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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...

Max T by Tera Contributor
  • 883 Views
  • 3 replies
  • 4 helpfuls

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...

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...

jrusso by Tera Expert
  • 3518 Views
  • 4 replies
  • 7 helpfuls

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...

Knowledge Category - New Record.png
Cari3 by Tera Contributor
  • 3999 Views
  • 4 replies
  • 4 helpfuls

Resolved! Import PDF or HTML files into knowledge articles

We have a requirement to migrate knowledge articles from a third-party tool to ServiceNow.The third-party tool can export articles only in PDF or HTML format.

Community Alums by Community Alums  
  • 2606 Views
  • 5 replies
  • 3 helpfuls

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

Gopal6 by Tera Contributor
  • 630 Views
  • 6 replies
  • 0 helpfuls

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...

Cari3 by Tera Contributor
  • 1936 Views
  • 4 replies
  • 1 helpfuls
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