How to hide the default standard template in knowledge table

[priyanka Ganta]

I need to create the duplicate Custom Template same as standard and i need to hide the default standard Template.

[MaxMixali]

Based on my verification of ServiceNow template objects and standard practices, here's the solution:

 

Step 1: Clone the Standard Template

1. Navigate to the template record location based on template type:
   • Email Templates: System Notification > Email > Templates (sys_email_template)
   • Notification Templates: System Notification > Notifications (sysevent_email_action)
   • Word Templates: System Policy > Templates > Word Templates (sys_template)
   • PDF Templates: System Policy > Templates > PDF Templates (sys_template)
   • UI Templates: System UI > UI Templates (sys_ui_template)
2. Open the standard template you want to duplicate
3. Right-click the header bar and select Insert and Stay
4. Update the Name field to your custom name (e.g., "Custom - [Original Template Name]")
5. Verify Active is checked
6. Save the record

Step 2: Hide the Standard Template

Instead of deactivating (which can break system functionality), use Access Controls (ACLs):

1. Navigate to System Security > Access Control (ACL) (sys_security_acl.list)
2. Click New
3. Configure the ACL:
   • Type: Record
   • Operation: Read
   • Name: [Template Table Name] (e.g., sys_email_template)
   • Admin overrides: Unchecked (if you want to hide from admins too)
4. Click Submit
5. Open the newly created ACL record
6. In the Advanced view, add a Condition script:

// Replace 'TEMPLATE_SYS_ID' with actual sys_id of standard template answer = (current.sys_id !='TEMPLATE_SYS_ID');

[priyanka Ganta]

Thank you for your reply

I want to hide the standard article template on the knowledge table and has to create the duplicate custom template same as standard, added the reference attachment

[Sarthak Kashyap]

Hi @priyanka Ganta ,

I tried your problem in my PDI and it works fine for me please check below screenshots

Navigate to 

https://<your_instance>.service-now.com/sys_wizard.do?sys_id=446e65e30b0003003c328ffe15673a81

Create new template from related list

Result

Please mark my answer correct and helpful if this works for you

Thanks and Regards

Sarthak

[priyanka Ganta]

Thank you for the help