Modifying the unmodifiable

Those of you who have upgraded to Eureka are certainly familiar with the System Administration homepage. It gives system admins quick access to the most common administrative tasks. The Wiki claims yo...

Viewing articles in Knowledge v3 without High Security activated

Knowledge management has significantly changed in Fuji as we have gone from v2 to Knowledge v3. Some new features added in v3 include multiple knowledge bases, the ability to pin articles, and feature...

Reporting on the knowledge base

As time goes by, I find new (and often better) ways of looking at data related to the Knowledge Base. Over the last couple of months Erich Zirnhelt, Britt Champeau, and I have tweaked some reports to ...

Create a custom attachment button for your service catalog

When you are submitting a service request, you can add attachments using the icon located on the form header. But, if you want to enhance the form with a customized Add Attachment button, there's a si...

Knowledge v3 is available and here is what's different

After many strategic months of hard work, our team rolled out our new Knowledge Management v3 module in HI on Friday, May 1st! The goal with v3 was to simplify the module, make it easier to use and un...

Inserting and Optimizing Images in ServiceNow Forms and Knowledge Articles

Have you ever had problems inserting images into forms or knowledge base articles on the ServiceNow platform? Do your images come out pixelated, too large, or not at all? These two videos will help yo...

ServiceNow Knowledge Base template code for our Internal Process articles

This is a template we commonly use for internal processes. Obviously I can't provide you a link to a live document published with the template, but here's a screen shot of a draft version of the templ...

ServiceNow Knowledge Base template code for our Troubleshooting articles

Our troubleshooting articles are probably the articles you are most familiar with. It's our standard break/fix template. When we were putting together the template, we wanted to make sure we covered t...

ServiceNow Knowledge base template code for our Resource pages

Building your knowledge base is easy when you have put thought and structure into using templates. If you know there are a series of Knowledge article types that will follow the same look and feel, te...

Why using gs.sql is a BAD IDEA!

There are a number of posts on the Community Site that are referring to the use of an undocumented function called: gs.sql. This is an UNDOCUMENTED feature and should NOT be used under any circumstanc...

Here's how we've recently changed self-service

If you have gone to HI recently, you would have noticed that it has changed pretty significantly. In theory, we've made everything easier for customers to do on their own. Managing instances is easier...

Using meta tags in Knowledge Base articles to improve SEO and reduce incidents

Here at ServiceNow and for many of our customers, we rely on detailed, useful, customer-focused content in the Knowledge Base to address customer issues or concerns. Each month we analyze feedback, co...

Getting your ServiceNow URLs right

On the web, the URL of a page plays a huge part in your user experience and the success of navigation. If your ServiceNow URL schema is constructed incorrectly you could end up sending your visitors t...

Evolving our Known Error process

In case you missed it, check out Britt's blog post about the changes to our Known Error (KE) articles on HI. Britt Champeau was central to the changes you are seeing - her mix of experience with the p...