Helpful Votes gives the count of user stated yes, How to get the Total Helpful Votes (Yes + NO).This is required for Helpfulness KPI (Monitor the ratings on articles to gauge their effectiveness and relevance). Formula: (Number of Helpful Votes / Tot...
HelloI'm really new to Service Now as Knowledge Manager and so please be patient with my complete lack of knowledge or ability to find what I'm looking for in the help documentation. I'm also not sure our Product Owner is au fait with the Knowledge ...
Our knowledge article update process requires getting approval for any change. Articles showing Status=Draft but Approval=Approved are not approved. When submitted, the Status should change to Submitted. What I'm finding out is that some times, even ...
Today we have the ownership group feature enabled.We want members of the ownership group to be able to go from Draft to publish. (no approvals needed)We only want approvals for non-members of the ownership group.Is this how the out of box workflow wo...
Hi all, My team is using ServiceNow agile development 2.0, but we need guidance on the metrics, how can we see the metrics?
Hello! We have some longer FAQ articles that could maybe benefit from a rewrite using the new accordion function in the TinyMCE editor. My challenge is that we have a style guide/template for FAQ articles which use headings for the question, then re...
Hi Everyone, I am curious to see if anyone has tried to successfully have tabs and accordions in a knowledge article which is easy to maintain by authors that are not HTML experts.
I'm wondring why this spoke support only PAT and not oauth 2.0
We have some knowledge bases that need to be secure. Is there a way to have some knowledge bases or type of article that not all knowledge managers can see?
I am still pretty new to the platform, but I met with an IT business partner who has identified issues with certain articles with high version numbers (40+) containing attachments taking much longer to load than normal. It was unclear whether the att...
Hello Team,Recently I have Imported the data from Source instance to Target Instance via XMl.The data is perfectly synced in the form view.But the Affected CI Related List is showing empty. Even I have exported the data from Source m2m_kb_ci Table an...
Hello Team,I have Deactivated some of the Knowledge Bases, But still it is showing in the Employee Centre. To Make it not visible in Employee Center, Do I need to Delete the Knowledge Bases?Best Regards
Hi! Renamed a knowledge category, and after that it is no longer sorted in alphabetical order. Confirmed that there is no space in front. We are running under Zanadu. See attached examples.
For Feedback Tasks, members of the knowledge article ownership group should be able to view and work the feedback tasks.From the fulfiller view menu, members of the ownership group don’t see these menus.I see that the menu needs the knowledge role.In...
Hi everyone. I've currently been tasked with optimizing user criteria for knowledge articles. It's an HR knowledge base, but we are seeing HR criteria and user criteria from other areas (IT, catalog items, etc.) when you click on the list. Essentiall...
