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...
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...
Hi everyone,when I am searching on our service portal via global search bar some KB article, in results there is displayed only name of the article without article number. I need to achieve to display article name and article number in results. So if...
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...
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 ...
I can't seem to find how to enter logic or build criteria on groupings. I would like to view all the tickets or cases entered by users, only if they have entered 2 or more tickets that month. From there I would like to create a report and dashboards ...
I am looking to check in a KBA without publishing it so another knowledge developer can complete what I started. Currently if I create a draft KBA and save it (without publishing), my colleague cannot edit it until I publish it and they check it ou...
Hello,In my organization we have a multilanguage shared services set up and we are using the global templates' function in agent assist for standard template answers and/or actions (e.g. reply that issue was forwarded to a different solution group an...
Hi everyone,I have a requirement that whenever searches for any article belonging to a particular kb, it should not be visible in search results of ESC portal. I only want certain knowledge base articles to be visible in ERSC portal and for rest KBs,...
I just earned my CSI KCS (knowledge centered service) certificate and now I want to focus on ways to improve my company's use of Knowledge Management within ServiceNow. We will be implementing Knowledge Blocks within Utah soon. Once that takes place...
Hello everyone! I would like assistance. I need to notify all analysts of an operation when a new knowledge article is posted to the internal base.I tried to "subscribe" to the base, but I don't know if there is some hidden configuration that I'm no...
Based on this documentation Wildcard characters allow searching for patterns and variations (servicenow.com)we activated Wildcards (e.g. *) in the (Zing) search for our Knowlegde Base via Service Portal with this result: Searching for a string with a...
Hello community, I hope my question about knowledge management is in the right place. I encountered a problem here that we have had since the release upgrade to "Utah Patch 7".If a date value for "planned publication" is entered or changed for the fi...
We're in the process of establishing an OLA for knowledge feedback task tickets. I am wondering what OLAs or SLAs others have in place at their respective companies just to get an idea. Thanks!
We currently use ServiceNow's Time Sheets, logging time to demands and projects. Our question is, when a demand is converted into a project, do the time cards previously submitted under the demand become part of the project record?
