Knowledge Managers
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Resolved! What is the Knowledge check box for in Resolution Information?

Hi There! I am brand new to ServiceNow Knowledge Management, and doing some exploring, so I had a quick question. On the incident form under the Resolution Information tab, there is a check box for "Knowledge". What is this used for? Does it go towar...

hairola by Mega Contributor
  • 2653 Views
  • 2 replies
  • 6 helpfuls

Resolved! Generative AI and KB Updates

Hi all, We've ran into some issues with some of our support staff not being aware of some major updates made to the KBs and it negatively affected some of our calls.  Is there a way for support agents (knowledge workers) to easily see what changed in...

_2Cougar by Tera Contributor
  • 3826 Views
  • 6 replies
  • 3 helpfuls

Change Tasks

Are Change Tasks the most appropriate way to manage all efforts related to an overall release? Currently, we have separate change requests for these efforts, but it does not allow for all to easily be associated to the overall effort.  In addition, i...

Knowledge Base Descriptions - What's the Purpose?

After setting up a knowledge portal for our internal associates, I've been receiving feedback from leadership that they would like for there to be a short description for each kb. The idea being that many users don't know what a kb is for just by the...

Pat79 by Tera Contributor
  • 787 Views
  • 2 replies
  • 2 helpfuls

How can a user have read access to knowledge base articles if the user is part of the group that is not allowed to contribute to the knowledge base?

Hi Experts,We have a knowledge base that can be contributed by certain groups. However, there are users who are part of the group that can and cannot contribute. So far, I was able to implement this by adding the groups that can contribute to the kno...

Knowledge link behavior for incidents

When an agent is using the Related Search Results for incidents and opens a knowledge article that has a link to another knowledge article can the link be opened in the same box so users can attach the linked article? What I have seen is that regardl...

Chuck W2 by Tera Contributor
  • 374 Views
  • 3 replies
  • 0 helpfuls

Knowledge Ownership Groups vs Knowledge Bases

Total newbie question. The organization I work for doesn't have a centralized IT department. There's about five different IT related departments. Plus there are groups that handle IT related tasks like the telecom group or developer groups. The organ...

clktester by Tera Contributor
  • 1611 Views
  • 3 replies
  • 0 helpfuls

Resolved! Monitoring access to the knowledge base

Hi everyone, I would like some help figuring out how to check by name, who accessed the knowledge base and which articles were viewed by person.The aim would be to check which employees are not using the knowledge base, to disseminate it to them.

PeConsorti by Tera Contributor
  • 606 Views
  • 3 replies
  • 2 helpfuls
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