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Resolved! Feedback Tasks Records

I'm working to understand how Feedback Tasks function out of the box.We have the Ownership Group feature enabled. However, I’ve noticed that Feedback Tasks are read-only for everyone except the assigned individual.Even members of the Ownership Group ...

Ownership Groups

We are using the ownership group feature in knowledge management .I wanted to understand who can update the article when it is in draft. The ServiceNow document does not seem clear on this. From our testing  these are the people who can update the ar...

How to measure incidents resolved with Knowledge Articles

Hello Community, One of the key performance indicators I would like to track is how many incidents are resolved by using existing knowledge articles. Does anyone have any experience in tracking this information and would care to share what their stra...

TeresaA by Tera Contributor
  • 864 Views
  • 4 replies
  • 10 helpfuls

Images are getting broken in Published state

Hello Team,I have published a Knowledge Article with Attachements.But in Workaround field I can see the Images are getting broken.Please find the below screenshots:Actual Attachment:What will be the Issue?Best Regards,

sayanghosh_0-1746801400040.png sayanghosh_1-1746801458507.png
sayan-ghosh by Tera Contributor
  • 556 Views
  • 5 replies
  • 0 helpfuls

Resolved! Content Request Items CONREQITM creation

I know that CONREQITMs are created when a CONREQ is submitted but I don't understand how they are created. I've looked at Business Rules, Client Scripts and Flows. Does anyone know how this OOB functionality works?

Suzanne H by Giga Guru
  • 559 Views
  • 2 replies
  • 1 helpfuls

Role as KM Manager Cannot Delete KB Article in Draft Status

Hello all,When we implemented ServiceNow about 3 years ago, many ServiceNow roles were not correctly assigned/ implemented in phase 1 of the implementation. So far I found I can't delete, update any KB articles in Draft status. Also, some features in...

Rum by Tera Expert
  • 376 Views
  • 1 replies
  • 0 helpfuls

What are your thoughts on Link (attaching) Accuracy

Hello, With more focus on AI and Now Assist. AI search looks into how the article is attached to an INC or Case (used). What are your thoughts about tracking Link (attaching) Accuracy, and has it been helpful? What are the ways you have accomplished ...

AI Search Rank.jpg
Andrew64 by Mega Guru
  • 616 Views
  • 3 replies
  • 9 helpfuls

Knowledge Article Repository - Back-up Copies

Hi all, Does anyone have best practices for storing back-up knowledge article copies? Currently, our knowledge owners are creating articles in a word doc and saving to their hard drive, which has created challenges with referencing retired articles t...

sarahbridge by Tera Contributor
  • 346 Views
  • 2 replies
  • 1 helpfuls
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