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...
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...
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.