Forum Posts
What's your KnoweldgeBase creation policy?
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...
Resolved! How do you resubmit a retired knowledge article for approval as a draft instead of using the "Republish" UI actions button?
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?
Report on Knowledge Base Articles Viewed and Not Viewed
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...
Restrict available Can Read/ Cannot Read options for Authors on Knowledge Article/ Block level?
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?...
Resolved! Knowledge Question
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 ...
Knowledge "delegates"
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...
Resolved! Knowledge success stories
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...
Knowledge Review Process
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 ...
It is possible to run a report that shows new vs. updated articles?
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...
Types of Knowledge articles used in the organization
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...
Knowledge Block Workflow
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...
Custom Format for Table of Contents - TinyMCE Editor
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...
Resolved! "Broken link" analysis on the portal and in article body
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...
Measuring knowledge article value
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...