Resolved! Is it possible to open a Knowledge Article direct to the attachment without opening the article?
As per the Subject - is the service able to open the pdf attached to the article directly within the viewer without downloading it?
Forum Posts
Moving Knowledge Articles to another Knowledge Base
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...
Knowledge Approval - Group field
We recently upgraded to UTAH. There is a field named "Group" in the KB article approval form. What is that field used for?
Creating a Table of Contents for a KBA with multiple sections
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...
How to get a snapshot of all Knowledge Articles rated 3 or less right now
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...
What do others use for their KB review process
Prior to going to Orlando Out of Box we used to have a process to review KB's periodically. We used to have a next review date field> that generated an email to the field>Content Group Owner to review and update their KB. Since going OOB we no longer...
Resolved! Looking for a way to clean up the bloated Microsoft code what copying/pasting content from Word or Excel into a knowledge article
We continue to struggle with the formatting when creating knowledge articles. Whether using the import feature or copy/paste from Word, it's a real pain to work with. Conflicts between any code ServiceNow is using and whatever Microsoft is bringing...
Updated Knowledge Blocks not auto-applied to the articles they are used in
We are running into a problem with Knowledge Block updates. When a knowledge block is updated, KBAs using that knowledge block have to be manually updated to use the new version. Instead, we would like the new version of the knowledge block to be aut...
Resolved! Is there a way to measure knowledge workers time spent on articles?
Is there a way to measure knowledge workers' time spent on articles? For example, I have a team that wants to measure how many hours are being worked creating, editing, and reviewing, knowledge articles.
Resolved! How do I find out how many incidents have knowledge attached?
Hi, I want to try and find out how many incidents have knowledge articles attached to them. I'm seeing a fairly healthy view count against articles but zero usage, so I just want to try and validate whether we really aren't attaching articles to the...
Resolved! How to create a synonym dictionary
I'm trying to create a synonym dictionary to improve our search results. I read in the documentation that "By default, the system provides a sample synonym search dictionary called Example synonym dictionary." Our instance doesn't have this "Example...
Help with Publish Workflow
Currently, our Knowledge Base is set to Knowledge - Instant Publish and Knowledge - Instant Retire. We now have an Intern coming onboard who will author some KB articles (all within one category if that is helpful in figuring out a solution here). I'...
Resolved! How can I see the number of articles within a category?
Hi everyone, I'm wanting to create reports that can tell me the number of active articles. For example:The parent category is "Parent Category""Sub Category 1" has 10 articles"Sub Category 2" has 5 articles"Sub Category 2" has 6 articles"Sub Category...
Update parent of a child kb article if parent version is outdated.
Hi, I have an requirement where the parent of child kb article should be updated to published version of parent kb article when parent kb article version is outdated. How can I achieve this? Thanks, Gopal
Knowledge Base integration with ServiceNow
We have a large amount of articles in a knowledge base that resides in ServiceNow. Because of the limitations we've encountered with keeping the formatting from the source document (Word, etc). We created pdfs from the articles and then added the pdf...
