On the "Valid to" dictionary entry, we used to have it set to use dynamic default that had a custom value to have all articles created and updated two years from the current date.   We decided to use the Article Validity feature so that each knowledge base could be different default Valid to entry.  We removed that customization and reverted the default value to the oob code below:   javascript: current.kb_knowledge_base ? new global.KBCommon().getDefaultValidToDateFromCurrentDate(current.kb_knowledge_base) : '';   However, since unchecking dynamic default and using the oob script when creating an article, the Valid to field is blank for new articles and does not change the date with edited articles.   I have verified that the Article Validity on each of the knowledge base is set to the correct number of days we would like for those knowledge base. But still same behavior.   Is there something else that needs to be updated as well when removing a custom Valid to default?   Thank you. ... View more

This blogpost describes the templates we have found useful for our internal Support teams to create KB articles, normally created from the cases they are working. This is an internal KB article, but we wanted to provide an example of the types of content we make available to the people creating our content.  Templates Three templates are available: Solution: For articles that explain how to solve an issue How To: For articles that explain how to perform a procedure What is: For articles that explain a feature, functionality, or product behavior Article Structures KCS Solution for CS Internal notes:  If the article is customer-facing, use this field to specify the information that should remain internal. Issue: List all of the symptoms that the customer is experiencing. Use the language the customer used when filing the incident.  Environment: List environment information, such as release, browser or operating system, if it is relevant.  Cause: Explain the origin of the issue in customer-friendly language. Provide technical details if they are useful, but ensure that technical information is appropriate and useful to share with customers.  Resolution: Provide numbered steps that the customer can use on their instance to resolve the issue or provide relief. Additional Information: Add links to more resources such as a page in the product documentation, a blog post on the ServiceNow Community, or a video on the ServiceNow YouTube channel.  KCS How To for CS Note: If you are authoring an article describing how to use an aspect of the product, first make sure that the product documentation does not already cover that topic. If you feel the information is too urgent for customers to have to wait for a documentation update and you need to create an interim article, note the article number in your documentation feedback so when the change is incorporated, you can easily find and delete the placeholder article. Internal notes:  If the article is customer-facing, use this field to specify the information that should remain internal. Description: Describe the task covered in the article. Release or Environment: List environment information, such as release, browser or operating system, if it is relevant Instructions: Provide numbered steps for how to accomplish the task. Additional Information (optional): Provide any helpful additional information. KCS What Is for CS Note: If you are authoring an article describing a feature or functionality, first make sure that the product documentation does not already cover that topic. If you feel the information is too urgent for customers to have to wait for a documentation update and you need to create an interim article, note the article number in your documentation feedback so when the change is incorporated, you can easily find and delete the placeholder article. Internal notes:  If the article is customer-facing, use this field to specify the information that should remain internal. Details: Describe the feature or functionality. Additional Information: Provide any helpful additional information. ... View more

Today as knowledge admin I am unable to view a feedback task for an article. I can view the article and contribute to the knowledge base and update the article. I see the entry of the feedback in the Feedback table but the associated task I can not view . I noticed for that particular article there is a Can Read User criteria however I am knowledge admin so I should be able to view the feedback task as I am able to contribute to the article /knowledgebase and view the article. I am trying to understand why I as knowledge admin can not view the task as I have reports I run to monitor all feedback task across all knowledgebases. ... View more

One effect of our ServiceNow modernization project will be a new URL, which I don't have yet. While knowledge article numbers will stay the same, the URL will change. The result is that all internal Permalink hyperlinks between articles will no longer work.  Is there a way to use something similar to Microsoft Word's search and replace feature that can scan moved articles and replace only the URL portion of the link, leaving the rest intact? Example: Current hyperlink in Permalink: https://rhiprod.service-now.com. New (guess) hyperlink: https://rhprod.servicenow.com   Goal: Automatically replace rhiprod.service-now with rhprod.servicenow while retaining the remainder of the link. Thanks in advance for any suggestions.   Sincerely, David Reynolds ... View more