Our knowledge manager left a couple of months ago; and I am trying to hold the fort until we get a new one. I have noticed that there are a lot of old versions of active articles which are remaining active despite their status being Outdated and new...
I haven't been able to find this in documentation - is there a way to pin a knowledge article to the top of a results list within a Knowledge category?I can feature the document in the "Featured Documents" widget on the homepage but the business is a...
I Want to be able to add a reference field type to an article template.For example, in our new knowledge base I would like the articles to be able to show the configuration item that are linked with when users are viewing them. When editing the templ...
When a knowledge gap is reported from an incident, a knowledge feedback task (KFT) is generated. The KFT is generated, but there is no assignee/author. Is there a way to auto-assign the KFT to the assignee or assignment group of the incident?
I've been working with my internal SNOW support team to try and get the Spell Check functionality working in Google Chrome. I've followed all the documentation online to make sure that spell checking is enabled. It works in other web sites.In Servi...
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?...
