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?
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?...
There is a script editor in the Knowledge article editor where we might be able to write a snippet of scripting that we could bring all the default values into the top of each Knowledge article. We are populating all these fields to improve search ...
We have had a few situations where someone has checked out an article and either left it in draft or has schedule published it and went on vacation then another writer finds that an edit needs to be made. We are looking into a group or a delegate ty...
Hello everyone! I am the knowledge SME for a company that has a decentralized knowledge creation/maintenance model, with a knowledge database of 5k+ articles.Here, the different teams/groups create and maintain their own knowledge articles that can b...
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...
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...
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...
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...