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Forum Posts

Can we have have/ use templates for Knowledge article blocks?

Can we have have/ use templates for Knowledge article blocks? I am thinking to digitalize applications' documents in ServiceNow by using knowledge articles. As we have different sections within document, which will require also different workflow/acc...

LinaV by Tera Contributor
  • 969 Views
  • 4 replies
  • 4 helpfuls

Resolved! Displaying template used when listing articles

When showing a list of articles, is there a way to add a column for what template was used for the article?  When I click the "gear" icon to bring up the column list, there isn't an entry for template.  What I am trying to do is determine what articl...

mbernste by Tera Contributor
  • 1384 Views
  • 3 replies
  • 5 helpfuls

Resolved! Limiting Search to one KB

I am looking to find a way so that when a user manually selects a knowledgebase from the Knowledge Portal, the search widget automatically only searches within that specific KB. At present, it will return results from all KBs. Note, this is not the "...

Pat79 by Tera Contributor
  • 1285 Views
  • 8 replies
  • 11 helpfuls

Previous Versions of article have disappeared

Have come across a strange incident this morning where previous versions of a published article have disappeared. All previous versions are showing as 3.0 and cannot view versions 1 or 2 anywhere.  They do not appear when searching All articles by th...

Resolved! Best use for Attach knowledge vs Helpful button

We are looking at trying to figure out a better way when an article solves and Incident. Currently some people click Helpful while other Attach the article to the Incident. We also have some people attaching articles they used even though it did not ...

laura_p by Tera Contributor
  • 1261 Views
  • 3 replies
  • 2 helpfuls

Resolved! Word count on KBA

I'm trying to get some statistics on our Knowledge Articles.  I need to know word count, average length of the body, average number of characters, shortest article, longest article etc.  Can anybody help?

Tilly Penn by Tera Contributor
  • 1652 Views
  • 2 replies
  • 3 helpfuls

Resolved! Attachments not visible in articles for other users

Hi all,I am experiencing an issue where I have copied an article I have made from one knowledge base and inserted the copied content into a new article placed in another knowledge base. All in the same SN instance.But the pictures inserted is not vie...

Preparing content for knowledge articles in new instances

We recently went through a merger and are preparing for a greenfield deployment. While some of the articles may be pulled over, we're wanting teams to create content prior to a time that they'll have access to the new environment. Anyone have experie...

Maura by Tera Expert
  • 841 Views
  • 3 replies
  • 5 helpfuls
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