Adding Additional Templates

[eric115]

I had an inquiry about adding additional templates to the official list of templates available from ServiceNow.  Is that possible?  Please note I'm not referring to templates that can be added via the knowledge article form, but the templates in the menu; example would be "How To".  

Thank you in advance.

Eric S

[Kim27]

We have found this issue becomes more common with more templates available. Users tend to become confused over which to use and inevitably choose the wrong template. 

[Allen Andreas]

Hi,

Well, of course, if you have 30 templates and they don't have descriptions, aren't named properly, don't have preview text (now with Tokyo can be further detailed), then yeah, that can happen, sure. Again, worthwhile to keep in mind, but I wouldn't discourage people from creating article templates. Not everyone can create an article template, only specific roles can and with proper governance...you shouldn't have a mass issue of people using the wrong template.

We're all going down a rabbit hole here without more context from the author anyway as to what they'd plan to do, haha. Their original question was could they create their own article template, the answer is yes.

[Kim27]

I agree Allen. We had 5 templates, formal author training, defined content standards and template definitions and we still had challenges! 🙂