How to assign ownership group based on the knowledgebase an article is being created in?
I need to be able to automatically assign ownership groups to articles based on the knowledgebase they are created in. Has anyone done this?
Forum Posts
Knowledge Reporting
How to create Knowledge based reports that can effectively manage the currency, utilization and overall health of Knowledge within my organization.
glide.knowman.enable_approval_notification is enabled, but knowledge base managers do not get email notice of approval
In KM v3, glide.knowman.enable_approval_notification is enabled, but knowledge base managers do not get email notice to approve articles in Review state. What are the related settings/configurations to make this working?
Knowledge Article Template / Mass Change
We have a large number of articles within our Public KB that use a standardized template. At the end of each article, there is a blurb about contacting the Help Desk with any additional questions which also includes the contact information. The ques...
Resolved! Knowledge Article Versioning - Why does the KB number increment?
We would like to enable Article Versioning so that previous versions of articles are available to be referenced, however we've noticed the following behavior. When you've checked out an article, the KB number changes. KB0024898 3.0 will become KB00...
Is there a best practice for defining user criteria that includes the entire organization?
I'm learning about setting up user criteria at the various levels and I have a few questions before I settle on a structure. 1. It seems like best practice is probably to start with the widest possible access and then apply restrictions from there (a...
Resolved! copying knowlegdg article images
When we view an article in Platform (https://myinstance/kb_view.do?sysparm_article=KB00xxxx)Service Portal (https://myinstance/hrportal?id=kb_article&sysparm_article=KB00xxxx)Agent Workspace We try copy the contents of a knowledge article to Outlook,...
Different KBA Types
I'm trying to find out what the benefit would be to using the specific types for KBA's - Standard, FAQs, What is, How To, KCS. We have a relatively knew knowledge base without a ton of content but my predecessor did all the KBA's in "Standard" - and ...
Why is the Excel attachment opening in document viewer and downloading as a PDF, not an Excel file?
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...
Need Edit access to KB article in published state for KB managers only
Hi Team, We are trying to provide access to KB manager to update some field in after clicking on "Edit" which will be in Published state. Please suggest Regards, Ash
knowledge state
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...
Resolved! How do I highlight keywords in Knowledge search results
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...
Resolved! Using the new favourites widget effectively
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...
Is it possible to change the Parent ID of a Knowledge Category?
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...
Restricting Knowledge
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...
