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...
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...
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...
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.
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...
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...
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'...
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...
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of child kb article should be updated to published version of parent kb article when parent kb article version is outdated.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
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...
Hello all! After reviewing and testing the Knowlege Management Advanced plug-in, I am planning to enable it on our instance because I believe my organization will benefit from version control, feedback tasks, and templating. However, I ran into some...
I am currently creating new Article Templates. I am testing the first one out. When I go to create a new KB article I select Create New->select the knowledge base->select the template an Article Template Preview (Sample Text) appears but not in Engli...
Hello, we are in the process of migrating from BMC Remedy to ServiceNow. Our implementation partner is not well-versed in KCS - I end up in "teaching mode" during our design sessions - so I am looking for some expertise in the detailed ins and outs...
Hello, I am trying to enable the table of content in the html editor, but it looks like the option does not exist. I have tried the following so far: 1. Inset table of content: https://docs.servicenow.com/bundle/quebec-servicenow-platform/page/prod...
When I'm writing a knowledge article, I use the "View article" feature (see highlighted screenshot) to see how this will look when published - however this only opens in the current tab so if I see from the "View article" preview that I need to make ...
