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Forum Posts

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...

Hegra by Tera Contributor
  • 1404 Views
  • 2 replies
  • 2 helpfuls

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...

ahamann by Tera Contributor
  • 6037 Views
  • 5 replies
  • 3 helpfuls

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...

LinaV by Tera Contributor
  • 1703 Views
  • 4 replies
  • 4 helpfuls

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...

mbernste by Tera Contributor
  • 2375 Views
  • 3 replies
  • 6 helpfuls

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 "...

Pat79 by Tera Contributor
  • 2687 Views
  • 8 replies
  • 11 helpfuls

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 ...

laura_p by Giga Guru
  • 2432 Views
  • 3 replies
  • 2 helpfuls

Resolved! Word count on KBA

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?

Tilly Penn by Tera Contributor
  • 2829 Views
  • 2 replies
  • 3 helpfuls

Resolved! Attachments not visible in articles for other users

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...

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