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...
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...
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?
We would like to utilize the Bulk Translation feature of ServiceNow for automatically translating one or more published articles for one or more enabled languages by a single translation request from a specific group of people.We have :a multi-langua...
Hello Team: It's been years since I've had to "Start Up" a knowledge base, but here I am.I've got pretty much everything work:1. Two Stage approval process to Publish (working and notifications going out)2. Basic setup and Categories.3. Article Templ...
We have some knowledge articles that were inadvertantly approved with a Valid to date that has already passed or is coming up quickly. I checked them out and corrected the Valid to date but now there is a rogue version that is stuck in Pending Retire...
In ServiceNow docs when creating a Business Service, it is indicated that you can relate knowledge articles, but there doesn't seem to be anyway to do this. I looked at the Knowledge Base and you can associate a base to a product, but am I missing so...
As per the Subject - is the service able to open the pdf attached to the article directly within the viewer without downloading it?
Hi friends, we have a knowledge base filled with thousands of old articles, migrated into ServiceNow from a previous wiki solution. Many of these are of poor quality and don't really qualify as real knowledge articles at all, however they are still n...
We recently upgraded to UTAH. There is a field named "Group" in the KB article approval form. What is that field used for?
I have created a Know Base Article Template with Multiple Sections where users enter information. I want to create a Table of contents that a user can click on and it takes them to that section. I tried to use the base ServiceNow integrated TOC howev...
Good morning, We have been struggling with this problem for a while. Upper management wants to know, each day, how many articles are currently rated 3 or less stars so that they can be improved to 4 or 5 stars. We have tried running reports in the KB...
