Good morning, Is there a way to tell in KM views reporting whether a view occurred as a result of user intervention (clicked a link or manually refreshed the page) vs ServiceNow page timeout which prompts a relaunch of the browser tab? Our org has in...
Hi Is anyone else finding issues with knowledge in the HR scope? For example, my Knowledge Admin access allows me to republish retired articles in all knowledge bases except the HR one. We have an idea open for this if anyone fancies voting https:...
Hi All - Our service portal hosts several community forums, that can only be accessed (view or contribute) after logging into the portal.When I check the logs on a monthly basis (sn_communities_view_log) i see several 'guest' entries, for various for...
Hi, I am encountering some very strange behavior with one Knowledge Article and wondering if anyone has encountered something similar. First off, the article is published, in date, I have the correct contribute access (Knowledge admin). There i...
Hi! Has anyone experimented labeling a knowledge article internal or external? Either through a custom solution or some other clever way. Background: We currently have two knowledge bases per customer (we're a consultancy). External base (usually abo...
Hi Community, seeking your suggestions on the best approach to setup and write content for a Workplace Services knowledge base.Workplace Services team is organized around 3 regions (East, Central and West). Within each region there are large offices ...
I'm working to understand how Feedback Tasks function out of the box.We have the Ownership Group feature enabled. However, I’ve noticed that Feedback Tasks are read-only for everyone except the assigned individual.Even members of the Ownership Group ...
Greetings! My org has a need to change a product name from "X" to "Y" and we need that to go live on a particular day. Rather than having to go through 1,400 KB articles and manually update the terminology with a scheduled publish date for the new ve...
We are migrating to ServiceNow from Zendesk and we maintain a customer facing Help Center. This is now going to be on ServiceNow. I am running into the issue where we often need to pull an article down from public facing in order to update it. If w...
We are using the ownership group feature in knowledge management .I wanted to understand who can update the article when it is in draft. The ServiceNow document does not seem clear on this. From our testing these are the people who can update the ar...
Hello Community, One of the key performance indicators I would like to track is how many incidents are resolved by using existing knowledge articles. Does anyone have any experience in tracking this information and would care to share what their stra...
Hello Friends, is it necessary to have feedbacks and rating for an outdated or retired KB? is it possible to auto cancel or close them, what is best practice here.Also i am looking for an effective review process, in the way that just not only remind...
Hi Team, Make Comment field mandatory on kb_view(Portal view like) based on Helpful? Yes and No and also on low ratings for your reference am attaching the exact form When user clicks on the Helpful? as No then Leave a comment should be mandatory a...
Hello Team,I have published a Knowledge Article with Attachements.But in Workaround field I can see the Images are getting broken.Please find the below screenshots:Actual Attachment:What will be the Issue?Best Regards,
I know that CONREQITMs are created when a CONREQ is submitted but I don't understand how they are created. I've looked at Business Rules, Client Scripts and Flows. Does anyone know how this OOB functionality works?
