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...
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 ...
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...
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...
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...
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 ...
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...
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...
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...
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...
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...
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...
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...
Is this a feature of knowledge? How does one get this functionality? I have all but given up on managing favorites in my web browser and thought it would be very nice to have favorites for knowledge for users, and myself, in the Service Portal. Sure ...
So we wanted to embed videos on knowledge articles and when I embed a youtube video it works however we house our company videos in MS Streams so I try embedding videos from there but it doesn't work. 1. I tried inserting the video through a URL (whi...
