I am looking to establish a policy for what conditions warrant creation of a new KnowledgeBase. I am trying to balance accommodating the needs of the knowledge users with the concerns of having too many KnowledgeBases that it becomes counterproducti...
How do you configure a retired knowledge article to require approval before it is published vs using the "Republish" UI action button that instantly publishes a retired article without approval first?
When re-publishing an article from the "Retired" status, the "Valid To" date field isn't automatically advancing to the next set date (6 months). For instance, if I were to restore an article, the "Valid To" date field remains set to the previous dat...
In Service Now, how do you create a report for Knowledge Base Articles that have not been viewed in the last 6 months?ORPublished KBA not viewed in the last 6 months. I'm trying to run it of the Table: Knowledge Use [kb_use]we have also tried the k...
I've tried to search an answer to the following question:Can one display only selected (limit) user criteria options for Knowledge Authors to see and select under the "Can Read" and "Cannot Read" on a Knowledge Article and Knowledge Block form level?...
Across every other type of record type, groups can be automatically linked which means these can be reported on and shown on team dashboards. Knowledge doesn't automatically link to these same tables though and KFTs, reminders of articles expiring e...
There is a script editor in the Knowledge article editor where we might be able to write a snippet of scripting that we could bring all the default values into the top of each Knowledge article. We are populating all these fields to improve search ...
We have had a few situations where someone has checked out an article and either left it in draft or has schedule published it and went on vacation then another writer finds that an edit needs to be made. We are looking into a group or a delegate ty...
Our users sometimes use a specific query (e.g. using boolean operators/exact match) to fetch specific set of documents in the results. How can they add it as a favourite on the Service Portal. They will only use the favourite and get the results.
Hello everyone! I am the knowledge SME for a company that has a decentralized knowledge creation/maintenance model, with a knowledge database of 5k+ articles.Here, the different teams/groups create and maintain their own knowledge articles that can b...
We have many separate knowledge bases and would like to get the click rate/rank on each separately as needed. The PA widgets for the KM dashboard only let you change KB categories. I would have to select 27 categories every time I want to see this ...
In my organization, the current process has individual articles owned by various person/teams, which are reviewed independently for an application/service. Eg - Outlook may have articles owned by different support teams. What is the best practice to ...
I'd like to run a monthly report that would show the number of newly created articles and one that would show the number of articles updated that month, e.g., the version 1.0 existed on August 1 and on August 18 version 2.0 was published. I'm not too...
Hi team, I found something today that seems very weird to me. We have a "can read" User Criteria that allows only users with a certain role to read the article. That User Criteria was then set to "Active = False" by mistake. The effect is that NOBODY...
Hi Servicenow Docs is explaining Computer class but why they use Server class in picture?See this link:https://docs.servicenow.com/bundle/utah-servicenow-platform/page/product/configuration-management/concept/class-computer.html Even Computer class i...
