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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...
We're looking for a way to better manage articles globally where users are based in various locations (internationally). Currently, we are using the 'Can-Read' field to tag countries on articles so that they are visible to a user in that specific co...
When implemented AI on the search for Knowledge Articles, it´s removed the Meta field as it´s expected AI to start learning the user and company behaviour to present the closest article. The question is: are there any other field that contributors c...
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...
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 "...
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...
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 ...
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?
Author of article is no longer able to check out her own articles. The checkout button has disappeared for all her articles. How do I get it back? Her roles have not changed. She still has knowledge role There have been no changes to ACL or UI actio...
Currently:The “Valid to” date defaults to a year, which is correct. The submitter can alter that date past the one year and that is not correct. Must not exceed that default value. Default date is one year from today and make it mandatory that the va...
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...
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...
Hi all, Is there a way to ensure specific sections of articles in a knowledge base available to several groups can only be viewed by one group? I'm looking at ways we can improve our knowledge articles and a lot of them could have extra information a...
Hi again, Now I'm seeking best practice tips regarding knowledge bases in SN, which are the limitations and possibilities in having one versus several knowledge databases. We have today a setup with 3 knowledge bases - one for news, one for WoW (rout...
I have a customer service portal that's broken up into sections, say Sales and Accounting and access to them is based on roles. I have Get Help forms set up on both sections that are very similar, say "How to update your address". While they are sim...
