how many times a KA article has been shared
Can we report on how many times a knowledge article has been shared by an Agent?
Forum Posts
reproting on articles being shared
Can we report on how many times a knowledge article has been shared by an Agent?
Knowledge Management, Related Articles - how to see them?
Hi community, When we relate Articles to other Articles (using the related list at the bottom of the article) the related article links show up just fine in the widget in the Service Portal. But what about in the back-end (UI16) for fulfillers such a...
Future dated articles
I'm not sure if my question posted earlier, so apologies if this is a duplication, but I wondered if anyone knows if it is possible to future date an article publication. We have articles that are prepared in advance, but need to be published at spec...
Resolved! Future dated publication
Hi All Does anyone know if it is possible to future date the publication of an article? We regularly have articles that are prepared in advance, but publication needs to be timed with communication so that people have been informed about changes befo...
report of nested Hyperlinks from 1 article
I have 1 article which has 11 hyperlinks routing to different articles. Again from each of the 11 articles, several nested hyperlinks are routed to different articles. Can anyone help me understand if is there a report to get a list of nested article...
What is Knowledge Management v3 Homepage of com.snc.knowledge3 servicneow?
Hello,Is the Knowledge Management v3 Homepage the one below the self-service?Because when I tried to look at the com.snc.knowledge3 servicneow plugin, I cannot see what is the record that is related to that homepage:*PS:I found that the one used by k...
Knowledge Article Design/Layout
Hello Everyone, I create technical articles for an IT department. And sometimes I come across a situation where I need to explain the same process for different platforms (Windows, macOS and mobile devices). Is there a way or piece of code I can use ...
Expand/Collapse text within knowledge articles
As a knowledge manager i've been using the guidance in this knowledge article to use some basic HTML code to provide expandable/collapsible text within my knowledge articles: https://www.servicenow.com/community/in-other-news/add-expand-and-collapse-...
Can you disable article templates for specific KB's only?
Hi all We have a number of Knowledge Bases and a number of templates which are shared across all the Knowledge Bases. Is there a way to limit/change which templates are viewed/accessed in particular ones? For example, the IT Knowledge Base doesn't ne...
Link to Knowledge
OK, I'm stumped. What is the point of Link to Knowledge in a document within Managed Documents when you can't choose which article in a kb it links to? If you're in the article itself and choose to link a document, you can only link a document by u...
Resolved! A template specifically for policies?
Hi - our platform is at Vancouver and my org has not previously implemented KM on ServiceNow - so there are not many inputs or insights from stakeholders regarding what we need and do not need. As the KM Process Owner, I am looking at the OOTB templa...
Differentiate Feedback task provided to Knowledge Article
In our community of database owners, an interesting request has been raised that is already known in other platforms such as SAP or Microsoft.In ServiceNow, you can enable the rating of articles with 5 stars or helpful/not helpful.If we look at the u...
Identify how/where users are viewing Knowledge Articles
Hi All, Hope everyone is doing well. We have a requirement that we would like to know how/where users are viewing knowledge articles, so that we can understand where users view articles. Currently views are tracked by Associates (user field) and wh...
Do you use Knowledge Templates?
Hello, If you are using Knowledge Blocks or Knowledge Templates, I kindly request you to consider upvoting this idea. Thank you.https://support.servicenow.com/now?id=view_idea&sysparm_idea_id=483913ca477b35183542f24c736d4390&sysparm_idea_table=x_snc_...
