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Forum Posts

How do you share knowledge article with a customer?

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...

PAWANK by Giga Expert
  • 813 Views
  • 1 replies
  • 1 helpfuls

Resolved! Anonymity in Knowledge Article Feedback

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...

vidaljes by Tera Contributor
  • 676 Views
  • 3 replies
  • 1 helpfuls

GRC: OOB vs Advanced/IRM PRO

Hi - does anyone have or know of a list or table showing the differences between the standard/out-of-the-box Audit and Risk modules vs the next level-up (IRM Pro/Advanced Risk and Audit) modules?

Lottet13 by Tera Contributor
  • 1985 Views
  • 3 replies
  • 4 helpfuls

Getting error message when login to service now

Hi, I would like to inform i am getting error message as below when i login to service now.A view with a Name of (empty) or Title of 'Default view' already exists looks someone created dublicate record and named after "abc". now i can see only abc in...

neelufer by Tera Contributor
  • 691 Views
  • 3 replies
  • 0 helpfuls

Image borders missing in Knowledge articles

Hi all,  I am currently in Tokyo. In the previous version, the WYSISWYG editing tool for images gave the option to add a border to an image. This is no longer the case:  Even if I add the border using html "border=", the border will appear while the ...

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ahamann by Tera Contributor
  • 753 Views
  • 4 replies
  • 1 helpfuls

Group by "Created"

Hi: I am trying to create a report that groups incidents by create date. Unfortunately the "Created" field is a date/time stamp and therefore unless incidents are created at exactly the same hour, minute and second, the grouping effectively groups by...

Yastafari by Giga Contributor
  • 2080 Views
  • 2 replies
  • 3 helpfuls

Resolved! Adding an Edit button for Contextual Search

HiDoes anyone know a way of adding an 'Edit' button to Contextual Search?I'm adopting KCS in our organisation and looking at the best method for knowledge workers to edit an article on the fly, this would seem to be the quickest route but I can't fin...

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I_ by Tera Contributor
  • 788 Views
  • 4 replies
  • 6 helpfuls

Resolved! Knowledge Base - User Experience Survey Questions

Good morning!We are planning to do some user experience work with our service desk associates, who are the heaviest users of our knowledge base. We want feedback on the process and their experience of using articles, beyond star ratings/useful rating...

Sara N by Tera Expert
  • 1930 Views
  • 2 replies
  • 4 helpfuls

stop auto numbering before submitting record

hi, i have created child table "abc", where parent table is " Task".  here, the number field gets incremented everytime, when clicked on new record button. However, i want the record to get increment only after submitting the record. Please help me t...

neelufer by Tera Contributor
  • 689 Views
  • 1 replies
  • 0 helpfuls
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