Hi community, we have a knowledge base (Known Error) with 3 Knowledge Managers.As part of their work, they want to now and then filter for Draft articles that got "left behind" and publish them.However, they don't have the option to publish these art...
Hi all, apologies if this is the wrong section for this kind of question, my company has been looking to use KB articles across more departments, as currently, we have them primarily for IT self-solvable problems, but we want to open it up to allow u...
Hi all, We've ran into some issues with some of our support staff not being aware of some major updates made to the KBs and it negatively affected some of our calls. Is there a way for support agents (knowledge workers) to easily see what changed in...
After setting up a knowledge portal for our internal associates, I've been receiving feedback from leadership that they would like for there to be a short description for each kb. The idea being that many users don't know what a kb is for just by the...
Hi, I have created knowledge article templates. I have created fields within those templates. I am trying to set up permissions to certain fields. Example: I have a field I want only the Service Desk Agents to be able to "Read" and if the user is not...
Hi Experts,We have a knowledge base that can be contributed by certain groups. However, there are users who are part of the group that can and cannot contribute. So far, I was able to implement this by adding the groups that can contribute to the kno...
As per Documentation from SNow :https://docs.servicenow.com/bundle/quebec-servicenow-platform/page/product/knowledge-management/task/configure-act-know-feedback-properties.html The actionable feedback feature is available in the Knowledge Managemen...
Folks, I'm hoping someone can clarify as to the expected behavior of the SN platform. IssueIf a link in a KB articles has not been explicitly created to open in a new window, the default click <left-click> by the user will result in the error below: ...
Hello,Do you of any reason why is the description field not showing in the portal view and homepage view of and article?Platform View:Homepage ViewPortal ViewDo you know of any way to show the description field?To add on, I found this info message on...
Total newbie question. The organization I work for doesn't have a centralized IT department. There's about five different IT related departments. Plus there are groups that handle IT related tasks like the telecom group or developer groups. The organ...
Hi everyone, I would like some help figuring out how to check by name, who accessed the knowledge base and which articles were viewed by person.The aim would be to check which employees are not using the knowledge base, to disseminate it to them.
The table of contents (TOC) button has disappeared from the TinyMCE html editor when editing knowledge articles. The Format button had also disappeared. I went to System Properties > UI Properties and was able to successfully add format select to th...
Hello, I'm trying to differentiate between empty, 0 (ratings are 1 - 5), and Other when I run a ratings report. Does anyone know the difference between the 3? Thanks in advance for your help!
I'm trying to figure out a way to maintain Can Read access to a Knowledge Base for all end users (on the portal) but block all but a small group from contributing to the base using Can Contribute and a criteria. During my testing, I found out that en...
Hi there, I have enabled multiple article templates that will be used for a specific knowledge base.There are some knowledge bases that should only have the standard article template. on https://docs.servicenow.com/bundle/quebec-servicenow-platform/p...