Hello all,We have various IT personnel creates KB articles for both IT Knowledge Base and Self-Service portal (for everyone outside of IT to access). With roles and responsibilities change in the organization, some of the KB article authors wanted to...
Not sure if this is just me, my instance of a fault. I keep getting HTML code appear in my article body. This happens if I insert a table of contents and then make the heading for the table of contents bold . When I refresh the table the table of con...
Hello All,Recently, I found two KB articles with same content with minor update to the latest one (created by vendor when we implemented ServiceNow about 3 years ago). We're planning to update the current one and retire the old one. However, since th...
Is there a limit to the number of documents that can be attached to a knowledge article? For example can I attach 15 PDFs?
HelloIs there a way you could link an ADO item to a Knowledge Article so that when the ADO item's status changes, it can trigger a review of the associated article(s)?We are weeks away from launching a refresh of our core system and the "known issue"...
Hi all, I'm looking to report, monthly, on the successful review of knowledge articles. What I mean by this is I want to report how many articles were due for review and actually had their Valid To updated for any particular month and how many elaps...
Hi. I was wondering what others do in regards to ensuring compliance from knowledge authors in regards to the quality of their articles they create.Currently, we do have a guideline that font is a particular type and size, description is clear and ea...
my instance dev192300 is not waking up from hibernation.
Does anyone have any suggestions for end user categories as far as grouping knowledge 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...
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...
Hi All, I’m seeking insights into how organizations are currently managing feedback for knowledge articles in ServiceNow, particularly for IT users and service desk agents. In our setup, the feedback functionality was previously accessible directly w...
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...
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...
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...
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