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Forum Posts

Prioritizing a Knowledge Article

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...

Kerry4 by Tera Contributor
  • 616 Views
  • 1 replies
  • 0 helpfuls

How to view number of subscribers on a Knowledge Article

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...

Keszia by Giga Guru
  • 1263 Views
  • 2 replies
  • 0 helpfuls

Resolved! Change Authors for Knowledge Articles

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.

sabhish by Mega Contributor
  • 2920 Views
  • 13 replies
  • 18 helpfuls

Resolved! Recently Viewed Article Widget

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...

Searching within an article

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? 

Linking knowledge articles to a Location

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? 

Jackie C by Tera Contributor
  • 677 Views
  • 3 replies
  • 3 helpfuls

Publishing articles through an API

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...

Knowledge base - Images and the Image library

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; ...

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SRegier by Tera Contributor
  • 5657 Views
  • 10 replies
  • 4 helpfuls

Resolved! Adding Additional Templates

I had an inquiry about adding additional templates to the official list of templates available from ServiceNow.  Is that possible?  Please note I'm not referring to templates that can be added via the knowledge article form, but the templates in the ...

eric115 by Tera Contributor
  • 809 Views
  • 7 replies
  • 2 helpfuls

Resolved! Available for script - on assignment group

Dear knowledge wizards I need a little scripting help!I have found this script in another article but I need it "refitted" for my needs and I am bad at scripting ;D Instead of the script checking for which country I need it to check which assignment ...

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