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Resolved! Can I grant/restrict access to individual articles?

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...

vhindbo by Tera Contributor
  • 2361 Views
  • 5 replies
  • 4 helpfuls

Base URLs for items in ServiceNow

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...

mbernste by Tera Contributor
  • 3502 Views
  • 9 replies
  • 0 helpfuls

Resolved! How do you use your Knowledge Searches reports?

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...

Lesley W by Mega Guru
  • 4368 Views
  • 17 replies
  • 16 helpfuls

View article not the same and customer view

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...

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SRegier by Tera Contributor
  • 823 Views
  • 4 replies
  • 0 helpfuls

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
  • 868 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
  • 756 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
  • 2087 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
  • 713 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
  • 839 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
  • 2185 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
  • 833 Views
  • 4 replies
  • 6 helpfuls
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