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 ...
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...
Hi team, I found something today that seems very weird to me. We have a "can read" User Criteria that allows only users with a certain role to read the article. That User Criteria was then set to "Active = False" by mistake. The effect is that NOBODY...
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...
