Hi all.Does anyone here have experience of KCS within your org who may be able to offer advice?Currently, when a first line team resolves an incident and there is currently no knowledge article that supported them, they tick the 'Create Knowledge' b...
Good afternoon, I am looking to create a Catalog Request for Knowledge Items. For example, if someone is requesting a new Knowledge Article to be created (i.e., someone from the ServiceDesk is requesting the Ownership group to create a knowledge arti...
Hi all.Just looking to get a steer from someone wiser than I on how they went around creating knowledge categories. The knowledge process was handed over to myself, however when I review what categories people chose when creating a new article, there...
I followed the steps in the ServiceNow documentation to create a new template in the knowledgebase. The template is set to Active and marked as True for Active in the list of templates. However, the new template does not appear. How do I enable my ne...
HI,We are using the form templates to help us format knowledge articles. https://www.servicenow.com/docs/bundle/yokohama-platform-administration/page/administer/form-administration/concept/c_Templates.htmlFor new templates we want to create we can n...
I am creating a new knowledge article template. For one of the article template fields, I'd like to add a table in the 'preview text' field. However, there is no icon to add a table within the editor for the Preview Field (added screenshot for refere...
Hello,Are there any Knowledge Article scorecards included in the "out of the box" experience in the Xanadu release? I'd like to improve our knowledge articles and know where to focus our efforts. A scorecard could help as part of the solution. I'm ju...
Just checking if i am doing the right thing. I used to dial in to a Knowledge Management Academy each month that talked through new features within the Knowledge module of ServiceNow. As a knowledge admin I found these sessions fantastic to understan...
HI, We are using knowledge articles with Ownership Groups.Out of the box how do Ownership Groups view all the articles they are listed as the Ownership Group. I don't see a menu item for this like the one for "Feedback tasks assigned to me"My users w...
Does anyone know where I can find an explanation of each column available in the Knowledge Search Log (ts_query_kb)? I'm particularly interested in 'Final Search Term' at the moment - what does True/False mean? I tried testing by pressing 'enter'/'re...
In the ServiceNow documentation, it says the roles required for Make this current button to revert to an outdated article are knowledge base owner, knowledge_manager, and knowledge_admin. After we enabled Ownership groups, this seems to have changed...
Hi Team , Has anyone implemented a functionality to mass download kb articles as pdf (.zip folders)?We need to be able to download articles from the system in bulk with the content and all the article form fields details as a pdf. Any inputs on this ...
I've done some searches and seen other posts with a similar question, but because all of those over a year old at least, I wanted to post again and see if anything has changed since then. Is there a way to bulk export knowledge articles to individua...
Hello everyoneIs there a way to retire an article in Draft status, especially with an expired Valid to date?I'm finding many of these articles in our knowledge bases written by former employees. I would like to clean them up but I cannot seem to do i...
Hello everyone, I'm hoping someone out there has figured this out and can help our teams save some cycles when it comes time to renew or retire knowledge articles. Each of our departments have their own knowledge base with varying users being able to...
