Article template field missing in knowledge article template

[TashaFletcher]

Hello all,

I've created several Knowledge templates and I'm having a hard time. I noticed when I create a new article the article template fields don't show. can someone help me understand what the issues is? I've compare my templates to the out of the box and its the same yet when I create a new article the template fields don't pop up.

thank you,

[Rafael Batistot]

Hi @TashaFletcher 

See what the documentation says about it

"Activating knowledge article templates

The Knowledge Article Templates feature is activated with the Knowledge Management Advanced (com.snc.knowledge_advanced) plugin. After the feature is activated, when creating an article, option to choose a template for the article appears." 


Knowledge article templates

[Sharique Azim]

Since the question is not very clear .

I think the issue could be in you need to create record in kb_article_template table,  and add a field under the related list such as the same is available to preview when you are trying to create new article.

In case you are referring to fields in the form. Then please note, as the default the article html field is not   directly available but you need to create the article template field in the "kb_article_template_definition"  table which is again available under "kb_article_template" table as referred earlier.

Now you can configure the new field on the template kb form, only then it would be available.

[Shashank_Jain]

@TashaFletcher ,

Refer the below link, in this I explained in depth how article template, article template fields and toggle template work for an article and knowledge base.

Link : https://www.servicenow.com/community/virtual-agent-forum/create-a-kb-template/m-p/3352153/page/1

[Shashank_Jain]

@TashaFletcher ,

If the solution was helpful, could you please mark it as accepted and close the thread. That will be much appreciated.