The migration from Knowledge Management v2 to v3 can be a tricky one. Let ServiceNow support help you out. In this podcast, Javier Heredia and Nathan Rensen discuss some of the hottest KM v3 topics.Li...
The Service Catalog is one of the most widely adopted and implemented features in the ServiceNow platform. Think about it: On the first day your new hires step foot in your office, they have probably ...
The way that knowledge articles are published or retired is determined by workflows. You assign workflows for knowledge bases, which then determine the workflow for the articles that belong to that kn...
Catalog Variables are stored in a table item_option_new. The variables are associated either to a catalog item or to a variable set. The association between catalog item and variable set is stored in ...
Your service catalog is an important path for interacting with your users. When creating your service catalog, you can incorporate variables. A service catalog variable records and passes on informati...
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...
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 ...
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...
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...
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...
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...
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...
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 ...
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...
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