Steps to create scoped knowledge base and how to protect it from other scope users
In Knowledge Management how to create a scoped knowledge base and how to protect it from other scope knowledge users and admin.
Forum Posts
Can attachments open in view mode when they are inserted as links within editor/body of the document
I have followed instructions in some other articles I was able to find and it did allow for the [view] to show up if you display the attachment on the article (i will have a screen shot attached - this will be in the 1st screen shot and it will have ...
UNABLE TO EDIT KB ARTICLES IN PUBLISHED (IN PROGRESS) STATE
Hi all, I need help in editing KB articles in DEV instance however, the KB articles does not have any checkout button. Also I checked the state and it is in PUBLISHED (IN PROGRESS) State. How can I edit these KB Articles?
How to organize knowledge articles as Parent-Child
I really like the Knowledge Management product that is present within ServiceNow. We are looking into adopting this as the tool for storing all the knowledge that is present within our company. One of the features that we think it is lacking is this ...
Resolved! Is there any way to set Defaults on the Article Body Text Editor
Hey y'allI am currently trying to seek out ways to enforce a formatting guide across our articles. One thing that came to mind was setting the defaults to the text editor fields (like setting the font to always be Arial for example). Has anyone succe...
Ability to search Knowledge Base articles for embedded 'broken links'
Is there a script that can be applied that will search through published knowledge base articles to find "broken URLs/ links" ... vs. having to manually review/ test each link within each article? or vs. waiting for someone to report a broken link?
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?
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
