Shift-left strategy
What are some of the best practices to calculate the volume shift, related reports etc. Right now we don't have a way metric for this. Need suggestions to kick off.
Forum Posts
Resolved! Create Hyperlink for knowledge articles in My requests in ESC portal
Hi all ,I have a requirement where I need to add the hyperlink of the knowledge article under 'My requests' section when we open any knowledge feedback task, so that the link will redirect us to the knowledge article. Though normally it is possible t...
Retiring a Knowledge Article
Hi,All earlier versions are in the OUTDATED state for one of my KB article. The latest Version of this article is in Pending Retirement.I want to RETIRE It . I do not see a Retire button on article ( being an admin ) .How to retire it ?Can you please...
Resolved! How do I get a report of knowledge articles without categories?
I am trying to get a report of knowledge articles without categories but whenever I put the condition 'Category is (empty)' it doesn't work, leaving it blank isn't working other.Is there another way to do this?
Removing a Knowledge Article from an Incident
My team is currently using Agent Workspace in ITSM. We have configured Agent Assist to search our KCS Knowledge Base and users are able to attach the article to the incident from within agent assist. We noticed that there were several knowledge artic...
Bulk upload of META in knowledge base & it is possible to import ms visio file type into kb?
(1) is it possible to do a bulk meta upload in knowledge base. (2) is it possible to import file type such as ms visio, excel, pdf to a knowledge article?
Can I add a location column to the View Log table?
On the Knowledge > All application, we have the view count column limited to the views in the last 30 days, and we'd like to keep it that way. However, I'd like to answer questions like "What employees (based on region/ location) found this knowledge...
Knowledge article URLS opening in "New Window" as "Default"
Hi Knowledge Managers! My question is...does anyone have code to redirect URLS/hyperlinks typed with the article body to "default" the "Target" to open in a "New Window"? The current Default is "None" and we've had issues across different browsers a...
Resolved! KCS Roll Out
We are looking to move to KCS from a traditional Knowledge Base. I've been through all of the guidance from the CSI which is fantastic, but I was wondering what peoples' experiences were in doing this in ServiceNow and how long did it take to set up ...
CI not visible on knowledge article view from Agent Workspace
From our IT Portal view if we add a Configuration Item or Affected Product it will show at the bottom of the article view. When go into Agent Workspace the CI does now show on the article view. Our help desk uses this field to know what CI in the Inc...
Multiple knowledge articles are not searchable in ServiceNow and Service Operation Workspace
Hi,I have a requirement that multiple knowledge articles are not getting searchable in ServiceNow (knowledge>homepage) and Service Operation Workspace but those articles are appearing when we are searching it via Global search.Can it be due to some u...
Problem with ai Search that doesnt use Knowledge article meta tags
HI there,We are facing an issue that somehow Knowledge Article meta tags are being ignore by ai search. My main question is if others have faced this similar issue. Is ai search able to use/read kb meta tags for the search result? Thank you for reply...
Resolved! Views vs Use in kb_knowledge Table
Can someone explain to me the difference in the View Count and the Use Count from the kb_knowledge table? kb_knowledge View Count = views over the duration specified in the properties (usually last 30 days)kb_use View Count = views over the life of t...
Enhancing Self help KBAs
Hi, We are planning to improve our self help KBAs. The policy is to review the articles once a year.As of now, the usage is almost negligible. It would be great if i could get some insights on how you spread the knowledge created, and how to make sur...
Knowledge Portal Properties (glide.knowman.search.show_article_number)
Hi everyone,when I am searching on our service portal via global search bar some KB article, in results there is displayed only name of the article without article number. I need to achieve to display article name and article number in results. So if...
