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 ...
We have a requirement at our company where they want knowledge articles to be approved by the users under the assignment group the article is assigned to. Is this possible?
Hello All, We have around 600 KB articles and we want to add custom and header and footer to the all existing KB article and also want to provide template to create new article with header and footer. How can we achieve this? Thank You.. Priya.
Hi All, I'm currently working cleaning up our knowledge base and got a little stuck with the FAQ-type articles, namely whether how to structure them. In our case, such KAs are not individual articles, each answering a single question, but a collectio...
Is anyone here using Social Q&A? What is your use case?Is it worth it? How do you manage it?Do you use it per Knowledge Base, Or do you have it as it's OWN Knowledge Base? We saw it initially, but didn't know how to best manage it (How do we consider...
Hi Team, I need to make all the knowledge articles to be visile to itil users only. How to achieve it? Regards, Akshata Patil
Hi all! We're looking to run with KCS at my company and I have a question about the article confidence field and how Contributors interact with it. and a further question about configuring search filtering in Self-Service > Knowledge. Would users of...
I added 2 screenshots to show what I mean. One is showing editing from the KB itself where we have the Mata Data field enabled and we can use it to increase search efficiency and the other one showing the article edited from Agent Workspace and it do...
Hi.I have disabled 5 star rating from knowledge base using the system property: glide.knowman.show_star_rating The issue then is that when navigating in knowledge base in service portal or in back-end, the star rating is still showing on articles tha...
Hi, Just wanted to know if there' any industry best practice in terms of knowledge article categories? Are there some categories which should always be included or it pretty much depends on the audience who will consume these artifacts? We're just st...
Hello! Wondering how y'all would solve for this scenario: 1) Knowledge worker writes an article that will be published on the Portal, say, a medium length article about Open Enrollment containing multiple headers, attachments and links 2) Knowledge w...
How to Change the “Created by” field to display person’s name versus login id ?? in knowledge management. for some user's it is showing Name and for some users it is showing login id, how do we configure the created by field to show user name instead...
Hi I Have a requirement , in Knowledge Management , article state is pending retirement,need to send approval email notification to the Manager,i wrote the business rule for that,but that was not working ,please help on this
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