I have a table data which contains child knowledge category on it or the actual data items as structured as below:Category 1 -Category 1.1 -[item1,item2...] -Category 1.2 -[item1,item2...] -Category 1.2.1 -[item1,item2...] -Category 1.2....
I've been trying to come up with some KPI's for our Knowledge Articles, and I think Views Per Day would be useful for some of our articles. Is this something that can be calculated within ServiceNow? I've been exporting a list of articles and using E...
I'm trying to figure out why the View Log for a Knowledge Article and the view count differ. Not only are the number of views vastly different (and I understand that an author/ editor would have more views during the creation/ editing phases), but th...
Not sure if this is the right community section to post this in. We have topics on our main home page, with sub topics below. For example, under Hardware & Mobility we have Telephony, Peripherals, Hardware and Mobility. As I create sub topics for kno...
We would like to search our knowledge base for text found in the Keywords field of the article. We do not want the search to return results where the text is found in the article body, title, or any other field. Using the Keywords filter does not ach...
Is there a way to get the unique view count of a article?
Hi all, Our knowledge base is set up to have two approvals one by subject matter experts in the ownership group and the second by someone with a knowledge admin role. it would be useful for the knowledge manager to be able to retire articles (for dec...
I'm exploring ServiceNow integration options for our IT processes. Can the community provide insights on the best practices and tips for a seamless integration experience? We're particularly interested in streamlining incident management and reportin...
We are looking to start using Knowledge Blocks in our Knowledge Bases. Based on what I see in this forum it seems like there can be a number of issues related to Blocks. We are looking to use them to limit visibility to information based on roles/re...
Hello Knowledge Managers! Want to join an organization where you make a difference and give back? Where work life balance is a real thing? I have the place for you. Come take a look at our open position: Knowledge Manager (IT Technical Writer) - Remo...
I have created a KB that requires two approvals to publish an article.The two approvals are 1st level group, 2nd level manager of the group.I set the KB up with Approval - Publish and listed the group managers there but I don't think that matters.Whe...
I've noticed lately that random users are "Rejecting" the Approval to Publish workflows for KB submissions. I've looked at the system logs for what was being done at that time, and am having difficulty identifying the cause. Has anyone else had this...
Is there a way to report on the Use Count within a 30-day period?
3 questions: 1:In the document on generativeAI, under the heading "how does generative AI work?" (Generative AI - ServiceNow)it says:To reiterate, generative AI operates on the principle of machine learning through the application of neural networks,...
We are using knowledge feedback and knowledge feedback tasks (which have been setup like explained in the ServiceNow documentation)However it is not clear what should happen (OOTB) once a feedback task has led to a new version of an knowledge article...
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