Article Template - Hide Field

[Lesley W]

Has anyone used ACLs/Encryption to hide fields on Knowledge Article Templates?

I'm looking for examples on how this works as we're looking into Staff articles including a field only visible to Agents so that we can reduce the number of "duplicate" articles and promote posting in the Staff Knowledge Base more.

I can find the documentation - https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/product/knowledge-managemen...

But can't see any examples or demos?

[Sam_Kerr2882246]

Unsure if I'm understanding what you're after or not, but we did something similar with Knowledge Blocks.

Created a Self-Service page for the Customer if they came across a known issue that had eg 5 steps to follow, but also on the article we added a knowledge block that only Service Desk could see.

If customer followed the steps and still had issue they would call Service Desk who would then open the same article but be able to see the additional first level steps to resolve. 

It was pretty easy config by just activating knowledge blocks plugin and enabling on the knowledge base.

Hope that helps.

[Lesley W]

Thanks, Sam.

Unfortunately, Knowledge Blocks won't work in our situation as they aren't user-friendly for our authors.

Having them as a separate 'article' to the 'article' will feel like double the work whereas a template puts it all in one and makes it easier for them to map it all out.

[Kim27]

Hello Lesley, we have this in place. Each of our article templates has a field only visible to specific users. You accomplish this when creating your template through the "can read" field. In our case, we have the can read set to the ITIL and knowledge roles.

The screen shots below show the experience for the ITIL users on the left and the self-service user on the right. Note the absence of the hidden field for the self-service users. 

[Lesley W]

Oh! this looks like exactly what I need.

Can't believe I missed that step!

Thank you, Kim! Let me test it out and see how I go.