Resolved! kb_use limited to 1 year of data
We have found that the kb_use table in one of our instances are limited to 1 years worth of data. older than one year is moved to an archived table. Is this oob behaviour?
Forum Posts
Localization framework for knowledge article
In a multilanguage SN environment with Knowledge article versioning and dynamic translation enabled there 2 ways for translating article.1 ) Translation management 2 ) Localization Framework support for Knowledge Base We are currently using the first...
Resolved! Apply Can Read Criteria to Knowledge Categories and Child Categories
Hello! We are trying to apply CAN READ criteria to knowledge categories and knowledge child categories within a knowledge base in order to limit the user audience that can access the articles in those categories. I've read info from years ago that th...
Shift-left strategy
What are some of the best practices to calculate the volume shift, related reports etc. Right now we don't have a way metric for this. Need suggestions to kick off.
Resolved! Create Hyperlink for knowledge articles in My requests in ESC portal
Hi all ,I have a requirement where I need to add the hyperlink of the knowledge article under 'My requests' section when we open any knowledge feedback task, so that the link will redirect us to the knowledge article. Though normally it is possible t...
Retiring a Knowledge Article
Hi,All earlier versions are in the OUTDATED state for one of my KB article. The latest Version of this article is in Pending Retirement.I want to RETIRE It . I do not see a Retire button on article ( being an admin ) .How to retire it ?Can you please...
Resolved! How do I get a report of knowledge articles without categories?
I am trying to get a report of knowledge articles without categories but whenever I put the condition 'Category is (empty)' it doesn't work, leaving it blank isn't working other.Is there another way to do this?
Removing a Knowledge Article from an Incident
My team is currently using Agent Workspace in ITSM. We have configured Agent Assist to search our KCS Knowledge Base and users are able to attach the article to the incident from within agent assist. We noticed that there were several knowledge artic...
Bulk upload of META in knowledge base & it is possible to import ms visio file type into kb?
(1) is it possible to do a bulk meta upload in knowledge base. (2) is it possible to import file type such as ms visio, excel, pdf to a knowledge article?
Can I add a location column to the View Log table?
On the Knowledge > All application, we have the view count column limited to the views in the last 30 days, and we'd like to keep it that way. However, I'd like to answer questions like "What employees (based on region/ location) found this knowledge...
Knowledge article URLS opening in "New Window" as "Default"
Hi Knowledge Managers! My question is...does anyone have code to redirect URLS/hyperlinks typed with the article body to "default" the "Target" to open in a "New Window"? The current Default is "None" and we've had issues across different browsers a...
Resolved! KCS Roll Out
We are looking to move to KCS from a traditional Knowledge Base. I've been through all of the guidance from the CSI which is fantastic, but I was wondering what peoples' experiences were in doing this in ServiceNow and how long did it take to set up ...
CI not visible on knowledge article view from Agent Workspace
From our IT Portal view if we add a Configuration Item or Affected Product it will show at the bottom of the article view. When go into Agent Workspace the CI does now show on the article view. Our help desk uses this field to know what CI in the Inc...
Multiple knowledge articles are not searchable in ServiceNow and Service Operation Workspace
Hi,I have a requirement that multiple knowledge articles are not getting searchable in ServiceNow (knowledge>homepage) and Service Operation Workspace but those articles are appearing when we are searching it via Global search.Can it be due to some u...
Problem with ai Search that doesnt use Knowledge article meta tags
HI there,We are facing an issue that somehow Knowledge Article meta tags are being ignore by ai search. My main question is if others have faced this similar issue. Is ai search able to use/read kb meta tags for the search result? Thank you for reply...
