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...
Is ServiceNow Contract Management a standalone module or it is a component of another ServiceNow modules? Are there any installation fees involved with it?
How does it work to use knowledge block when creating a new article? Is the concept similar to parent-child? And I guess knowledge block is a function you need to activate in ServiceNow? I would like to hear you experiences with using knowledge block...
Hi, all! I posted this question in CMS as well, but really this is a knowledge manager question. I hope someone out there has some ideas. Has anyone found a reliable way to look up articles that contain knowledge blocks - specifically, if I want t...
Hello everyone. We have a resource that is currently built in SharePoint but uses some 3rd party tool so it is in html or xml or something. We can export it to PDF or Word docs, and need to do a mass import to a ServiceNow knowledge base as soon as...
Does anyone have advice on how to migrate WordPress articles to ServiceNow knowledge articles? We have a client that was using WordPress as their knowledgebase so each article has it's own page, but now we need to move all that content (including lin...
Has anyone else run into this issue, where Knowledge Blocks do not apply their security settings properly when a User has contribute rights to the knowledge base. I.e. They can view all blocks no matter if they are placed on the can not view list. ...
