When creating a new Article the Article Template that is newly created is not working

[Nivedha G]

HI,

   I have created a article template for a particular knowledge base that is created by me. I have provided with two new fields in that template.

1.I have provided SNOW Template(Article template) in only SNOW demo knowledge base, but I could see this template in all the knowledge base when clicking on Create new article.

(In Human Resource general Knowledge, IT, Knowledge base I am able to see this article template but I haven't given this template for these knowledge base)

2. I have provided with two fields in that SNOW Template, but when creating a article I am not able to see those fields.

Thanks in advance.

[Tai Vu · Accepted solution]

Hi @Nivedha G 

Newly added fields should be automatically displayed on the form.

Can you try configure form layout to see if these fields Explanation and Introduction are in place?

Cheers,

Tai Vu

[Nivedha G]

That works now, Thankyou.

On my 1st question, its still the same.

[Tai Vu]

Hi @Nivedha G 

Oopss! I didn't notice it. Here's how it works.

When you assign a specific template to a knowledge base, it means that only that template is accessible for use within that knowledge base (in addition to the standard one).

So you create a new Article Template, it becomes available for all Knowledge Bases.

You can find the function retrieve templates for knowledge base in the ArticleTemplateUtilSNC script include.

As seen below, if there's no template enabled for a knowledge base, it will query to get all active Templates.

Cheers,

Tai Vu