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...
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?
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...
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 ...
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...
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...
I have enabled Actionable Feedback options to create a task if the knowledge article is marked unhelpful, or is given 3 stars or less. The Feedback task is automatically assigned to the author of the article, but I would like to have it be assigned t...
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...
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...
I want to be able to see when an incident (or other item) was assigned to a specific assignment group within a report.
