How to create two new articles under one knowledge base

[Gopal14]

Hi Team,

How to create two new articles under one knowledge base

Example:

inside ABC Internal(Knowledge base) - there should be article templates - 1 = knowledge article, 2 = work instructions 

1. Knowledge article: below fields should be displayed

Short Description

Article body

Additional Notes

2. Work Instructions: below fields should be displayed

Short Description

purpose

scope

Work Instructions

Related Link

Additional Notes

Under Knowledge article template, they can create multiple Knowledge articles, same for work instructions as well

[Gopal14]

@Shruti   How can I add fields based on the template? as mentioned in above

[Dr Atul G- LNG]

https://www.servicenow.com/docs/r/servicenow-platform/knowledge-management/create-a-new-article-temp... @Gopal14 

[vaishali231]

hey @Gopal14 

 Step 1: Create Article Templates

Navigate to:
Knowledge - Administration - Article Templates

Create the following:

 Template 1: Knowledge Article

1. Name: Knowledge Article
2. Knowledge Base: ABC Internal
3. Table: kb_knowledge

Fields required:

• Short Description
• Article Body
• Additional Notes

 Template 2: Work Instructions

1. Name: Work Instructions
2. Knowledge Base: ABC Internal
3. Table: kb_knowledge

Fields required:

• Short Description
• Purpose
• Scope
• Work Instructions
• Related Link
• Additional Notes

 Step 2: Create Custom Fields 

Navigate to:
System Definition - Tables - kb_knowledge

Add:

Field Label	Type
Purpose	HTML / String
Scope	HTML / String
Work Instructions	HTML
Related Link	URL
Additional Notes	HTML

 Step 3: Configure Form Layout

Go to:
kb_knowledge - Form Designer

• Add all required fields to the form
• Arrange them logically
•  Do NOT rely on form layout alone to separate templates

 Step 4: Control Field Visibility

 Article Templates do NOT dynamically hide/show fields by themselves

You must use UI Policies

 UI Policy 1 (Knowledge Article)

Condition:

Article Template = Knowledge Article

Show:

• Short Description
• Article Body
• Additional Notes

Hide:

Purpose, Scope, Work Instructions, Related Link

 UI Policy 2 (Work Instructions)

Condition:

Article Template = Work Instructions

Show:

• Purpose
• Scope
• Work Instructions
• Related Link
• Additional Notes

 Step 5: Link Templates to Knowledge Base

Open:
ABC Internal Knowledge Base

• Scroll to Article Templates related list
• Add:

Knowledge Article

Work Instruction

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If this response helps, please mark it as Accept as Solution and Helpful.

Doing so helps others in the community and encourages me to keep contributing.

Regards

Vaishali Singh

[Tanushree Maiti]

Hi @Gopal14 

You need to create two custom Knowledge Article Templates:

A.

• Navigate to Knowledge > Administration > Article Templates.
• Click New to create a template for Knowledge Articles 

• Navigate to Knowledge > Administration > Article Templates.
• Click New to create a template for Work Instructions

B.  Assign these Template to your KB.

  Navigate to Knowledge > Knowledge Bases and open

   Add the two templates you just created to the Article Template Related List.

C. Create UI Policies on kb_knowledge.

 Based on Template  Display field as per your requirement

e.g Create a UI action with 

Condition:  Template = Knowledge Article

UI policy Actions:  Show following fields using Display is true .  

• Short Description
• Article Body
• Additional Notes