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...
We currently have three types of knowledge articles -End user KB - General information, FAQs and simple technical instructions which can be followed by an end user on their own. (We have separate KBs for an application having different issue statemen...
This week we will begin logging time to individual demands. Is there a way to expose the time card tab on the demand record in the same way we see it on the project record?Thank you.
How do you decide who approves a Knowledge Block?I'm thinking of these likely scenarios:The article author is different from the block author.The article's approvers are different from the block's (example: the article is aimed at general users while...
Is it possible to customize the look/format of Table of Contents, that comes with TinyMCE editor?We're looking to create a standard format for all our knowledge articles moving forward, and there is a UX requirement to format the Table of Contents in...
Hey all, I'm hoping that I'm overthinking this but so far, I've not found the simple solution for a request we've gotten on a specific KB. The KB in question is a "download only" IT policy KB, which is to say that, all the articles are attachment l...
Is there a report I can run to find "broken links" in article bodies and on the ESC portal? Example: a published article posted a hyperlink in the article body to another article that has been retired. When the user clicked on the retired link they g...
Our company is finally getting Knowledge Management up and running.I have the OOB Approval Publish and Approval Retire workflows on the KB. I've noticed that the Approval email was not going out due to some properties not being set and other issues.T...
Has anyone else noticed that if a child article is created as a translation of a parent, it displays the star-rating of the parent. Thus a 5* article in English with a newly-created Chinese translation will incorrectly show to Chinese users that the...
Hello, does anyone of you tried to measure the value of published knowledge articles? We need to somehow measure and track the effectiveness of knowledge articles - how they increased the self-service and reduce the service desk support volumes. What...
With user criteria we use announcements to broadcast messages to Service Portal users. Announcements are displayed in an announcement banner on the Portal Homepage for specific users. I would like to know how to let users subscribe to this Announceme...
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