How to get variable values for RITM

In Request Item(RITM) we show all variables from the Item. If a variable is not available in RITM, it could very well be because of Catalog Item Scripts or Catalog UI Policy.The following will help to...

FAQs in Service Catalog

Here are the Frequently Asked Questions in Service Catalog, and solutions and workaround to resolve them. This blog will be updated periodically to add more FAQs in Service Catalog 1. How to hide Cata...

Publishing knowledge articles in KMv3: Standard or Instant workflow

The quality of any knowledge article depends largely on the accuracy of the content (you'll also find this filed under "Things That Are Obvious"). Quite often, accuracy requires additional reviews by ...

Ensure updated Service Catalog items and categories are visible on all app nodes

Part of having a complete and useful Service Catalog is maintaining the items and categories in the catalog. If information is organized logically, users can order items easily and quickly. Many catal...

Knowledge v3 search has your (article ID) number

When you want to find answers, of course you can hang out here in our friendly, helpful community but if you don't want to wait for someone to answer your query, searching the knowledge base can often...

Step-by-step guide to Knowledge administration and usage

At Knowledge16, the Knowledge Management lab sessions had one of the highest turnouts of all the labs! We even held an extra session in the early hours the day after the closing party. In the spirit o...

Refining Contextual Search Results without changing the Short Description field

The Contextual Search is an excellent feature that provides a task assignee the ability to access the Knowledge base during the resolution process. As a part of that process, knowledge articles can be...

Importing Word documents into the Knowledge Base

So your company has decided to invest time and resources into building a Knowledge Base using the Knowledge Management app in ServiceNow. Currently, your company has a bundle of process documents save...

Demos using User Criteria and Article-level access control in the Knowledge Base

We have two great videos to help understand security configuration for Knowledge ManagementKnowledge Management v3 (all releases Fuji and beyond) uses User Criteria to define access control at the Kno...

Why using gs.truncateTable is a VERY BAD IDEA!

In one of my more popular blog posts I told you Why using gs.sql is a BAD IDEA! Well today, I'm here to tell you a bit about why using gs.truncateTable is also a bad idea. The use of gs.sql has been d...

FAQ on implementing a Multi-KB system

At Knowledge16, I had the pleasure of holding one-on-one conversations with knowledge managers and knowledge management enthusiasts - both veteran and newbies. One of the frequent topics that came up ...

Best practices when building your site with CMS

The ServiceNow Content Management System (CMS) application enables you to create a customized user interface for your instance. You can use your organization's colors, styles, fonts, and branding to m...

Retaining certain Knowledge v2 features after upgrading to v3

Starting in the Fuji release, the Knowledge Management application had significant changes made to it in the form of a new version: Knowledge v3. Some of the new features that came with Knowledge v3 i...

Consolidating External Sources into Knowledge v3 search

Knowledge v2 (Eureka and earlier) had a feature called Navigation Add-ons. It was used to show search results from external sources. However, the user experience wasn't ideal, and hence it was depreca...