SysAid to ServiceNow Integration
Is it possible to have an integration between SysAid ITSM and a shared instance of ServiceNow?
Forum Posts
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...
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.
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...
Editing Knowledge Blocks Linked To Knowledge Articles
I am trying to edit a region specific knowledge block that is linked with published articles. But, on publish of knowledge block, the updated version of block is not reflecting in knowledge article. I could also see more than one entry for knowledge ...
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...
OLA/SLAs for knowledge
I am wondering what OLAs/SLAs/Metrics other knowledge managers are using for their knowledge? I am working on a knowledge management process and the one area that I am having some difficulty figuring out is around metrics for knowledge. I am thinki...
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...
Short Description vs Title
Is there a benefit to using the "Short Description" field instead of "Title" field for knowledge articles? Can both fields be used? Would Short Description be used without Title?
Resolved! Does ServiceNow Production Documentation use the Knowledge Module?
Hi everyone, I've been wondering if ServiceNow use the ServiceNow Knowledge Module for their Production Documentation found in https://docs.servicenow.com/ I would love these features for knowledge articles:* Button to export content to PDF * Topic a...
| User | Count |
|---|---|
| 2 | |
| 1 | |
| 1 | |
| 1 | |
| 1 |
