UIs: Next Experience & Service Operations Workspace Is it possible to configure the knowledge article "Attach" links differently based on the knowledge base they are from? For example, I have two knowledge bases: Internal IT (IT staff only) and End ...
Hi all, I'm new to using Knowledge Blocks so having some trouble understanding what to do here. I need to retire this knowledge block but I keep getting the error message 'Block cannot be retired as it is currently being used in other articles'. I ha...
Hi, I am in the process of recategorizing our existing Knowledgebases that I inherited and am looking to streamline and cut out unrequired KB's and categories. I am wondering the best way to do this. Is it best to set up the new KB's with the new c...
In my knowledge base article template, I'm trying to make use of the Expand/Collapse option available in the field definition. Is this supposed to work out of the box, or is there something that must be added to make it work?
Hi All, I need to delete a large volume of knowledge articles from a specific knowledge base, but I'm retaining around 200 of these by moving newly created drafts of them to a different knowledge base. The old versions of these articles will be del...
Hello,I'm looking to see if anyone is currently using the Knowledge - Microsoft Word integration and if they have any implementation/configuration advice. We are looking to start using this and are working out all of our processes. We created a Share...
I am wondering how others are managing articles that need to refer to other articles. Right now, article authors are referring to other articles by putting the permalink into the article. As you know, from a knowledge management/maintenance perspec...
I'm hoping someone can confirm the use case on this, because the documentation isn't explicit: The article describes the ability to make minor changes to an article without republishing the article. How are minor edits defined? I'm taking it to mea...
Can we report on how many times a knowledge article has been shared by an Agent?
Hi community, When we relate Articles to other Articles (using the related list at the bottom of the article) the related article links show up just fine in the widget in the Service Portal. But what about in the back-end (UI16) for fulfillers such a...
I'm not sure if my question posted earlier, so apologies if this is a duplication, but I wondered if anyone knows if it is possible to future date an article publication. We have articles that are prepared in advance, but need to be published at spec...
Hello,Is the Knowledge Management v3 Homepage the one below the self-service?Because when I tried to look at the com.snc.knowledge3 servicneow plugin, I cannot see what is the record that is related to that homepage:*PS:I found that the one used by k...
Hello Everyone, I create technical articles for an IT department. And sometimes I come across a situation where I need to explain the same process for different platforms (Windows, macOS and mobile devices). Is there a way or piece of code I can use ...
As a knowledge manager i've been using the guidance in this knowledge article to use some basic HTML code to provide expandable/collapsible text within my knowledge articles: https://www.servicenow.com/community/in-other-news/add-expand-and-collapse-...
Hi all We have a number of Knowledge Bases and a number of templates which are shared across all the Knowledge Bases. Is there a way to limit/change which templates are viewed/accessed in particular ones? For example, the IT Knowledge Base doesn't ne...
