My team has run into a few cases where the Ownership Group of a published article is misassigned, and the true owner of the content can't edit the article/update the Ownership Group because they are not a member of the Ownership Group or a manager of...
When we type a URL into the KB article resolution, we don't have an issue. If we paste a URL into the KB article resolution, the link tries to open internally (in the same window) and won't display. The manually work around is to edit the article li...
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...
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...
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...
Is there a way to get the unique view count of a article?
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...
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...
Hello Knowledge Managers! Want to join an organization where you make a difference and give back? Where work life balance is a real thing? I have the place for you. Come take a look at our open position: Knowledge Manager (IT Technical Writer) - Remo...
I have created a KB that requires two approvals to publish an article.The two approvals are 1st level group, 2nd level manager of the group.I set the KB up with Approval - Publish and listed the group managers there but I don't think that matters.Whe...
3 questions: 1:In the document on generativeAI, under the heading "how does generative AI work?" (Generative AI - ServiceNow)it says:To reiterate, generative AI operates on the principle of machine learning through the application of neural networks,...
We are using knowledge feedback and knowledge feedback tasks (which have been setup like explained in the ServiceNow documentation)However it is not clear what should happen (OOTB) once a feedback task has led to a new version of an knowledge article...
Hi.Is there a way to edit / apply a css stylesheet to all knowledge articles in a knowledge base? For example, we would like to have a border around all our images used in KB articles, and so far we have been adding these manually via picture editing...
Hello, I was wondering if anyone has used the Knowledge Blocks as the answer to articles.I have the scenario where different articles (issues) will have the same answer, and I do not want to have to edit all the articles every time this common answer...
Hi everyone! While I realize quantity of knowledge articles is not a great KPI to measure knowledge management, we do use it as an indicator for staffing and overall program growth. It seems like a nearly impossible report to generate. I'm trying to...
