I am looking to check in a KBA without publishing it so another knowledge developer can complete what I started. Currently if I create a draft KBA and save it (without publishing), my colleague cannot edit it until I publish it and they check it ou...
Hello,In my organization we have a multilanguage shared services set up and we are using the global templates' function in agent assist for standard template answers and/or actions (e.g. reply that issue was forwarded to a different solution group an...
Hi everyone,I have a requirement that whenever searches for any article belonging to a particular kb, it should not be visible in search results of ESC portal. I only want certain knowledge base articles to be visible in ERSC portal and for rest KBs,...
I just earned my CSI KCS (knowledge centered service) certificate and now I want to focus on ways to improve my company's use of Knowledge Management within ServiceNow. We will be implementing Knowledge Blocks within Utah soon. Once that takes place...
Hello everyone! I would like assistance. I need to notify all analysts of an operation when a new knowledge article is posted to the internal base.I tried to "subscribe" to the base, but I don't know if there is some hidden configuration that I'm no...
Based on this documentation Wildcard characters allow searching for patterns and variations (servicenow.com)we activated Wildcards (e.g. *) in the (Zing) search for our Knowlegde Base via Service Portal with this result: Searching for a string with a...
Hello community, I hope my question about knowledge management is in the right place. I encountered a problem here that we have had since the release upgrade to "Utah Patch 7".If a date value for "planned publication" is entered or changed for the fi...
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!
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?
Hi Everyone,I have a requirement to make only standard template visible for certain Knowledge bases. For that I want all the existing articles belonging to any particular template to move into Standard template.Is there any way in which I can move/mi...
Hi community, we have a knowledge base (Known Error) with 3 Knowledge Managers.As part of their work, they want to now and then filter for Draft articles that got "left behind" and publish them.However, they don't have the option to publish these art...
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...
Hi all, apologies if this is the wrong section for this kind of question, my company has been looking to use KB articles across more departments, as currently, we have them primarily for IT self-solvable problems, but we want to open it up to allow u...
I've started to associate articles to each other using the Related Articles section, but I was expecting a link to be established when I do so. By that I mean that if Article B is listed as a Related Article to Article A, I would expect Article A to ...
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...
