Knowledge Base

Home/Tag:Knowledge Base

Send a Knowledge Link when Attaching Knowledge

By | 2017-02-13T09:36:47+00:00 January 22nd, 2013|Categories: Script includes|Tags: |

If you’ve worked with ServiceNow much at all, you’re probably familiar with the capability provided to search knowledge from the incident form, and then attach the knowledge article back to the originating incident. This behavior is extremely useful and can be customized if needed. One complaint I’ve heard about this behavior before is that it posts [...]

Custom CSS style sheets in non-CMS pages

By | 2012-12-03T10:11:42+00:00 December 3rd, 2012|Categories: Content management, System UI|Tags: , , |

One of my favorite things about doing ServiceNow work at Crossfuze is the opportunity to collaborate with our customers to come up with unique ways to solve problems. I’m usually brought in to train and teach, but there’s not a client I’ve worked with that hasn’t taught me a few things as well. A couple of [...]

Controlling Public Availability of Knowledge Base Content

By | 2014-12-05T09:36:05+00:00 October 2nd, 2012|Categories: System Definition|Tags: |

One 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 [...]

Mandatory Knowledge Search Before Ticket Creation

By | 2017-02-22T16:06:46+00:00 May 14th, 2012|Categories: Client scripts, UI macros|Tags: , , |

Greetings from Knowledge12 in New Orleans! I’ll be here all week with CrossFuze Solutions so if you’re here and see me, please introduce yourself. I’m looking forward to putting a face to all of the names of people I’ve worked with remotely. I’m working with a client currently who wants to encourage the use of their [...]

Creating a Knowledge Search Homepage Widget

By | 2011-06-06T07:57:21+00:00 June 6th, 2011|Categories: System UI|Tags: , , , , , |

A couple of weeks ago at Knowledge11 I presented a session on Advanced Incident Management. One of the topics discussed there was to help your users help themselves by finding solutions in a knowledge base. A simple way to make this more of a focus for your end users is to add a ‘Knowledge Search’ widget [...]