I've poured over ServiceNow's certification paths for various topics but I did not see one aimed at Knowledge Management. I already have a KCS certificate (2024) and a technical writing one from UCLA Extension (2004). What I want to learn are ways im...
Hi, Known Error means several things in our environment: We have a Known Error Knowledge Base – the repository where the article is stored, articles in a particular Knowledge Base follow the workflow and visibility/access settings for that Knowledge ...
Hello Everyone, Please advise me on how to check who has "Instant Publish" option in Knowledge Management. we are in the process of limiting "Instant Publish" option to only certain associates. (Not everyone have this access by default.) This is alre...
I noticed recently that articles images when rendered via the Portal have shadows. When I looked at the web page using the developer tool in a browser, I found this. Is this familiar to anyone? Does anyone know a good place to have our SN developer...
I am trying to have ServiceNow do automated (possibly daily) exports or show a Knowledge base with categories (with links). My vision is to have Knowledge available in ServiceNow but can be accessed via SharePoint. I believe my team already has a way...
Probably a very low level question, but when you change who receives KB approval notifications, is that a customization or a configuration? Same question for what is in the actual email. I want to change those few things but have to tote the line fo...
Hi. First post, so please bear with me. I have been tasked with creating knowledge articles and so far, it's been great. The issue I'm running into is my article, upon creation, looks much different than what the end users see in the ServiceNow Porta...
Hi All! I have made changes to an existing knowledge article template field (the change is to the table properties, colour etc.) - I go to create a new knowledge article using the template, the sample text shows the changes - However, when I select ...
As an MSP, our operations teams use ITGlue today, to document our customers' IT infrastructure (among other things). We have a set of "flexible assets", which represent a templatized list of fields representing related objects. We define the fields r...
Has anyone had issue where you cannot find a specific knowledge article except by having it's exact article number? I have a knowledge article and it does not show any results through search unless I type the exact article number. The article is not ...
Hi , I have added user to the 'Can contribute' group for a Knowledge base in servicenow. Under that knowledge base there are 10 Articles. But the user is not able to edit any one of them. The Edit button is not there in the article page. Only Flag ar...
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...
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...