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Feedback Task for expired articles

Hi, We have Feedback Tasks OOB for feedback on articles.When an article is 45 days before it will expire we want a feedback task to be created to the ownership group.Is there a method to do this?We want the ownership to track this as the emails we se...

Administration -> Article Template vs. Create a template

Knowledge -> Administration -> Article Templatesvs. Lower left hand side Create a template (see attachments for further clarifications) I'm trying to create a standard "template" wherein when creating a new knowledge base article in a specific knowle...

reinah by • Tera Contributor
  • 728 Views
  • 3 replies
  • 0 helpfuls

How to track down broken links in the knowledge base

I've seen several posts on related questions. I would love to see some feedback from ServiceNow. On a suggested solution to the problem. People are suggesting custom code, third party sites, insane auditing plans. What is the best way to locate and f...

Resolved! Assigning permissions against a knowledge base

I am the Knowledge Manager for my organisation and have the knowledge_admin and knowledge_manager roles. I have created 5 knowledge bases previously without issue. I have created a new one called Service Delivery Manager but when trying to assign per...

Views, list or report of KB views count by source

Hi, I'm trying to get a report or list of KB view counts by source. Our KBs can be viewed from our ESC portal, KB portal (SP), incident and native. I'd like to be able to filter view count depending on where the KB was viewed. I though crossing these...

Rene Dugas by • Tera Contributor
  • 531 Views
  • 3 replies
  • 1 helpfuls

Resolved! Can you link an article to an incident?

Hi gurus,  I know you can link incidents to articles, but can you do the reverse with linking existing articles to existing incidents? We have a goal of having all our articles linked to incidents and was wondering on how to do this.

Keszia by • Giga Guru
  • 1692 Views
  • 5 replies
  • 1 helpfuls

Resolved! Amaze Plug In

I am in the process of reviewing the Amaze knowledge plug in. Has anyone else used it? Do you like it? Do we have any insights on the time or resources required to set it up fully? Are there any licensing costs?  The monthly cost appears to be a “sub...

Matt Harris3 by • Tera Contributor
  • 3478 Views
  • 9 replies
  • 11 helpfuls

Reporting on article body words

When building a report using "Article body > Contains" as a condition I've found that terms entered will bring back results where the term is a partial match for a longer word.  Example:  Searching for EVEN will bring back articles where the word EVE...

Resolved! TinyMCE version 7 Upgrade Path

Hello, we continue to receive feedback from our authors that formatting is the biggest barrier to creating knowledge articles. I came across an upgrade note for TinyMCE, where the ability to include a line height button was added to the core menu ite...

Kim27 by • Tera Guru
  • 2345 Views
  • 5 replies
  • 15 helpfuls

KB Article Internal Links: SOW dynamic linking workarounds?

We have an article linking conundrum that I'd like your advice about:We have internal articles and external articles in our KB and they are controlled through permissions, meaning, we mark our articles as internally facing or not. Employee Center cau...

amarks by • Tera Expert
  • 505 Views
  • 1 replies
  • 1 helpfuls
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