Resolved! How Did i change the default Sprint duration from 14 to 21?
How Did i change the default Sprint duration from 14 to 21?
Forum Posts
New knowledgebase setup create directly in production or in a lower environment and promote upward.
Hello, As a best practice do people create the knowledgebase in a lower environment and then move it to production? I don't mean the articles just the knowledgebase structure (mostly what is on a knowledbase record). I thought we should create it...
Translation error for lengthier articles (Amaze plug-in)
We are having issues with translating some of our knowledge articles. We have been building out lengthier knowledge articles using the Amaze article builder plug-in, and it seems that when an article is at a certain length or level of complexity, the...
Automatically index template tables (u_kb_template_)
Hi everyone Please your help, when searching for articles with custom templates (with prefix u_kb_template) from the Employee Center portal, I cannot see the articles until I manually add the table in ALL > AI Search > AI Search> Indexed Sources > Kn...
Image for a knowledgebase
When we create a knowledgebase, we can add a icon to help identify the knowledgebase.Where can we obtain some ServiceNow standard icons?
Process for new article ideas
Does anyone have a good process for end users to suggest articles not tied to Knowledge feedback. Most people don't leave comments and don't suggest what it is they need or cannot find. How does your organization receive suggestions for articles in g...
Valid to date for knowledge articles
Hi All, I have a question about a knowledge article not expiring when Valid to date is reached. The original Valid to date auto populates to a year from when an article is published. I extended it by entering a new date and selecting Update. The Vali...
Resolved! Can an ownership group member, reassign a KB proposition to another group ?
Hi KBMs ! First off, lets consider these roles for the test case:Contributor : submits a KB propositionOwnership group member : Can approve the KB (1st approval of 2)KBmanager : Final approval and then the KB gets published--------------I have an iss...
Resolved! How can I only have our custom URL displayed in Google search results?
When you search for one of our public available knowledge articles (search term "wur password") in Google Search it will display the same knowledge article twice in the search results.One time (the English version) with our "ServiceNow URL" (wur.serv...
Knowledge Management in SOW: Displaying can_read Field in Service Operations Workspace
Good morning, SN Knowledge Community, I’m hoping someone can help with a challenge we’re facing. We’d like to display the can_read field on the Agent Assist knowledge card in Service Operations Workspace — ideally without making customizations.Curren...
Resolved! Knowledge articles are not displayed in the portal search
Hi everyone, From the knowledge portal's search field, I can find articles by keyword, but from the general search of the employee portal, the search doesn't generate any results. I need to be able to enable article searches from the portal's general...
Resolved! When to use the Knowledge role
Hi Everyone, I'd like to know if the Knowledge role is required to create a knowledge article, or is a user criteria defined in the knowledge base sufficient? In what case should I assign the Knowledge role? Thank you for your answers.
Looking for best practices on how to display HTML and PDF documents in knowldege base
We are working on our Employee Center and have an extensive knowledge base between our Finance, HR, and IT teams. With 500 articles give or take across the platform we have a mix of HTML and PDF documents for SOPs, How to Guides, Videos, FAQs etc. We...
Resolved! KCS Framework in Service Now: Where to define the knowledge roles
Hi folks, I'm wondering where KCS experts recommend defining the Knowledge roles (KCS_Candidate, KCS_Contributor, KCS_Publisher). At present, they have been defined in the Roles table, but I understand that for security purposes, we can't report off ...
Knowledgebase for internal procedures
Hi folks, We're currently using the KCS framework to manage a single knowledgebase, where articles are marked either internal or external. While we've explored the idea of separating this into distinct "public" and "internal" knowledgebases, that’s n...
