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,...
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 ...
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...
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
Currently when an article is updated and republished the old version is marked as "Outdated".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...
I am a beginner in the service now and I received a project to add the basic knowledge on the company’s website. For now I can display the knowledge base licone nothing more and it displays me full of errors. Can you help me or tell me how to make th...
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 ...
