I recently polled our agents on if they like the fact that knowledge will automatically search on the short description of an incident. An overwhelming majority came back to say that once they click knowledge they end up deleting the search and type ...
Hello,I have a view that should only show on new records. So I modified the arguments in the Create New Incident module to specify this view. If you click Save it stays on this view.I need to do something to switch the view after save. I thought I co...
I have articles that have the public role. When I search for them using the knowledge base search, the articles are displayed. But when I search for them using the global text search, the public articles are not displayed, only the internal articles ...
Hi all,we have a macro named kb_affected_products in Service now.What this macro does is it makes a List of products to which a Knowledge article pertains. Now as per my requirement i want when name of CI attached to particular knowledge article is l...
Anyone know what the ticket table is for? I need to send a ticket/task to a team to do some work that is related to an incident and I noticed there is a "ticket" table that is not being used so I figured why not just use that. But I did not know what...
I have some duplicate records in my table "sys_user". How to make one record as inactive based on some field ( like email because in one record email field is empty) & to add prefix like old-username .....
Hello,I'm trying to find a way in Service Now where I can create a knowledge base article and attach either one or multiple .TXT files for a group of customers to download. The only thing I have come close to is adding the ability to display any atta...
Hey there! I'm wondering, and I'm probably missing something easy, is how do you change the categories that are listed on the main Knowledge View page? I know how to move them around (drag, simple), but can't remember where to add new ones/remove the...
We set up the KB plug-in on our DEV environment and created about 50 records. The we enabled KB plug-in on TEST environment and migrated the records. When we perform a search on DEV for "weblogic" we get 31 matches - the same search on TEST returns 8...
We rely heavily on the knowledge articles and have a standard set of templates we use for each of our customers. Right now we have word docs that contain our templates that we copy and paste from when creating new articles. I've seen the 'Save as Tem...
I have found that some of our Business Services are being deleted, and would like to track down the offender. however, once a record has been deleted, how can I view an audit history?I have tried to look in the logs, but don't know what to look for. ...
I have a field in a form where i need multiple values(not users) to be selected. Only way i think of doing it is by watchlist (glide_list). I can't do it as choice list as it gives only one option to select from the list. Other way of doing it as cre...
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