Forum Posts
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?
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...
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! 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...
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...
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...
Resolved! Views vs Use in kb_knowledge Table
Can someone explain to me the difference in the View Count and the Use Count from the kb_knowledge table? kb_knowledge View Count = views over the duration specified in the properties (usually last 30 days)kb_use View Count = views over the life of t...
Enhancing Self help KBAs
Hi, We are planning to improve our self help KBAs. The policy is to review the articles once a year.As of now, the usage is almost negligible. It would be great if i could get some insights on how you spread the knowledge created, and how to make sur...
Generate report showing unique article views
I have a report that shows the total number of views per month for the year, but they count all views and not unique per user. I'd like to see the number of unique views we have to get a better reflection of traffic. If I open the report and group by...
Restrict Configuration Item field to specific type
I am working on a migration project which will bring CMDB and Knowledge Management to ServiceNow. As I look to re-create the article types from our current knowledge management application, I am trying to figure out if I can add a CI field, but only ...