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Knowledge Managers
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Forum Posts

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...

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
  • 1658 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
  • 2102 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
  • 5423 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
  • 3207 Views
  • 9 replies
  • 6 helpfuls

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...

Casey23 by Tera Guru
  • 1891 Views
  • 2 replies
  • 0 helpfuls

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...

maaritkk by Tera Contributor
  • 1795 Views
  • 3 replies
  • 2 helpfuls
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