Knowledge properties

As an administrator, you can configure the look and functionality of many knowledge base features with knowledge properties.

You can access knowledge properties by navigating to Knowledge > Properties.

Knowledge portal properties

Knowledge portal properties control the look and functionality of the legacy portal page. This portal page lists recent knowledge articles and their publishing dates, organized by topic.

Property Description
Number of columns on Knowledge portal pages. (glide.knowman.columns) Set the number of columns for arranging topics on the knowledge portal.
Note: This property applies only to Knowledge v2 pages. This property is not supported on Knowledge v3 pages.
Maximum number of articles per content block on the home page (glide.knowman.content_block_limit) Enter the maximum number of articles to display in the Most Useful and Most Viewed sections of the knowledge homepage.
Note: This property applies only to Knowledge v2 pages. This property is not supported on Knowledge v3 pages.
Omit empty Knowledge topics and categories. (glide.knowman.show_only_populated) Select the Yes check box to display topic sections only if there are articles for the topic. Clear the check box to show all topic sections, even those with no assigned articles.
Note: This property does not apply to the News category.
Note: This property applies only to the default knowledge base and the legacy knowledge portal. Knowledge v3 articles do not specify a topic. Therefore, this property applies only to Knowledge v2 pages. This property is not supported on Knowledge v3 pages.
Show Knowledge section descriptions. (glide.knowman.show_descriptions) Select the Yes check box to display topic descriptions in the knowledge portal. To enter these descriptions:
  1. Edit an existing knowledge article.
  2. Right-click the Topic field label and choose Show Choice List.
  3. Open the record for the topic name and enter the description into the Hint field.
Clear the check box to omit section descriptions from the knowledge portal.
Note: This property applies only to Knowledge v2 pages. This property is not supported on Knowledge v3 pages.
Number of Knowledge Base items to preview in a section. (glide.knowman.section_limit) Set the maximum number of articles per topic for the knowledge portal. The specific articles shown depends on the Knowledge section sort field property setting.
Note: This property applies only to Knowledge v2 pages. This property is not supported on Knowledge v3 pages.
Knowledge section sort field. (glide.knowman.section_sort) Select the default order for articles within each topic section on the knowledge portal.
  • Published: uses the date published.
  • View count: uses the number of times articles have been viewed during the period specified in the Number of days used when summing article views property.
  • Alphabetically: uses the first letter of the article title (Short description field).
Note: This property applies only to Knowledge v2 pages. This property is not supported on Knowledge v3 pages.
Knowledge Base section sort direction. (glide.knowman.section_sort_direction) Select the order, ascending or descending, in which articles are listed within each topic section on the knowledge portal. The value used for sorting is set in the Knowledge section sort field property.
Note: This property applies only to Knowledge v2 pages. This property is not supported on Knowledge v3 pages.
Show unpublished articles in Knowledge Base portal and topic lists. (glide.knowman.show_unpublished) Select the Yes check box to allow users to see unpublished articles in the knowledge portal and knowledge search results. Use the subsequent List of roles... properties to designated which users can see articles in various unpublished states. If this is not selected, users with appropriate roles can access unpublished articles through other modules of the Knowledge Base application.
List of roles (comma separated) that can see articles in the Review workflow state in the Knowledge portal and Topic list. (glide.knowman.section.view_roles.review) Enter role names exactly as they appear in User Administration > Roles. If Show unpublished articles in Knowledge Base portal and topic lists is selected, users with these roles see articles in the Review workflow state in the knowledge portal, in the topic list that appears when they click a topic title on the portal, and in knowledge search results.
List of roles (comma separated) that can see articles in the Draft workflow state in the Knowledge portal and Topic list. (glide.knowman.section.view_roles.draft) Enter role names exactly as they appear in User Administration > Roles. If Show unpublished articles in Knowledge Base portal and topic lists is selected, users with these roles see articles in the Draft workflow state in the knowledge portal, in the topic list that appears when they click a topic title on the portal, and in knowledge search results.
Define roles that can view articles in other/custom workflow states. Do not include Draft and Review states, as they are already defined in other properties. (Format - stage:[roles];) For example: Enter role names exactly as they appear in User Administration > Roles. If Show unpublished articles in Knowledge Base portal and topic lists is selected, define the custom field and role as workflow state:[roles];. The users with these roles see articles in the custom workflow state on the knowledge portal.
The number of articles that are asynchronously loaded when scrolling down in the new search results page.(glide.knowman.search.articles_per_page) Enter the number of articles to be displayed during a search.
Note: This property applies only to Knowledge v3 pages. This property is not supported on Knowledge v2 pages.
Show only Knowledge topic titles on portal page (no article links). (glide.knowman.home_titlesonly) Select the Yes check box to omit all article titles from the knowledge portal and show only the topic names. Users can click the topic title to see the list of related articles.
Note: This property applies only to Knowledge v2 pages. This property is not supported on Knowledge v3 pages.
Number of days (integer, default 30) used when summing article views. Views older than this are not considered when sorting articles based on view count. 0 means consider all views. (glide.knowman.view_age.days) Enter a number of days to consider when calculating view count. This is used only when the Knowledge section sort field property is set to View count. Enter 0 to have ServiceNowServiceNow consider all views, regardless of date.
Automatically place cursor in Knowledge portal search box. (glide.knowman.portal_search_focus) Select the Yes check box to have ServiceNowServiceNow place the cursor in the search field when a user opens the knowledge portal. Clear the check box to have users click in the search field before entering a search term.
Note: This property applies only to Knowledge v2 pages. This property is not supported on Knowledge v3 pages.

Knowledge search properties

Knowledge search properties give you control over the search options available to users and the presentation of search results.

Property Description
Knowledge search result order. (glide.knowman.order.search) Select the order for displaying search results:
  • Number of Views: orders search results based on the Number of days used when summing article views property.
  • Relevancy: orders search results based on content that is similar to the search term.
  • Last Modified: orders search results based on modification date.
Search method used when searching Knowledge from a task or directly in the Knowledge Base. (glide.knowman.search.operator) Select the search approach to use when the search term includes multiple words.
  • OR query: returns articles that contain at least one word from the search term.
  • AND then OR query: first searches for articles that include all words in the search term (an AND query). If no matches are found, an OR query is performed.
Show author in knowledge search results. (glide.knowman.search.show_author) Select this check box to include the author of each article in knowledge search results.
Show last modified date and time in knowledge search results. (glide.knowman.search.show_last_modified) Select this check box to include the date and time each article was last edited in knowledge search results.
Show publish date in knowledge search results. (glide.knowman.search.show_published) Select this check box to include the date each article was published in knowledge search results.
Show category in knowledge search results. (glide.knowman.search.show_category) Select this check box to include the category breadcrumbs of each article in knowledge search results.
Show number of views in knowledge search results. (glide.knowman.search.show_view_count) Select this check box to include the number of times each article was viewed in knowledge search results.
How to display attachments in Knowledge Search Results. (glide.knowman.search.attachment) Select the behavior of how the attachments are shown in the search results:
  • Do not show attachment
  • Show only link for attachment
  • Show attachment with text snippet (default)

For best performance, select Do not show attachment, or Show only link for attachment.

Show relevancy in knowledge search results. (glide.knowman.search.show_relevancy) Select this check box to show how relevant each search result is based on the search string.

Relevancy value is only shown when Knowledge search result order property is set to Relevancy.

Enable instant search results for knowledge. (glide.knowman.search.instant_results) Select this check box to enable instant search for search results. The default is No.
Show article number in knowledge search results. (glide.knowman.search.show_article_number) Select this check box to display the article number for each article in the search result.
Note: This property does not apply to contextual search results.

Specify default language for searching articles.(glide.knowman.search.default_language)

Set the property to the desired default language for searching articles.
  • String
  • Default value: user-specified
  • Location: System Properties
Note: If the glide.knowman.enable_multi_language_search(property is set to True, then the multi-language search capability overrides the default language search capability.

Enable multi-language search. (glide.knowman.enable_multi_language_search)

Set the property to True to enable search for multiple languages simultaneously.
  • Type: true | false
  • Default value: false
  • Location: System Properties
Note: If this property is set to True, it overrides the setting for the glide.knowman.search.default_languageproperty.

Knowledge article view properties

Article view properties give you control over the meta data and rating options that appear with articles. They also enable you to grant access to individual feedback options based on user role.

Property Description
Show tasks to which an article has been recently attached. (glide.knowman.recent_tasks.display) Select the Yes check box to have article view include a list of tasks associated with the article. Knowledge articles can be attached to a task by clicking the Attach to Task button after searching from a form.
Number of attached tasks to display when viewing an article. (glide.knowman.recent_tasks) Specify the maximum number of tasks to list in article view.
Show article rating section, which may optionally include yes/no rating, star rating, and flagging options. (glide.knowman.show_rating_options) Select the Yes check box to display the rating options for users with specific roles. Clear this check box to omit the rating section for all users, regardless of role.

The Feedback field is always displayed for all users.

List of roles (comma separated) that can see an article's rating section, which may optionally include yes/no rating, star rating, and flagging option. (glide.knowman.show_rating_options.roles) Enter role names exactly as they appear in User Administration > Roles. If Show article rating section... is selected, users with the roles listed here see the yes/no rating, star rating, and flagging options, according to related property settings.

Be sure to include all roles that should be permitted to see any of these rating options. Separate properties enable you to identify specific roles for each option separately. All roles in those properties must also be listed here.

Show the "Was this article helpful?" yes/no rating option. (glide.knowman.show_yn_rating) Select the Yes check box to display the "Was this article helpful?" rating to users with roles set in the associated property. This appears only if the Show article rating section... property is selected.
List of roles (comma separated) that can see yes/no "Was this article helpful?" rating option. (glide.knowman.show_yn_rating.roles) Enter role names exactly as they appear in User Administration > Roles. If both Show article rating section... and Show the "Was this article helpful?" properties are selected, users with the roles listed here see the "Was this article helpful?" rating in article view.

All roles listed here must also be listed in the List of roles that can see an article's rating section..."property.

Show "Create Incident" link after a Knowledge article is rated not helpful. (glide.knowman.create_incident_link.display) Select the Yes check box to display the Create Incident link after a user rates an article as not helpful.
URL used for the "Create Incident" link after rating a Knowledge article not helpful. (glide.knowman.create_incident_link) Enter the URL for the page where users can create an incident only if the Show "Create Incident" link..." property is selected.

To find the URL, open the appropriate page, then right-click the header bar and choose Copy URL. Highlight the URL that appears and use the browser's copy and paste feature to place it into this property field.

Show five-star rating option. (glide.knowman.show_star_rating) Select the Yes check box to display the five-star rating to users with roles set in the associated property. This appears only if the Show article rating section... property is selected.
List of roles (comma separated) that can see five-star rating option. (glide.knowman.show_star_rating.roles) Enter role names exactly as they appear in User Administration > Roles. If both Show article rating section... and Show five-star rating option properties are selected, users with the roles listed here see the five-star rating option in article view.

All roles listed here must also be listed in the List of roles that can see an article's rating section..." property.

Show "Flag Article" option to identify incomplete/inaccurate articles. (glide.knowman.show_flag) Select the Yes check box to display the flag article option to users with roles set in the associated property. This appears only if the Show article rating section... property is selected.
List of roles (comma separated) that can flag incomplete/inaccurate articles. (glide.knowman.show_flag.roles) Enter role names exactly as they appear in User Administration > Roles. If both Show article rating section... and Show "Flag Article" option properties are selected, users with the roles listed here see the flag article option in article view.

All roles listed here must also be listed in the List of roles that can see an article's rating section..."property.

Show user comments on knowledge articles. (glide.knowman.show_user_feedback) Select an option for showing user comments When article loads, When user clicks link to show comments, or Never for users with roles set in the associated property:
List of roles (comma separated) that can see user comments on an article. (glide.knowman.show_user_feedback.roles) Enter role names exactly as they appear in User Administration > Roles. If the Show user comments on knowledge articles property is selected, users with the roles listed here see user comments in article view.
Maximum number of user comments displayed on a knowledge article. (glide.knowman.feedback.display_threshold) Set a maximum number of user comments to display. This property applies only to the legacy Knowledge article view.
Use Live Feed for Knowledge feedback. (glide.knowman.use_live_feed) Select this option to use live feed to manage and display feedback on knowledge articles.

Knowledge homepage properties

Knowledge homepage properties control the featured content on the knowledge homepage.

Table 1. Table title
Property Description
Default keyword for getting pinned articles. (glide.knowman.default_keyword) Enter a default keyword for pinned articles. Articles pinned with the specified keyword appear in the Featured Content section of the knowledge homepage.
Default header title for the pinned articles section on knowledge home pages. (glide.knowman.default_pinned_section_header_title) Enter a title for the Featured Content section of the knowledge homepage.
Display or hide the count of articles and questions in the category and child categories (glide.knowman.show_number_on_categories) Select to display the count of articles and questions within each category, including subcategories, when browsing or searching knowledge bases.

Other knowledge properties

Additional knowledge properties let you control general knowledge management features.

Property Description
When attaching an article to an incident, copy the content into this field. (glide.knowman.attach.fields) When a user searches knowledge from a task form (such as an incident, problem, or change) and clicks the Attach to Task button for an article, the system copies the article number and content into the field specified here.

You can specify a separate field for each table you want to attach articles to as a comma-separated list. Use dot walking to copy the article content into related records. If a specified field does not exist, that field is ignored.

Knowledge Management logo to display if running out of the ServiceNow frames. (glide.knowman.frameless_logo) Click the reference lookup tool (
Figure 1. Icon Reference Lookup
) and choose an image file to be displayed on knowledge pages that are used outside of the ServiceNowServiceNow application frames. For example, the logo image selected here appears if you create a Content Management System site that includes knowledge pages. You can also enter the Name of an image stored in the database to use that image.
Note: This property applies only to Knowledge v2 pages. This property is not supported on Knowledge v3 pages.
Hide the 'Import' functionality (button and drag-n-drop) for all users. (glide.knowman.import.hide_import_functionality) Select Yes to hide the Import Articles button.

If you have not yet migrated to Knowledge v3 and are using legacy Knowledge v2, you can configure the visibility of the Import Articles button to prevent users from importing articles to knowledge bases.

Show publish check box on the knowledge import pop-up. (glide.knowman.import.show_publish_checkbox) Select No to remove the Publish check box on the knowledge import form so that an article cannot be published as part of the import process. Default is yes.
Use submission workflow. (glide.knowman.submission.workflow) Select the Yes check box to use the knowledge submission workflow instead of the standard knowledge workflow. If this option is selected, each time a user creates knowledge from an incident or problem, the content is placed into a submission record instead of a draft article. Transforming knowledge submissions into articles follows a specific workflow.
The sys_id of the knowledge base when creating knowledge from task records. (glide.knowman.task_kb) Enter the sys_id of the knowledge base to put new knowledge articles created from tasks in.
Before displaying an article's text in search results or the article view, check field-level ACLs on appropriate field: kb_knowledge.text (HTML article) or kb_knowledge.wiki (wiki text article). (glide.knowman.text.check_can_read) Select this check box if users must have ACL-based permission to view text fields on the Knowledge [kb_knowledge] table to read article previews in knowledge search results.