I'm currently working on analyzing the top call drivers and would like to know if there are some best practices which can be implemented, which reports are helpful, how to encourage end users to utilize end user facing articles available on the self ...
Dear community We are using feedback management in ServiceNow and we are detecting that there is no a solution that can encourage standard users to "leave feedback" in the esc portal.Having more feedback positive or negative is one of the solution th...
I enabled Ownership Groups by setting glide.knowman.ownership_group.enabled to true; I also created one new Ownership Group to try this out. However, how do I add a field for "Ownership Group" to our Create New Knowledge form? My understanding is tha...
We have an internal SharePoint list/library that we want to import from into ServiceNOW. I am stuck on the process for Acquire and Process Handlers and the scripts. Does anyone have some samples scripts I could learn from or recommend a video?
Hi ServiceNow Community, I wonder if someone can help me understand if I am doing something wrong here. We have 5 articles that are in the knowledge base "Service Desk" under category A > B > C Yet, when I run a search/filter for knowledge with thi...
We grant permissions to our knowledge base to a number of different groups. However, I'd like only one particular group to have access to a couple of articles and restrict other groups from seeing them. Is that possible? (Creating a separate knowledg...
Hi all, I know the base URL for knowledge is https://companyname.service-now.com/kb_view.do?sysparm_article= and the base URL for stories is https://companyname.service-now.com/nav_to.do?uri=rm_story.do?sysparm_query=number= Does anyone know what the...
When I look into the Knowledge Searches report (from the Search Log) I find it really hard to make use/sense of it. The results are partially spelled words and it seems each search gives at least 5 search logs each time. Is there an easy way to get t...
I have multiple articles with collapsible sections using <details> per article here: Add expand and collapse functionality to any Knowl... - ServiceNow Community But after upgrading to Tokyo we are running into this issue described by another user:ev...
I am being told that the view article option (checkout or update) cannot be set to show exactly what the external customer sees.With our current setup, I have to publish the article, go to another browser window, and review it using my external custo...
May I please know: How does your tech support analyst share an article with the customer?1. If through an Incident record: How? Shares a URL of the attached article?2. If outside a record: How?Is is a standard SN feature? or have you been using a cus...
I have tried adding HTML for accordians and they do not seem to work in ServiceNow. We have large training documents and would like to break them into sections that the user can click and expand.
Hello experts, Is it possible to hide one knowledge category in one page and make it appear in the other page on the service portal? Regards,Vaine
Hello! Doing DEV testing for Tokyo upgrade, and I'm running into an issue with embedding videos. We've set up HTML Sanitizer. Our properties list has glide.html.enable_media_sites set to the default: youtube.com,player.vimeo.com,vimeo.com. (This is...
Hello! I'm new to knowledge management in ServiceNow and my organization and I are currently building out our first knowledge base. We've are teaching our HR Service Desk team how to access and use the articles we've created. Something we have stress...