Knowledge Managers
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Resolved! Guest account access to your Knowledge

I was wondering if everyone is aware or can confirm what I am about to say is correct: If you fail to add the criteria that Guest user account cannot read the knowledge base, you are at risk of external users accessing your internal knowledge by dire...

jtshone by Tera Expert
  • 1832 Views
  • 3 replies
  • 2 helpfuls

Resolved! Knowledge and KPI's

I've been trying to come up with some KPI's for our Knowledge Articles, and I think Views Per Day would be useful for some of our articles. Is this something that can be calculated within ServiceNow? I've been exporting a list of articles and using E...

Post Utah, links to anchors work differently

One of my authors has created dozens of articles with content lists and mistakenly used target="_top" instead of leaving the 'open link in' field as none (implicit).  This was so that the hyperlink would open at the top of the article section concern...

Resolved! View Log and View Count for a Knowledge Article Differ

I'm trying to figure out why the View Log for a Knowledge Article and the view count differ. Not only are the number of views vastly different (and I understand that an author/ editor would have more views during the creation/ editing phases), but th...

Resolved! Topics and sub-topics

Not sure if this is the right community section to post this in. We have topics on our main home page, with sub topics below. For example, under Hardware & Mobility we have Telephony, Peripherals, Hardware and Mobility. As I create sub topics for kno...

jdonily by Tera Contributor
  • 545 Views
  • 3 replies
  • 2 helpfuls

Resolved! Retiring articles with a two step workflow

Hi all, Our knowledge base is set up to have two approvals one by subject matter experts in the ownership group and the second by someone with a knowledge admin role. it would be useful for the knowledge manager to be able to retire articles (for dec...

csinnett by Tera Contributor
  • 695 Views
  • 3 replies
  • 3 helpfuls

Seeking Guidance on ServiceNow Integration

I'm exploring ServiceNow integration options for our IT processes. Can the community provide insights on the best practices and tips for a seamless integration experience? We're particularly interested in streamlining incident management and reportin...

mathew wade by Kilo Contributor
  • 234 Views
  • 2 replies
  • 0 helpfuls

Knowledge block implementation best practices

We are looking to start using Knowledge Blocks in our Knowledge Bases. Based on what I see in this forum it seems like there can be a number of issues related to Blocks.  We are looking to use them to limit visibility to information based on roles/re...

Maura by Tera Expert
  • 1209 Views
  • 1 replies
  • 2 helpfuls

Job Opening - Knowledge Manager

Hello Knowledge Managers! Want to join an organization where you make a difference and give back? Where work life balance is a real thing? I have the place for you. Come take a look at our open position: Knowledge Manager (IT Technical Writer) - Remo...

Nonomeoggi by Giga Contributor
  • 888 Views
  • 1 replies
  • 1 helpfuls

Resolved! KB with Two Approvals - Group then Manager

I have created a KB that requires two approvals to publish an article.The two approvals are 1st level group, 2nd level manager of the group.I set the KB up with Approval - Publish and listed the group managers there but I don't think that matters.Whe...

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