Documentation and the Service now Knowledgebase
Fri, 06/26/2009 - 06:32 — mattberan
Dear Service Now Insert/Modify image, and I don't like it.
I want a simpler solution to building documentation in Service Now. Similar to sharepoint where OLE pasting screenshots is possible.
My current workaround is to attach a word doc or pdf to a KB article and paste the entire text into the meta field for searching. The downside to this is that my users don't get a preview of what the document contains, and it's slow.
The positives are that it's easy for me to build docs quickly and get them posted, and I can switch to another knowledge vendor quite easily.
Is anyone else doing this differently? Is there a faster way and I'm just clueless?
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As long as you are copying and pasting html that your Service-now instance can see and reference, sure.
So if I post a guide on my webpage and copy-paste the text into SNC I'll be set?
The big difference between copying from a website and copying from a word doc/pdf is that with a website the images are still hosted on the site that you are copying from. Service-now doesn't have to upload the images because the html is actually what gets copied and Service-now just points to the websites to load the images in the browser. There's no way to do the same thing with a word doc or pdf. The images in a word document or a pdf can't be linked to, they have to be uploaded to our database and the references have to be created in the html on your Service-now instance.
when looking at the tutorials for Service catalog items, I have seen that you can just copy paste text and pictures from websites into SNC.
I wonder why you can't do that for Knowledge Base articles. If there was a way to copy/paste from MS word/pdf or htm files into the SNC text field than we would start using the knowledge base module.
Now nobody wants the hassle of copying the text and adding the pictures later on.
Using it just with attachments is also not worth the effort.
More inspiration to get our catalog going...
Thats a nice lil app.. I just checked it out since i was doing some documentation updates. I created this lil pdf in about 20 min.
Create Service Catalog Workflow
Needs a lil cleanup and it will be good!! Thanks for the post
Found a neat tool called "Screensteps" that makes creating documentation elementary...
build that into Service-Now please.