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OLAs/SLAs on KFT tickets

We're in the process of establishing an OLA for knowledge feedback task tickets.  I am wondering what OLAs or SLAs others have in place at their respective companies just to get an idea.  Thanks!

mbernste by Tera Contributor
  • 460 Views
  • 2 replies
  • 0 helpfuls

Time Sheet Question

We currently use ServiceNow's Time Sheets, logging time to demands and projects.  Our question is, when a demand is converted into a project, do the time cards previously submitted under the demand become part of the project record?

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
  • 2802 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
  • 4172 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
  • 861 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
  • 421 Views
  • 3 replies
  • 0 helpfuls
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