automatic publishing
We have knowledge article that come in via an integration in the Draft state. We want the articles to be published automatically without a person having to select the "published" button. How can we do this?
Forum Posts
article templates, add in stock text so that the creator can modify it
Hello, i am using article templates and I see largely it's for formatting the user text and making sections with new formats. my issue is I'm trying to add stock text into the article template fields, the body, so that knowledge creators can modify ...
OOB KCS Demo with ServiceNow
Hi there, does anyone have a demonstration of how KCS works for their company within ServiceNow?
Knowledge Article not launching
Hi All, I am having a problem since enabling Next Experience with Knowledge articles with images. When I search for an article from the portal and click on it, it downloads instead of displaying.
Resolved! Synonym Dictionary question
Hey me and my team are looking for ways to get better search results in our knowledge base and think that a complete synonym Dictionary would be a great start, the problem is that our base and users are Norwegian/swedish/danish but they mostly search...
Resolved! Alt text not displaying
Hi all, I added alt text to some images in a ServiceNow article. However, when I view the article, either in the back-end fulfiller view or the user-facing service portal, I can't view the alt text; it doesn't appear when I click on or hover over the...
Recommendations for best practices for embedding videos in knowledge articles
Hello! We're exploring embedding videos in our ServiceNow knowledge articles, now that we are able to do this successfully. Interested in your experiences with embedding videos. Do you have a policy or any style guidelines about embedding them? W...
Resolved! What HTML features have you been able to successfully implement in your knowledge articles?
I've been looking for ways to make our content a little fancier. I thought it may be helpful for us to share the HTML features we use. I have 2 that I will share: Colored "note bubbles" that we use for NOTE, IMPORTANT, WARNING, etc (we have each ty...
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...
How to manage Knowledge Based Articles Internationally (Based on User Location)?
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...
With AI Search Engine implemented, it´s still required to keep Meta field enabled
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...
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...
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 "...
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 ...
