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...
Hi Everyone, We recently received feedback from our users that they sometimes receive too many notifications from our Article Subscriptions. So we recently tried to activate Email Digests to see if that would limit it, but it looks like the system ...
Hi everyone, I'd like to activate two knowledge properties:- Provides replacement article for a retired article (glide.knowman.enable_article_replacement_on_retire)- Retire the knowledge block attached to an article (glide.knowman.allow_retire_block)...
The new Tokyo feature to provide a replacement article for a retired article is great! It allows you to specify a different article for a retired one so that future attempts to use saved URLs to the previous article will automatically redirect to the...
Does anyone have a process or template for your ServiceNow developers to use to document their backend nuances as they create new applications or integrations, etc?
Is it possible to launch a flow from a task in a change request? I would need to manually trigger a flow from a task, allowing end-users to initiate it. The action needs to be manual in this case. How can I add this functionality? I found that it cou...
