments are downloaded instead of opening in the browser. How can I change this behavior?
We are looking to implement AQI reviews into our Knowledge Environment to ensure article quality is maintained as we expand our overall contributor pool. Our initial intention was to use AQI reviews to accomplish this. However, I've noticed so far th...
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...
