Prevent Kb articles creating with duplicate number
Hi Team, We have multiple KB articles in Prod with duplicate numbers. How to fix this issue and also want to prevent happening further, please suggest.
Forum Posts
Resolved! Why Knowledge articles are not showing in Service portal Knowledge base
Hi, Why knowledge articles are not getting displayed in Service portal. Its not a user criteria issue. I can able to see article in under Application navigator - Knowledge base. But service portal end i cant see in under knowledge base my article. B...
How to enable Table of Content option for Knowledge Articles
Does anyone know how to enable the Table of Content option for knowledge articles? We have use case for large knowledge articles which requires table of content added to link to different sections within the same article. Came across the following li...
Resolved! Knowledge Article Helpful? 'No' = action/comment required
Note: I selected Orlando instance but we are soon migrating to Paris. Is there a way to prompt a 'flag article' comment when a user selects 'No' in the Helpful section of a knowledge article?Or have it open a URL/survey which may be made anonymous in...
Verify numeric values of Install status
I am receiving a values of install_ status in numeric form , and i want to know about these values of install_ status. Eg- Install_status = 7, Install_status = 22 Please help me to identify it. Thanks in advance
Knowledge Article Naming Conventions: What are best practices and what is the value?
Where has applying a naming convention to your knowledge base articles helped - and where has it not made as much of a difference? What are some of the biggest gains you've seen from having a naming convention? What are some of the things you conside...
No matching reference value found when I tried to update knowledge article by using easy import
Hi there, I want to update category of knowledge by using "easy import". (I am using Excel file to update knowledge category) First, I set value "GoogleMeet" on kb_category on Excel file.(Please refer to the image below.) When I tried to uploa...
Resolved! Knowledge Article Translation for multiple local language
My company is global organization. We have the requirement to translate some KB article to their own country language. We have reviewed ServiceNow Document sites for language plugins and dynamic translation. However, we don't find what are the co...
Resolved! Is there a standard way to measure time to approve/ publish knoweldge articles
We want to report on how long it takes to get an article published after it has been submitted for review. I have been doing this with a manual method, but wondered if there is a standard way to calculate that information using ServiceNow. We current...
Resolved! How update a related article reference to the latest version after the related article has been modified and published
We have been finding that if we make a change to an article that may be also included as a related list in another article, the refence doesn't change to the new version of that related article. Example: Article KB000001 has a related article KB00000...
Resolved! Different views of Knowledge Base categories and how to make both views 'group' categories.
Does anyone else have an issue where the portal knowledge base, looks different depending on how you get there? Our KB search page looks like this (kb_search) - more modern and user friendly with search But it also sometimes looks like this (kb_cate...
Add Knowledge Base article to Dashboard
Hi there, I'm currently building a dashboard for our internal users and have a requirement to include a specific Knowledge Base article in this dashboard for ease of access. There hasn't been much coverage of this across my Google searches. The only ...
Resolved! Meta Format
Is there a document that states best practice for typing meta? This would include when to use commas, underscores for phrases, etc. Basically, how to do meta for a knowledge article out of the box best practices.
Resolved! Where to find additional information about knowledge categories and best practices
I'm exploring changing our current knowledge categories because the categories are so vague that they end up not being useful and we have the same categories across knowledge bases, so the user interface looks messy. I've found information in various...
Resolved! Add an already created knowledge article to a dashboard
Hello everyone, Can you offer me an advice? We have a dashboard created, containing multiple reports (list format, pie format, or multilevel pivots). Attached to this dashboard, I would want to add 2-3 knowledge articles, that are most used by my Tea...
