ServiceNow developers documentation best practices?
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?
Forum Posts
Localization framework for knowledge article
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...
Clarification Need on Knowledge Management
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...
Resolved! Articles stuck in Pending Retirement
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...
Relate Knowledge articles to Business Services
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...
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?
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...
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...