We are just starting to manually copy our articles from Zendesk to ServiceNow. I recommended that my team copy and paste the source code from Zendesk to ServiceNow and make adjustments needed. This method does not transfer the images, which is fine; we have them in repositories on our work OneDrive and just add them back in using the insert/edit icon. We are not pasting in our images. This is a customer-facing knowledge base, and we use a lot of screenshots in our procedures. My question is, do we have to upload the images to the image library, or is this optional? At this point, I only recommended we use the image library if we had other attachments (PDF, DOCX, XLS) that we want visible to the customer, and we do not want our screenshots listed. What should we be doing? I would like us to do it correctly from the beginning instead of backtracking. Most of our screenshots/images are unique to that article and not reused.  Thanks - Sherri ... View more

Hi all   We're using ServiceNow Knowledge with Now Assist / AI Search, and historically we've populated the Meta field with keywords to improve findability. Since rolling out AI powered search, it seems the platform is finding articles from the article content itself rather than relying on metadata. I'm interested to know if people are still using the Meta field? and If so, what are you storing in that field? is this a move away from keyword tagging?   It was discussed about how valid it is these days and do we even need it since we have GenAI, however in the back of my mind, I'm still reluctant and thought we could still retain it for taxonomy, reporting and governance (e.g. Service, Service Offering, Product, Audience, Knowledge Type) rather than traditional keyword search   I'd be interested to hear how people are approaching metadata in a AI ServiceNow Knowledge environment and whether you've found it still adds value. Thank you.   ... View more

With our Australia upgrade the Table of Contents function was removed from the TinyMCE. I've asked about getting it back from our developers and was told that it wasn't an option any more. This is causing some major issues since we have a number of groups using it. Could anyone provide insight on why this would have been taken away and if there is an end user friendly solution to updating TOCs that used the previous tool? It seems like I'll have to sort out the best HTML code solution.  ... View more

Knowledge Versioning: Is enabling glide.knowman.versioning.enable_minor_edits a supported production approach for bulk metadata updates on published articles?   Hi Community, I'm looking for guidance on the recommended and supported approach for performing bulk administrative updates on published Knowledge Articles while using Knowledge Versioning. Current Scenario: We need to perform bulk updates on hundreds of published KB Articles for metadata fields such as: Owned By Team Author Valid To Short Description Meta Type (Workflow State excluded, as we understand this should follow the versioning process.) Currently, these changes require opening each published article individually because list editing is not available for published articles.   What we tested: In our Development instance, we enabled: List Control → List Edit Type = Save immediately (Cell edit mode) glide.knowman.versioning.enable_minor_edits = true This allowed inline editing from the list view for supported fields. However, our Platform Owner has concerns about enabling this property in Production, stating that it could introduce upgrade risks in future ServiceNow releases. As an alternative, scripting has been suggested, but that would be significantly more complex for ongoing administrative maintenance. My Questions: Is enabling glide.knowman.versioning.enable_minor_edits considered a supported and upgrade-safe approach by ServiceNow for Production instances? How does glide.knowman.versioning.minor_edit_fields work in practice? Is there a documented default list of fields? Can administrators safely configure additional metadata fields such as Author, Owned By, Knowledge Type, Meta, Short Description, etc.? Has anyone successfully implemented this feature in Production? If so: Which fields are configured as minor edit fields? Have you experienced any issues during family upgrades? From a ServiceNow best-practice perspective, what is the recommended enterprise approach for bulk metadata updates on published Knowledge Articles? Minor Edits? Custom scripting/UI Action? Another supported approach? We're looking for a solution that maintains Knowledge governance and versioning while avoiding the need to manually open and update hundreds of articles one by one. Any guidance or references to official documentation would be greatly appreciated. Thank you!   ... View more

I would like to create a report that displays highest viewed knowledge articles per month. I cannot seem to find a way to do this and the posts I looked up in the past are relatively older.  ... View more