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...
We recently upgraded to UTAH. There is a field named "Group" in the KB article approval form. What is that field used for?
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...
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...
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...
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...
