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Knowledge Managers
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Forum Posts

Move an article from one instance to another.

Is there a quick method to move an article from one instance to another?Our use case is to keep all the bookmark links/attachments, images and links to other articles in-tacked and directing to the new instance as we are trying to refresh the content...

Resolved! Access Groups and Roles

How do I find/create/access a report that has all of our access groups and roles that has information about what access they have and where?

RMiller19 by Tera Contributor
  • 3432 Views
  • 2 replies
  • 4 helpfuls

Resolved! Guest account access to your Knowledge

I was wondering if everyone is aware or can confirm what I am about to say is correct: If you fail to add the criteria that Guest user account cannot read the knowledge base, you are at risk of external users accessing your internal knowledge by dire...

jtshone by Tera Expert
  • 2708 Views
  • 3 replies
  • 2 helpfuls

Resolved! Knowledge and KPI's

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...

Resolved! View Log and View Count for a Knowledge Article Differ

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...

Resolved! Topics and sub-topics

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...

jdonily by Tera Contributor
  • 1101 Views
  • 3 replies
  • 2 helpfuls

Resolved! Retiring articles with a two step workflow

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...

csinnett by Tera Contributor
  • 1336 Views
  • 3 replies
  • 3 helpfuls

Seeking Guidance on ServiceNow Integration

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...

mathew wade by Kilo Contributor
  • 474 Views
  • 2 replies
  • 0 helpfuls

Knowledge block implementation best practices

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...

Maura by Tera Expert
  • 1895 Views
  • 1 replies
  • 2 helpfuls
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