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Knowledge Managers

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Valid to not autopulating when creating or editing articles after updating dictionary entry

On the "Valid to" dictionary entry, we used to have it set to use dynamic default that had a custom value to have all articles created and updated two years from the current date.   We decided to use the Article Validity feature so that each knowledge base could be different default Valid to entry.  We removed that customization and reverted the default value to the oob code below:   javascript: current.kb_knowledge_base ? new global.KBCommon().getDefaultValidToDateFromCurrentDate(current.kb_knowledge_base) : '';   However, since unchecking dynamic default and using the oob script when creating an article, the Valid to field is blank for new articles and does not change the date with edited articles.   I have verified that the Article Validity on each of the knowledge base is set to the correct number of days we would like for those knowledge base. But still same behavior.   Is there something else that needs to be updated as well when removing a custom Valid to default?   Thank you. ... View more
laura_p
By Tera ExpertKnowledge Managers 2 weeks ago
802 Views
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Linking incorrect knowledge articles

Hi all I was wondering how people deal with issues/teams, where an analyst will link or attach an incorrect knowledge article to an incident. Example, analyst links an Adobe article to an issue regarding MS Teams.   At the moment, I'm trying to push our global 1st line teams to link/attach an article if they used it to resolve an issue. What I'm seeing is a lot of incidents where no knowledge linked, meaning they're resolving and not needing to reference an article, or simply not bothering to link, also some issues where articles that have no bearing on the reported issue or resolution notes is linked. Thanks ... View more
RogueFader
By Tera ExpertKnowledge Managers Wednesday
330 Views
6
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Can't Create Knowledge Ownership Group - Zurich Platform

As in title. Can't create a Knowledge Ownership Group (even with knowledge_admin role assigned). The glide.knowman.ownership_group.enabled property is enabled, per this documentation: Activation information To enable the use of ownership groups, enable the glide.knowman.ownership_group.enabled property. This property is available when the Knowledge Management Advanced plugin (com.snc.knowledge_advanced) is activated. By default, the property is disabled. When attempting to create an ownership group in our production instance, I see the following error.     Unsure what I'm doing wrong. Any guidance appreciated.   Question cross-posted to Knowledge Management forum, but that forum doesn't seem to have much traction. ... View more
GeorgeO
By Tera ContributorKnowledge Managers a week ago
264 Views
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Creating a report that tracks changes in knowledge article content

Hi, First time poster, long time lurker, as they say...  Is there a way to create a report that tracks which articles have not had any changes to content made, when "Valid to" date is updated?   My company wants to keep track of which articles are simply updated with a new "Valid to" date but the content is kept unchanged. Is this possible? ... View more
MatissK
By Kilo ContributorKnowledge Managers Monday
120 Views
2
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Linking article to CI

Hi All   Could you please share your experience with what other records you link Knowledge articles in ServiceNow? My Understanding out of the box functionality is linking to CI. If you link to CI, do you restrict to what CIs it can be linked e.g. Service offerings? Services? ... View more
LinaV
By Tera ContributorKnowledge Managers a week ago
140 Views
2
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Featured KMUG - AI search and Knowledge Management Best Practices

Recording Link:   Knowledge Management User Group (KMUG) AI Search and Knowledge Management Best Practices The presentation has been attached to this blog post as a PDF. The Q&A have been transcribed into the comments on this post.     Hello everyon...

  • blog

Linking incorrect knowledge articles

Hi allI was wondering how people deal with issues/teams, where an analyst will link or attach an incorrect knowledge article to an incident. Example, analyst links an Adobe article to an issue regarding MS Teams. At the moment, I'm trying to push our...

  • Question

Can't Create Knowledge Ownership Group - Zurich Platform

As in title. Can't create a Knowledge Ownership Group (even with knowledge_admin role assigned).The glide.knowman.ownership_group.enabled property is enabled, per this documentation:Activation informationTo enable the use of ownership groups, enable ...

  • Question
  • Knowledge Ownership Groups

Creating a report that tracks changes in knowledge article content

Hi,First time poster, long time lurker, as they say... Is there a way to create a report that tracks which articles have not had any changes to content made, when "Valid to" date is updated? My company wants to keep track of which articles are simply...

  • Question

Linking article to CI

Hi All Could you please share your experience with what other records you link Knowledge articles in ServiceNow?My Understanding out of the box functionality is linking to CI. If you link to CI, do you restrict to what CIs it can be linked e.g. Servi...

  • Question

Knowledge Reporting

How to create Knowledge based reports that can effectively manage the currency, utilization and overall health of Knowledge within my organization.

  • Question
  • Knowledge Management

Article Templates - what we use internally for KCS

This blogpost describes the templates we have found useful for our internal Support teams to create KB articles, normally created from the cases they are working. This is an internal KB article, but we wanted to provide an example of the types of con...

  • blog

Resolved! How to identify type of approval with table: "sysapproval_approver"

Hi, I'm looking for a way to identify approvals I need to make form a list. I use "sysapproval_approver" table but there is no column telling me if the approval is for retirement or for publishing. I some rare cases I need to make mass approval for r...

  • Question

Viewing knowledge feedback tasks

Today as knowledge admin I am unable to view a feedback task for an article.I can view the article and contribute to the knowledge base and update the article.I see the entry of the feedback in the Feedback table but the associated task I can not vie...

  • Question

Automate replacing URL in links

One effect of our ServiceNow modernization project will be a new URL, which I don't have yet. While knowledge article numbers will stay the same, the URL will change.The result is that all internal Permalink hyperlinks between articles will no longer...

  • Question

Resolved! Submit Request and Submit incident buttons Via knowledge Articles

How can we enable submit request buttons for an article directs to a link? can anyone help with instructions, in my knowledge records there is create incident fields as check box to enable button on portal but not for requests.

  • Question

Authors / User Criteria and Ownership Groups

We have Ownership groups.WE set parameter so that authors and revisers  retain their permissions to edit the article if they are not a member of the ownership group.glide.knowman.ownership_group.override = trueglide.knowman.ownership_group.enabled = ...

  • Question

Articles in Draft stage

In the list of published article list there are almost 350 plus articles in draft stage which are not available for the employee in EC pro. I wanted to know how can we retire the articles without the authors publishing it. 

  • Question

Articles in Draft stage

Hi all, I wanted to know what can be done for the articles which are in draft stage. However, the authors are not available to publish the article

  • Question

Rich Content Editor column block issue

Hi there, We have recently begun using the Rich Content Editor to build out topic-specific microsites. Recently, I ran into an interesting issue involving the column blocks. We have one microsite interface where the column blocks work as expected, an...

  • Question
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Group Information
Knowledge Managers

Knowledge Managers

Knowledge managers make sure that the team or project that they are working with, are doing the knowledge management that they are supposed to do. Join this group to learn how Knowledge Managers use the ServiceNow AI Platform to achieve the functions/goals to lead governance and be a champion for adoption. For more information on Knowledge-Centered Service and the Consortium for Service Innovation see their site and YouTube playlist. https://www.serviceinnovation.org/kcs/ https://www.youtube.com/@CSInnovation
920 members
Open group
Created 09-02-2022
Members (920)
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