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 ...
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...
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?
I need to be able to automatically assign ownership groups to articles based on the knowledgebase they are created in. Has anyone done this?
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?
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...
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...
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...
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...
