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Forum Posts

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
  • 1826 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
  • 3744 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
  • 2524 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
  • 547 Views
  • 1 replies
  • 1 helpfuls

Self-service Communities - does anyone use it?

Hi! I'm thinking about the idea of having a self-service community for our department and I'm considering the Communities plugin, which seems ok. This one: https://www.servicenow.com/products/communities.html But, it seems to me like there hasn't bee...

Resolved! knowledge feedback task

HI, Today out of the box feedback tasks are assigned to ownership group and the ownership group manager as the assignee. I am trying to understand the logic for this instead of just assigning to the group.Does anyone know why it this way?We may need ...

I would like to connect with other Community Managers

Good morning Community!I am using the ServiceNow Community platform and am interested in connecting with other Community Managers to discuss best practices and utilizing the SN Community platform.Things I would like to share and chat about:Monthly, q...

Toby11 by Tera Contributor
  • 2446 Views
  • 28 replies
  • 22 helpfuls

Role based content segregation

I’m implementing role-based content segregation in ServiceNow Knowledge Management and need the best approach for structuring articles for our Service Desk and end users.Goal:• Service Desk sees the full article, including end user instructions.• End...

Garima26 by Tera Contributor
  • 460 Views
  • 3 replies
  • 3 helpfuls
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