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Currently when an article is updated and republished the old version is marked as "Outdated".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...
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...
