ne area of Knowledge Management that is typically fairly confusing to new admins of the ServiceNow platform is the public (unauthenticated) security model. A ‘Mark Public’ UI button is displayed at the top of each knowledge article in its edit view. While clicking that button adds the ‘public’ role to the article, it doesn’t actually do anything to make the article public! Unauthenticated users attempting to view the knowledge homepage, or an individual knowledge article will still be redirected to the ServiceNow login page. In reality, setting the ‘public’ role on a knowledge article does very little to impact the security of that article. Controlling public availability of Knowledge Base content can be easily accomplished if you know where to look!
ust the other day I came across an issue with a client that came up with a couple of users on the ServiceNow forums as well. The issue was that technicians monitoring a chat queue had no way of knowing that a chat was waiting unless they were staring at their chat desktop the entire time. Since most IT people tend to multitask, this can become a problem resulting in longer-than-ideal wait times in the chat queue.
With the help of the ServiceNow Guru ‘Module Counts’ update set I was able to find a solution that I think effectively solves this issue by showing a count in the left navigation pane whenever a new chat enters a user’s queue.
s a ServiceNow administrator, one of the most common challenges is trying to find a particular script or configuration in your own instance. Whether you’re troubleshooting or just trying to understand how something works, it would be very useful to be able to search scripts and configurations from the entire instance all at once. The problem is that there’s no built-in solution to search all of your scripts and configurations which can leave you hunting through 50 or more tables to find what you’re looking for.
In order to solve this problem, Crossfuze Solutions developed the Crossfuze Global Search!