Resolved! "This Helped" Option on Knowledge Article using Next Experience UI
When someone clicks on "This Helped" within a Knowledge Article using Next Experience UI, what table is that answer stored in? Thanks!
Forum Posts
What happens to permalinks when you move to a new portal?
We are consolidating 5 portals into employee center and wanted to know what happens to the permalinks once all the articles are moved over to employee center? For example if IT has a permalink within a knowledge article referencing another article in...
Resolved! Knowledge Base subscriptions not sending article subscription emails
When someone subscribes to a knowledge base it shows on each article that it is subscribed in that knowledge article. It sends notifications for new and revised articles as per settings for knowledge base notifications. However it does not send artic...
Active field in the Knowledge Article header fields - what is it for exactly?
I've searched high and low for information in the ServiceNow product documentation and community, but I can't find an answer to this question: what is the Active field for in the Knowledge Article header fields? Is it for making a previous version of...
Resolved! Approval Workflows with Ownership Groups
With Ownership Groups activated, is it possible to still include approval from the Knowledge Base managers/owner as part of the publish workflow? Or is the only option to have the Ownership Group members be the sole approval required? Thanks in advan...
SysAid to ServiceNow Integration
Is it possible to have an integration between SysAid ITSM and a shared instance of ServiceNow?
Operations manual in ServiceNow
Hello Community,We have the requirement to create operations manuals in ServiceNow.Does anybody have expirence in this area and would share it with us?We found System User Guide in the DOCs, does anybody have experience in this area. Thanks in advanc...
Assistance with Formatting Knowledge Articles
We often see articles imported from Word, or copy/paste from Word (even when "keep formatting":) that do not maintain a clean format in the article. The is consistent issues with numbered lists and bullet point lists aligning text. If there are mul...
Create Knowledge Category
I am trying to create a new category from the Related list on my KB but the fields are all greyed out. I can only add a category when I am in an article via the category picker, but that is not what I want to do. Do you have any idea as to why my f...
Resolved! Creating articles with different read access levels inside a single Knowledge Base
I'm getting different answers from different sources about whether this is even possible or how, so I'm hoping you can share your experience with me. I'm looking for OOTB or very, very low levels of customization in the San Diego release. For example...
Change parent of child article
Hi there, I have a requirement where parent field in child kb article should be updated with the latest version of parent article if parent kb article version is changed.Can anyone help me here how this can be implemented. Thanks,Gopal
FAQ vs Q&A
Looking for best practice recommendations. I just joined a company that has their HR knowledge base set up with multiple articles each with one question and answer. My recommendation was to consolidate based on topic area and create FAQ articles wi...
The behavior of "copy link" has changed due to San Diego version upgrade
The behavior of the "Copy Link" button on the Knowledge screen in Agent Workspace has changed. When I contacted support about this, I got an interesting answer, so please help me. -------------------------------------------------------------------- I...
Resolved! How to determine usage for videos inserted into Knowledge article
We have been inserting videos into ServiceNow articles by attaching the MP4s to the article and then using the Video > Insert from attachment option. I am trying to determine the video ROI to gauge if it is worth the cost/effort to produce more vide...
Resolved! Last Review Date
Does anyone know of the "Last Review Date" field? It is being used in one of our knowledge bases but I can't find any info on this field in the SN product docs. The values in this field do not make sense so I am trying to get more info on this fiel...