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...
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...
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...
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_...
Hi, Does anyone has experience how to build Look & Feel structured templates of knowledge articles. So not only the sections.. but the whole complete HTML table/ article structure. Is it possible to have a default look & feel (so not the limit style ...
Hi EveryoneI was given a requirement to change the OOTB "Yes"/"No" buttons in the question "Helpful?" in KB articles for more appealing Thumbs Up/Thumbs Down buttons.I have found a thread to do this but its getting applicable in ITIL view only. I wan...
Hi, I am trying to update the author for 83 knowledge articles as the current owner is moving to another project. "Update All" does not work as this field has restrictions and cannot be updated from list view.
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?
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...
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.
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...
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...
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?
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...