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...
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.
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...
Hello, How can I set up Heading style and Field style in my article templates? Thank you much
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...
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...
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...
