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...
Are Change Tasks the most appropriate way to manage all efforts related to an overall release? Currently, we have separate change requests for these efforts, but it does not allow for all to easily be associated to the overall effort. In addition, i...
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...
Hello all!I refer to the SN documentation fairly regularly and I was in the habit of navigating to Knowledge documents via the Product directory. But I've noticed the that the listing for Vancouver no longer has the Knowledge link. Does anyone know w...
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.
Hello! Thanks to those of you who helped me figure out how to expand and collapse text! Your instructions were clear, concise, and 100% doable. I used this functionality to collapse 4 sections of a complex set of instructions. Now the instructions lo...
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...
I've enabled Suggesting for a Knowledge Base that I'm an owner of. Is there a setting I can select that will send me an email when someone posts a suggestion on one of the articles in my KB?
We are looking at setting up a graph connector for knowledge article search within SharePoint. Do you know if there is any information available on how search results are prioritised in combination with other search results? For example if a SharePo...
