I'm attempting to get proper notifications out on Knowledge Articles for Approve Publish and approve Retire.Due to how the sysapproval_approver table is constructed, I see that KB Articles are not a "Reference" like task tickets. So getting addition...
We already have three separate knowledge bases, and I am creating a new 4th area or a segregated section within the three using Knowledge Blocks (KBlocks). We currently don't have this collector turned on. As the area where I am developing content fo...
On the Knowledge Management Dashboard under the Content Usage tab there is a reported headed User Activity which displays searches and views. Is there anyway to show which search resulted in a KBA view, who carried out the search and their entry poin...
We are managing several thousand knowledge articles. Is there an automated way to validate URLs added to KBAs are working properly? These may be URLs to external sites or URLs to other knowledge articles.
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...
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