Resolved! Knowledge Article : Related Lists
Hi All, What is the use of the HR knowledge to location type and HR knowledge to companies in related list of a knowledge article.#knowledge management
Forum Posts
Bulk Update of Knowledge Articles using List Editor
Hi, I have had a few examples recently where I've needed to bulk update knowledge articles - for example changing Category and Valid To dates on dozens of articles. At the moment the only way for me to do this is manually one by one, or submitting a ...
Knowledge Management Test Cases (knowledge portal)
Hello Everyone, I am looking for some test scripts for knowledge testing. Is anyone able to share what you use for manual testing?Also if there is one specifically for Knowledge Portal testing that would be appreciated.
Use case request: Allowing External Customer Access to Knowledge Articles in a SN instance/portal
We have a sales contract renewal use case for an external customer that wants access to our internal "lessons learned" Knowledge articles regarding different software applications. Currently, only our employees have access to our SN instances - is th...
KB Article Versioning When Importing Articles
Hi, I'm using Robohelp as a help authoring tool to publish knowledge articles to ServiceNow. Each time I publish content, it ends up creating a new KB number. I assume there is no way for ServiceNow to use the published file name as the key for versi...
Getting Started with HR KPIs
I'm familiar with knowledge usage and attaching knowledge to HR cases, but what other HR KPIs do you all use? We have some case deflection too. Can you tell me which HR KPIs you are using and how you set them up in the system? Thanks.
Allow user filtering articles on Contextual Search
Hi all, I have a requirement to allow users to filter the Contextual Search results on an incident form. I see that there is something called Filter Conditions that apply static filters on Contextual Search, but what we need is rather something like ...
Viewing content as another user
How do you all cope with this problem? We do not have HRSD, so this solution will not help.Person (let's call him Joe) works in Germany and is able to see relevant knowledge articles, because we have user criteria (can read = all Germany employees)...
Embedding a PDF view in a knowledge base article - iframe code is lost when article is submitted
We want to be to present the content of a pdf in the knowledge base article. We put in the iframe source code to present the pdf. It works in draft mode. When we submit the article, it loses one line of iframe code: the src line with the url address ...
Knowledge Base ownership groups
Hi all, Does anyone know if ownership groups and assignment groups are the same or different? Just trying to get a better understanding of how our knowledge base is set up as I've only recently taken over management of it. Thanks, Charlotte.
Searching for key words within an article body
Hi again! I have another query that I am hoping someone can help with! I am wondering the best way to identify articles that have key words within the main body of the text (not added as meta and not featuring within the short description). The reaso...
KB Article referencing external links are not working
ServiceNow has documented the issue below for all versions: View KB0778480 KB Articles referencing external hyperlinks only work if launching the reference links through the Service Portal. Some links to external URLs do not work when navigated thro...
Email notifications for article quality index (AQI) reviews
Hi folks, We would like to use the AQI in ServiceNow, but we do not want to send email notifications when the AQI is performed. My question is, does the plug-in com.snc.knowledge_advanced simply control the email notifications for AQI? Will disabling...
Resolved! Knowledge Block Permalink
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...
Resolved! Process of adding KBAs to featured content
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 ...