Knowledge Managers
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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
  • 4215 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  
  • 2732 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
  • 712 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
  • 2041 Views
  • 4 replies
  • 1 helpfuls

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...

Knowledge Translation Tasks

We just turned on knowledge translations feature.  We have a group that is responsible for receiving these tasks after articles are created/edited. However in their menu they only see Knowledge Translations > My Assigned Tasks and not All Open Tasks....

laura_p by Tera Contributor
  • 809 Views
  • 4 replies
  • 0 helpfuls

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...

Cari3 by Tera Contributor
  • 913 Views
  • 5 replies
  • 1 helpfuls

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?

Cari3 by Tera Contributor
  • 1243 Views
  • 7 replies
  • 2 helpfuls

Resolved! Why are retired articles viewable on service portal?

When using a permalink that was shared in the past, service portal users are able to see retired articles. Is this expected behavior? The same retired articles are not visible when searching by short description or KB#. How do I hide all retired arti...

Suzanne H by Tera Guru
  • 3836 Views
  • 5 replies
  • 9 helpfuls

Resolved! Document repository for content connected to Knowledge articles

As we create our HR knowledge content for HRSD, we have cases where we want to provide a link to view the full policy (without making the full policy a knowledge article) or to share content from a 3rd party (perhaps a benefits brochure as a PDF). A ...

Lori L by Tera Contributor
  • 1737 Views
  • 9 replies
  • 6 helpfuls
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