I'm trying to find a way to prioritize KB articles so that specific ones are displayed at ticket creation, for example if an agent picks up a new case, I'd like the articles to come with how to process a new case, even better would be if it can be cl...
We currently use San Diego and I'd like to know how to create a report that shows the number of active subscriptions an article has.I've tried sn_actsub_subobject_stream and kb_use, but neither show me the at an article level (or can I create this as...
Hi, I was wondering if we can change the Author Name for a knowledge article and replace it with a Group Name that includes more than one Authors. Thanks for help.
Hi Experts, Would like to hidden the Authored by/Revised by name from Service Portal > Widgets > "Knowledge Article Content", purpose for not show the KB creator when access by general users. Unfortunately, cannot locate which HTML/Server script st...
Hey everyone, My team is currently researching on how to add a Recently Viewed widget for a user? Does anyone know if this is possible? I read through documentation and I'm not sure that there is an Out of the Box Feature for it. Thanks in advanced...
I'd like the ability to document who requested the update or provided the new link, etc. to a particular version whenever we update a KBA. I don't want to create a knowledge feedback task (these are being used for metrics on the IT service desk agen...
I have an article that needs to be published which includes a very long list of items. Is there anyway that a viewer of the article can search within the actual article body?
I am looking to link Locations to Knowledge articles so that if someone looks at a location / site - it shows up any KBs which have a link to that location. Has anyone been able to do this?
I am looking for a way to either create articles in a "published" state, or trigger the "publish" workflow through the REST API. I wrote a little PowerShell snippet that is creating the articles in "draft": $serviceNowCredential = Get-Credential $uri...
We are just starting to manually copy our articles from Zendesk to ServiceNow. I recommended that my team copy and paste the source code from Zendesk to ServiceNow and make adjustments needed. This method does not transfer the images, which is fine; ...
When I was recently looking at a post about resizing tables, someone mentioned in the replies that there is a TinyMCE plugin that is preventing the normal alt-click mouse menu from coming up. The normal alt-click menu includes options such as: Pas...
It is now just a Link option instead of the previous windows menu, accepting spelling suggestions, copy paste, etc. See screen shots.
Hi all I'm new to ServiceNow and was wondering how we can create static text/footers for articles? We have a footer that we want to be the same across all articles - can Knowledge Blocks work in this way? Or is there another way? Currently the footer...
Hi, there is plenty of information around the use of the 'Meta' field on a knowledge article but very little on the 'Meta Description' field - there is no 'hint' text when hovering over the field for example. I can see that it is automatically popula...
Is there a way to specify an article templates as being for only a certain knowledge base?