Knowledge search is not finding the correct knowledge articles, for instance a KB Article has Mac as meta data, separated by comma and space from other meta data. When typing MAC it brings up several articles but not the article we are wanting. Meta ...
Hi SN Community. I have a question that is not super technical, but more about the long term user experience reading knowledge articles. We have knowledge articles in many different languages and localization enabled. Some knowledge managers have no...
Hello - thank you for reading this. When I try to embed a video into a SN KB Article - the url in the iframe for *some* sites is removed when I save the document. The video displays and is playable until I save the KB article. Then it disappears and ...
Hi everyone, I'm curious if you utilize the use of videos within your KB Articles and, if so, how? Here's how I currently use videos within my KB: I give the KBA a title starting with a prefix of the product area it covers and I add in a camera emoji...
Hi team, I have a issue where When a parent article is updated, the parent field on the child article is getting updated with the version of the article, so just want to understand Is this normal behavior or I can remove the version ? If I can remove...
Hi , I have created a notification on sc_req_item table in ASFR Domain ( Parent Domain) then same notification has been reflected in all its child domains , Please find the Notification screen shots attached here . When i was doing testing on child d...
When creating an incident in ServiceNow, I will get the suggestion of the 5 most matching knowledge articles based on the Short description. It is the same issue in Agent Workspace, only here I get 10 most matching. And now to my question, is it in a...
Hi Friends, i am facing issue in the knowledge article retire, when i click the retire, it goes to manager approval ,but email notifications was not going, please help how to resolve this, used Business rule for this @Ankur Bawiskar
Hi, I have submitted request into service portal with all the details, but the while retrieving the value into request\request ITEM. the only field didnt fetch the value and showing blank. how to fix this issue. THanks.
Hello, for a client we need to customize the search result obtained from the knowledge portal by running a text filter. In particular, the customer in his policies inserts the title of the paragraphs in bold, so we would like to display the title of ...
I have a ITIL user in my ServiceNow that has access to a Knowledge Base, however cannot see a particular knowledge base article in that knowledge base. They can see all other articles, as far as I know, but this one article is hidden from them. When ...
We implemented the KCS methodology using SNOW KM 2 years ago. Now that we have over 1600 articles, I would like to ensure we're keeping only those being used. Is there a way I can automatically send an article to archive/retire based on low use ...
Hi all, The notification for KM Article Expiry Warning is not taking dollar values and it gives only the text includesFor example if I give ${number} this element is not showing up in the received notifications.Any suggestions on this would be most h...
I have created Knowledge categories to house our runbooks as well as information that is only accessed by our application support team. We will be using Virtual Agent and PI. I do not want this data getting attached to incidents and sent to custome...
Hi, is it possible to import existing knowledge base articles to servicenow? If so, in which format? Excel? notes? Our company will switch from an old ticketing system to Servicenow eventually. We will generate knowledge base articles meanwhile and ...
