We have an article with an Excel file attached. When a reader clicks on the attachment it is launching in the SNow document viewer rather than launching Excel. Then, if they attempt to download the file, it converts it to a PDF. We need it to be a...
Currently when an article is updated and republished the old version is marked as "Outdated". I'm not sure if this is out of the box functionality but it has caused some confusion and I wanted to see what we could do to change this. It would make sen...
How can I get keywords used in a knowledge search to be highlighted in the search results. I found information when I googled it that only said this would be in the search source code for knowledge. Service Portal>Search Sources>Knowledge. In Rome...
I was really pleased to see the addition of a portal 'favourites list' for knowledge articles, in the Rome release. It's a really useful way for customers to bookmark specific articles, rather than search for them each time. However, in testing, if y...
Hey y'all I am currently working on a recategorizing a knowledge base and realized that some of the knowledge categories could be better under a different parent category. Now is there a way I can change the parent ID of a category? or do I have deac...
I've seen this question asked a few times but no definitive answer... Is there a way to restrict Knowledge articles so that it is only available to specific people or assignment groups without creating another Knowledge Base? Please be specific in yo...
How can I get a list of Knowledge Articles with particular types of attachments? My problem is that my organization is no longer allowing the download of legacy Microsoft Office formatted files (xls, doc, and ppt) and I need to find the articles that...
The below mentioned code is not working for user criteria. For providing read only access to users who's ID startswith either A or B. if(gs.getUserName().startsWith('A') || gs.getUserName().startsWith('B')){ answer = true;}else{ answer=false;}
Good morning! I have a scenario regarding unflagging (resolving a flag) an article: User flags an article.Author updates the article to resolve the flag.Author tries to unflag the article, but the flag cannot be removed. When this reported to Service...
Hi All, Since last week, every time I'm trying to paste a table to the html editor in a knowledge template, random horizontal borders gets thicker. I've tried editing the source code, removing the formatting and playing with the table properties, cre...
Hello ServiceNow Community, Our team would like to have a standardized format for our Knowledge Articles so the appearance is similar and easier for consumers to read. We created templates with custom formatting in the sys_template table but we have ...
Hello, I manage my department's knowledge base. We currently have >250 knowledge articles, and it's easy to lose track of an article until it is expired and associates are no longer able to view it. Does the Reports module have the ability to generat...
We'll be going live with just one knowledge base. What is the best practice on indicating internal only articles and knowledge blocks for our fulfillers? We need our service center to clearly discern what the employee can see and what is internal fac...
when i clicked on flag article button in service portal, the comment box is not opening properly. when i clicked on Flag article button it is just forming a thin line like below not opening the comment box correctly
Hello,I was wondering where within ServiceNow are the 'behaviors' of Knowledge Gaps set?In particular, I'm wondering whether there is somewhere that auto-close criteria can be set-up for Knowledge Gaps, or even KFTs. I know that there are Assignment ...