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...
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...
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 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...
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...
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?
Hi Everyone,I have a requirement to make only standard template visible for certain Knowledge bases. For that I want all the existing articles belonging to any particular template to move into Standard template.Is there any way in which I can move/mi...
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...
