Go with the Knowledge Base Workflow

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...

Get all variables for a given catalog item

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 ...

4 actions you can take when your Service Catalog variables are out of whack

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...

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...

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...

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...

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 ...

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...