Hi experts,    Please help. I need to validate, in an advanced user criterion (script), that the user has role knowledge and their manager has the title of IT Manager. I've tried this code, but it doesn't work. Any recommendations, please?   (function() {     var user = new GlideRecord('sys_user');     if (user.get(user_id)) { var rol = false; var gr = new GlideRecord("sys_user_has_role"); gr.addQuery("role", "xxxxda36c0a8016b888c7f06a1ce7e14"); //sys id knowledge role gr.addQuery("user", user_id); gr.query(); if (gr.next()) { rol = true; } if (rol){ if (user.manager) { // Check if the user has a manager var managerSysId = user.manager.title.toString(); if(managerSysId == 'IT Manager'){ answer=true; } else{ answer = false; } } }  } })(); ... View more

its been very difficult to measure this incident deflection success just by looking at the views and not raised after some time from deflection table, which concerning me about success accuracy, looking for a better way to calculate within ServiceNow. ... View more

We are running into a problem with Knowledge Block updates. When a knowledge block is updated, KBAs using that knowledge block have to be manually updated to use the new version.   Instead, we would like the new version of the knowledge block to be automatically applied to any KBAs where is it used.   Has anyone encountered this before? ... View more

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 in a lower environment and then move it to production but I have heard we should just create them in production directly .  ... View more