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...
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...
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...
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...
I was recently reviewing the knowledge bases in our instance when I noticed a couple new ones that I did not create. How can I tell if these new knowledge bases were created as part of an application install or plugin being added to the instance?
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...
Hi All, Has anyone seen or heard of this happening before? This is happening on rare occasions. Affected user goes to All > Knowledge > Create article > select a KB > select a template > once in the article creation form there doesn't seem to be a re...
My team is writing procedure articles for junior IT support staff, and we would really like to know if they are reading the articles. We can't rely on View Counts to get insight into article readership (one article had well over 150 views before it w...
Hey all! Let me expand a bit on my request... in our HR KB we leverage a Country metadata field on all articles, super helpful for a global company and having it as a search filter. Global is one of the country choices as well as every country we hav...
We are trying to utilise knowledge articles to aid in a cyber security campaign.One of the requirements from our cyber team is they don't want staff to be able to find a phishing article by themselves, rather only be able to find it by clicking their...
Hey folks! We're trying to gauge the value and impact of our knowledge articles and we would like to have a metric around which articles, if any, are driving a case deflection. We understand there isn't an exact way to do this, but getting "an idea" ...
Hello, How can I add a field for Assignment Group to the knowledge creation form (as seen in the second screenshot in this article: https://blog.crossfuze.com/servicenow/how-to-create-effective-servicenow-knowledge-base-articles.) I don't see this fi...
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...
