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?
Forum Posts
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...
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...
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 ...
Best Practices for Articles Needing Collaboration Across Teams
We use Ownership Groups for permissions to edit in our knowledge base but I've had multiple situations when cross team collaboration was needed for keeping the content of articles current. Is there any best practices/solutions for this scenario? I've...
Knowledge Article Author Can't Edit Their Own Articles
I am curious why authors of knowledge articles can't edit their own articles. From what I can see in the ACL list, all of our ACLs are out of box. I also checked that the users have the "knowledge" role in the system. When searching for this issue, I...
How-To Create hyperlink on the bullet point to jump on a section in a knowledge article
Hi, Could you please let me know how to create a hyperlink on bullet points to jump on certain sections in a knowledge article? Please check the attached screenshot We know the KBA KB0529465 which described the target of the hyperlink but we do not...
Can we prefill Knowledge articles' template fields from other modules?
We plan to have application's documentation in ServiceNow as an article instead of word documents. We already have module were we already store general information about applications: descriptions, classification, application manager and etc. If in ...
,KB article is flaged(flag=true)but there is no feedback attached to reference listed.
In Filter Navigator, enter KnowledgeStep2: Under Knowledge, see My Flagged - Step4: Scroll to bottom of article to see Knowledge Feedback tab - Observe no knowledge flags . is there any posibity ,KB article is flaged(flag=true)but there is no feedbac...
Recommended HR Knowledge Article Templates?
Hi, I've been searching examples of recommended HR specific Knowledge Article Templates (outside the basic OOTB Standard, FAQ, How To, What Is, KCS Article). Seems that ServiceNow doesn't provide article templates especially targeted to HR. Do you ha...
Resolved! How do open a pdf file, in a KB articles, into a new tab?
How do open a pdf file, in a KB articles, into a new tab? I've looked at the following post https://community.servicenow.com/community?id=community_article&sys_id=bd6c7bf7db0eb050b3c099ead396198f as a guide but everything I've tried the pdf downloads...
Searching within a PDF attached to a Knowledge Article
Hopefully this is a simple question... When a user i.e. employee conducts a search, does ServiceNow look at the contents of a PDF attachment to find that search or does it just look at the title? We dont have the document management plugin, we are l...
Resolved! How we can create a Knowledge check box in the incident form under resolution tab.
How we can create a knowledge check box under resolution tab in incident form, Knowledge check box is visible so that a knowledge submission can be created from the incident form.Knowledge submission is created upon the incident closure when knowledg...
Resolved! Retire Button is visble only to the recent revisor of KB article
Hi All, Good Day. The requirement is to show the 'Retire' button only for the users having 'knowledge_manager' role. At present, the Retire button only appears to the most recent reviser of a KB article, which causes knowledge team members to have to...
Do you use dynamic links from one knowledge article to another?
Have you configured your knowledge articles to link to other knowledge articles in a dynamic way? As you know, there are different link structures depending on where you are in the system. For example, the Permalink for viewing on the Service Porta...