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Forum Posts

Creating internal links within a KB article.

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...

marguerite by Kilo Explorer
  • 1988 Views
  • 3 replies
  • 1 helpfuls

Knowledge Base Review System

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

by  
  • 2670 Views
  • 10 replies
  • 0 helpfuls

Knowledge articles - titles and formatting

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...

by  
  • 2361 Views
  • 1 replies
  • 0 helpfuls

Best method of doing data entry

Have a requirement to let users input data into a table. Currently they enter the info in a spreadsheet and it gets emailed and imported into the ERP system. Goal is to let them open a form in SNC (published in the Service Catalog?) and input the fie...

martincohn by Kilo Contributor
  • 1757 Views
  • 3 replies
  • 0 helpfuls

Remote Update set

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.

abhijats by Tera Expert
  • 3315 Views
  • 3 replies
  • 0 helpfuls

Searching on short description

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 ...

krauts24 by Kilo Contributor
  • 1430 Views
  • 2 replies
  • 1 helpfuls

Different View for new records

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...

gaidem by ServiceNow Employee
  • 1713 Views
  • 1 replies
  • 0 helpfuls

kb affected products

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...

coolboy by Mega Expert
  • 1624 Views
  • 4 replies
  • 0 helpfuls

Anyone know what the ticket table is for?

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...

DrewW by Mega Sage
  • 2555 Views
  • 2 replies
  • 0 helpfuls

Duplicate record

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 .....

by  
  • 2827 Views
  • 5 replies
  • 0 helpfuls