Outdated versus retired articles
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 When we have outdated articles that have been replaced by newer published versions, should the outdated ones really be retired?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
Forum Posts
I can't find "Disable rating" and "Disable Mark as helpful" field in the available list.
Hello great people of this community, i'm still a learner but please bear with my question. I'm logged in as an administrator in my practice instance, and am trying to disbale article rating and 'mark as helpul' at the knowledge base level, but i can...
Resolved! "Guide Me" Widget
Could someone provide additional details regarding the new "Guide Me" widget on the Product Documentation site? I've checked our list, but couldn't locate this widget. Is it possible that "Guide Me" is labeled differently?
Impact of switching to Knowledge Management Service Portal as an upgrade customer
Hello experts,I just want other inputs on this one. Based on reviewing the documentations and the academy session videos in relation to this topic, it seems that what will the change do will just change the redirect content of the homepage module of ...
KB Article Theming and Support for Dark Mode
Hello! I am trying to gain some insight on how theming (Core UI) is functioning for those using the built-in Dark Mode theming; specifically, when dealing with the KB. We are using Utah currently. I am namely wondering if anyone else is observing the...
Custom Knowledge Article Template not displaying all fields
Hello all, I'm new to knowledge management and I'm trying to create a knowledge template with some HTML style code. The problem is when I create a new template, one of the fields does not display (yes it is active).I created a new test template, I to...
Aside from Article Validity, what affects the valid to date of article?
Hello experts,On the ServiceNow documentation, it says that if Article Validity is blank, the default value for valid to field of an article is January 1, 2100.https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/product/knowledge...
Resolved! Can I configure different behaviors on the knowledge ATTACH functionality in an Incident?
UIs: Next Experience & Service Operations Workspace Is it possible to configure the knowledge article "Attach" links differently based on the knowledge base they are from? For example, I have two knowledge bases: Internal IT (IT staff only) and End ...
Can't retire a Knowledge Block
Hi all, I'm new to using Knowledge Blocks so having some trouble understanding what to do here. I need to retire this knowledge block but I keep getting the error message 'Block cannot be retired as it is currently being used in other articles'. I ha...
Rename a knowledgebase
Hi, I am in the process of recategorizing our existing Knowledgebases that I inherited and am looking to streamline and cut out unrequired KB's and categories. I am wondering the best way to do this. Is it best to set up the new KB's with the new c...
Resolved! Article Template Field Expand/Collapse Not Working
In my knowledge base article template, I'm trying to make use of the Expand/Collapse option available in the field definition. Is this supposed to work out of the box, or is there something that must be added to make it work?
Deleting outdated article versions - reasons not to?
Hi All, I need to delete a large volume of knowledge articles from a specific knowledge base, but I'm retaining around 200 of these by moving newly created drafts of them to a different knowledge base. The old versions of these articles will be del...
Knowledge Integration with Microsoft Word
Hello,I'm looking to see if anyone is currently using the Knowledge - Microsoft Word integration and if they have any implementation/configuration advice. We are looking to start using this and are working out all of our processes. We created a Share...
Handling Article Links within Other Articles
I am wondering how others are managing articles that need to refer to other articles. Right now, article authors are referring to other articles by putting the permalink into the article. As you know, from a knowledge management/maintenance perspec...
Resolved! Enable minor edits to a published article without creating a new version
I'm hoping someone can confirm the use case on this, because the documentation isn't explicit: The article describes the ability to make minor changes to an article without republishing the article. How are minor edits defined? I'm taking it to mea...
