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?
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...
I've started to associate articles to each other using the Related Articles section, but I was expecting a link to be established when I do so. By that I mean that if Article B is listed as a Related Article to Article A, I would expect Article A to ...
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...
