Custom Knowledge Article Template not displaying all fields

[jdonily]

Hello all, I'm new to knowledge management and I'm trying to create a knowledge template with some HTML style code. The problem is when I create a new template, one of the fields does not display (yes it is active).

I created a new test template, I took screenshots of all information and settings in the default How To article template (see attached PDF). When I start to create an article from the new template , the middle field is missing and only a + - display (see attached image).

Does anyone know off the top of their heads why?

[Vickie Runyon]

Is that the Template form or the Article form? 

[Sumanth16]

Hi @jdonily ,

There are a few reasons why the custom fields of your custom article template may not be visible after clicking on "view article". Here are some possible solutions:

1. The custom fields are not added to the form.  
   • To add the custom fields to the form,
     1. Go to Navigation
     2. System Administration
     3. Form Designer. Select the form for your custom article template and
     4. Click on the Fields tab. Drag the custom fields from the Available Fields list to the Form Layout list.
2. The custom fields are not visible on the view. 
   • To make the custom fields visible on the view,
     1. Go to Navigation
     2. System Administration 
     3. View Editor. Select the view for your custom article template and
     4. Click on the Fields tab. Drag the custom fields from the Available Fields list to the View Layout list.
3. The custom fields are not visible due to a role or group restriction. 
   • To check for role or group restrictions,
     1. Go to Navigation
     2. System Administration 
     3. Security 
     4. Access Controls. Select the access control for your custom article template and
     5. Click on the Conditions tab. Review the conditions to see if there are any restrictions that are preventing users from viewing the custom fields.

If you have checked all of the above and the custom fields are still not visible, you may need to contact ServiceNow support for assistance.

Here are some additional tips for troubleshooting this issue:

• Try clearing your browser cache and cookies.
• Try using a different browser.
• Try logging out and logging back in to ServiceNow.
• Try creating a new knowledge article using the custom article template and see if the custom fields are visible in the new article.

If I could help you with your Query then, please hit the Thumb Icon and mark it as Correct !!

Thanks & Regards,

Sumanth Meda