Hi Everyone,   I am curious to see if anyone has tried to successfully have tabs and accordions in a knowledge article which is easy to maintain by authors that are not HTML experts.    ... View more

I am trying to have ServiceNow do automated (possibly daily) exports or show a Knowledge base with categories (with links). My vision is to have Knowledge available in ServiceNow but can be accessed via SharePoint. I believe my team already has a way to search from ServiceNow , but it would need to be seen visually from SharePoint as well. To make things a little more complicated, we still want to see the metrics behind ratings, views, and the typical KPIs. Is this possible? My thoughts were leaning towards a plugin or widget, but I am having troubles finding information related to this. We are using Vancouver. ... View more

We are currently using ownership groups to manage creation, etc., of knowledge articles, but my devs want to transfer this functionality back to the standard assignment groups. I can see the pros in terms of minimizing the number of total groups to manage.  But it got me wondering why there are separate ownership groups to begin with? Is there anything different about how the ownership groups work or functionality associated with them that doesn't go with assignment groups that I'll miss, if I let them make the switch? Is there a best practice from SN's point of view with maintaining this separation? I'd appreciate any input or experience with this that you'd like to share. ... View more

Hi, Known Error means several things in our environment: We have a Known Error Knowledge Base – the repository where the article is stored, articles in a particular Knowledge Base follow the workflow and visibility/access settings for that Knowledge Base.   We have a Known Error article template type – determines the fields of the article, for example ours contains special fields Workaround and Cause.   Problem records have their own references to Known Error. A Problem record has a Known Error flag, a reference field to a Primary Known Error article and the Problem State can be Known Error.   We currently have a lot of confusion around what a Known Error means. There are no restrictions on what article types can be stored where, so we have articles following the known error template outside of the Known Error KB. Similarly, we have articles that follow the standard template within the Known Error KB. Then we have what Problem considers a known error, which is different again. If someone asked me how many known errors we have, do I give them the number of articles in the Known Error KB? or the number of articles using the template? Or the known errors linked from Problem records? Confusion reigns! Lately I've been questioning why we have a separate Known Error knowledge base at all. Some known errors are actually customer facing, while others are internal, yet because the Known Error knowledge base is a single repository we have had to set it as visible to everyone. If I removed the Known Error KB and instead focused on Known Errors as a type of article, I can store them in our internal or customer-facing knowledge base as appropriate. What are you reasons for keeping / not keeping a separate Known Error Knowledge Base?  Thanks, Janelle ... View more

Good morning, all,   We do not have a retirement workflow and allow our knowledge publishers to retire articles using their discretion. However, there are times when we wish to know who retired an article. Is this possible OOTB without creating a custom field? (Either through standard reporting or auditing?)   Thanks, Adam   We are on Utah ... View more