Display text in Create New Article view

lsaulon
Tera Contributor

3 weeks ago

When a user selects "Create New Article", display clear, read-only guidance for each Knowledge Base showing its Objective, Intended Audience, and Eligible Contributors. This information appears contextually beside the Knowledge Base selection field, enabling authors to make an informed decision and reduce misplacement, rework, and downstream governance correction.

Is it feasible doing it in servicenow?

lsaulon_0-1778214095347.png

 

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21121A3359
Tera Expert

3 weeks ago

Hi @lsaulon 

Yes, this is definitely feasible in ServiceNow.

You can achieve this by extending the “Create New Article” experience using either UI Builder, Service Portal customization, or client-side scripting depending on the interface you are using.

A common approach would be:

  1. Add custom fields to the Knowledge Base table (kb_knowledge_base) such as:

    • Objective

    • Intended Audience

    • Eligible Contributors

  2. When a user selects a Knowledge Base, dynamically display these fields in a read-only information panel beside the selection area.

  3. This can be implemented using:

    • Client Scripts / GlideAjax

    • UI Policies

    • Custom Component in UI Builder

    • Widget customization in Service Portal

    • Now Experience component customization

Benefits:

  • Reduces article misplacement

  • Improves governance

  • Helps authors choose the correct KB

  • Minimizes rework and reassignment

You can also enhance it further with:

  • Tooltips/help text

  • Conditional contributor validation

  • KB recommendations based on user role/group

So overall, this is a good and achievable enhancement within ServiceNow.

Thank you.

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