We are looking to see if there is a better way to associate items in our Service Catalog and support information related to them. Right now, we have a specific Catalog Item that has a small detailed summary at the top with a "How-to article" button....
Hi. We have a dashboard for all of our authors which shows their articles expiring in 30 days, 60 days and 90 days. It's dynamic and personalized. We plan on sending quarterly communication out to remind them as well. We've seen issues with authors l...
Hi folks, I'm looking to see if there is a way OOTB without creating an additional field to get a list report of the incidents that have articles attached and the person that attached them. Thanks,Adam
Hello, I am trying to create a "articles by department" report that separates data by Groups instead.The issue we have now in our team is that we have all merged into 1 department but are identified in different Groups in ServiceNow.Is there a way to...
Hello, I am currently finishing the On Demand course Knowledge Management (KM) Implementation, I post some screenshots below and for any reason I can't complete one of the tasks, it says I should Configure the Policies knowledge base to include Engli...
Hi all, I hope this is the right place for this.My company recently decided we want to have users outside of our IT department utilize the Knowledge Base to view/create articles, not just viewing them through the employee center. I created a group fo...
Hello. i have recently began sending out weekly reports of new and deleted Knowledge articles in an excel format to inform my customers of changes in the knowledge base. The only problem is that i have to manually open each report and adjust the layo...
We are trying to see if it's possible to anonymize who view articles from a specific knowledge base or as a whole for the platform? We don't want to lose the view count, but we don't need to know who viewed the article specifically. Thanks,Eric
Is there a way to automatically relate an article in the opposite direction without manually specifying it? For example, if article A is in the related article related list for article B, that article B is then automatically added to the related lis...
I'm looking for more detailed information on how to build the KCS dashboards like the ones ServiceNow uses, summarized in this article. I found this post from Jan. 2021 about the dashboards, and it mentioned some recordings that Jamie Honaker made wi...
Hi.I've been trying to figure out how to see this but cannot seem to find any documentations about this.Is there a way to see who actually linked an article to a ticket? Currently we have reports showing how many closed tickets an assignee has with a...
Good afternoon, folks, We have a group that would like to have a reason added to any article that is being retired. We currently use instant retire, and so we aren't looking for a retirement workflow. The problem the team wants to solve for is the e...
When selecting a filter, I receive an error message on a couple visualizations Although the data selected is inclusive of all of the visualizations (e.g. I'm selecting pay grade as the filter and the pay grade data is inclusive in every region, the r...
Hello experts,Browsing on all the feature comparison on knowledge V3 homepage and knowledge management service portal, there is a lot of features that won't be available that is utilized frequently by users.Will there be a plan to bring those feature...
New to Knowledge Management and appreciate your help. When we have outdated articles that have been replaced by newer published versions, should the outdated ones really be retired? How do we fix that? Valerie O'Hara
