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...
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...
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...
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...
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...