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We have certain articles that we only want certain roles to have access to. It was my understanding that the roles field on the article provided this, but it appears that it may only prevent the article from showing up on searches and the KB view pag...
I'd like to create a custom choice field one time, call it 'approval_options', with values:Not RespondedApprovedNeeds DiscussionRejectedNext I'd like to create custom fields (more than one) that use these same choice values. For example, my custom fi...
I am tasked to create a glossary of terms within a KB article. Is there a way to create internal links within the article? The glossary would contain letters A thru Z and when the user clicks on one of the letters, they would be transferred to that s...
When opening articles via their permalink it isn't shown if the article has been retired - hyperlinks from one article to another can then point to retired documents without the reader knowing. For example KB001xxxx is retired, but accessing via the ...
Hi,I was wondering if Service-Now has a review system in place for knowledge base articles?So, if, after 6 months, an article has not been updated, it can be flagged for review.Thanks,Gail
In preparation of beginning to populate our knowledge base, I am interested to know if anyone has a specific naming convention that you are using to TITLE your knowledge articles?Example: MSWord - How to create a tableSame goes with the body of the t...
How to dynamically display the field values in kb_view ? How to achieve it through UI Macros or is there any other way ?
There are times when we will reference a knowledge base article by the record number of the article (KB0000015). Our challenge is it appears the number is not indexed in any of the searching algorithms and you cannot search for an article by number. ...
If click on some customization record in Update Set, there is a field Remote Update Set.I want to know the proper use of this feature.
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 .....