Is it possible to pin KB articles on the Service Portal?

[Thomas Hawinkel]

We use the pinning feature to give certain KB articles "priority" internally and would like to use the same functionality on the Service Portal. Is this possible in ServiceNow Istanbul release?

[Priya Shekar]

Hi Thomas,

You can use the KB Categories,KB Most Viewed,KB Article Helpful etc widgets for your requirement in Service portal.

Just search for widgets starting with 'KB' in the widgets sections, you will get many.

Check this link too Knowledge Management widgets

Thanks,

Priyadarshini

PS: Hit like, Helpful or Correct depending on the impact of the response

[Michael QCKM]

How to Promote an Article

1. Search in the Published List View for Article
2. Click the Article ID
   • Article opens in a not-checked-out view
3. Check the Promoted box
4. Click Update
5. Check on the Service Portal Home Page to see that it has been promoted

*We've set the Article Versioning Properties configuration (Jakarta) to allow "Promoted" field to be changed without creating a new version.

(glide.knowman.versioning.minor_edit_fields); A comma-separated list of fields that can be edited on published articles without creating a new version.

[JC S_]

Hi @Michael A is the Promoted field OOB? We can't see it on our knowledge tables.

[Michael QCKM]

It's likely not.  I think someone who was involved in setting up/enabling/configuring the Service Portal added it. (Portals were brand new at the time)