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...

Encryption: How not to get \$#%&ed Part 3

REDUCE YOUR DISCOVERY PHASE AT K16 In part 1 of this series we discussed the feature checklist you should be equipped with before looking at Encryption solutions. In part 2 we discussed maximizing you...

Article Security and Filtering in Knowledge v3

Knowledge v3 (released with Fuji) integrated User Criteria into the Knowledge Management application. User Criteria is meant to provide more configurable access controls for a more robust knowledge ba...

Text misalignment in the Service Catalog

Compact view in the UI is optimized to display more information in the browser window when this setting is enabled. When Compact View is enabled on an instance with Fuji or Geneva installed, the text ...

All things Upgrade considered on Knowledge v2 to v3

Starting Fuji, there were significant changes to the Knowledge application. It is commonly referred to as Knowledge Version 3, v3, KM v3, and Knowledge v3. All versions prior to that are referred to a...

Report on Item Variables in the Service Catalog with a Database View

Your company might have a need to report on Service Catalog Variables, one example for a use case might be to predict future requests to stock up on the right product.Historically, it has been tricky ...

Mini-Lab: Service Catalog - Building a Custom Choice Table

A couple of requirements were presented to me by one of our clients that caused me to think "outside-the-box". The client wanted a set of Service Catalog Items that had to have configurable choice lis...

Fixing Knowledge V3 search rendering when glide.ui.escape_text is false

Knowledge management got a big face lift last year with the introduction of Knowledge Management V3 in Fuji. In addition to the new Knowledge UI, we got some new functionality added making browsing ar...

TechBytes Episode 12: Using the ServiceNow Knowledge Base Application

This week's podcast features servicenowkevin as he talks about how we use the Knowledge Base application on HI (the ServiceNow Customer Support instance) to provide searchable, high-quality content to...

Using the Single Currency Model in your Instance

Last week I introduced how to use a multiple currency model in your instance. We learned that fields of type Price extends the behaviour of the Currency field type. We took note that the Service Catal...

Which came first, the Request or the Requested Item?

When ordering an Item through our default Service Catalog process, you will see 2 different types of records get created.One "Request" record.One or more "Requested Item" records (depending on how man...