How do I get the date an incident was assigned to a specific assignment group
I want to be able to see when an incident (or other item) was assigned to a specific assignment group within a report.
Forum Posts
Resolved! How do I run a report to see how many unique KBs were used (linked to inc) vs not used (not linked)?
We have a requirement to link a KB to an INC in order to set it as Resolved. I want to find what percentage/number of our entire Published KBAs were linked to an incident in a defined timeframe. Thanks in advance for your help!!
Can't resize tables within knowledge articles in Tokyo
Hi All, We recently moved to Tokyo from Rome, we skipped San Diego. But when I try to change the size of tables in a knowledge article, it doesn't seem to let me change the shape of it in any way. i.e. I can't change the width of any of the columns o...
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...
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...
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.
Resolved! Widget hidden KB Authored by/Revised by name under Knowledge Management - Service Portal
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...
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...
Can you have a work notes field (or something similar) for KBAs?
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...
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?
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; ...
Resolved! Is TinyMCE plugin interfering with alt-click menu in content editor in articles?
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...
Resolved! Right click menu missing on knowledge documents after upgrading to Tokyo.
It is now just a Link option instead of the previous windows menu, accepting spelling suggestions, copy paste, etc. See screen shots.