Hide Known Error template from all but one KB

[Michelle P]

We would like the Known Error template to be used only in our Known Error knowledge base, all other knowledge bases would only use standard.  I can find where to make it available, but I cannot find where to hide the template for all the other knowledge bases we have.  Is this possible?

[KevinWhite]

In a knowledge base, if the Article Templates related list is empty than the Standard article template and all of the activities article templates will be available to the knowledge base. So your knowledge bases, other than Known Error, need to have at least one article template added. If you have other article templates you need to add to the knowledge bases then great, but if you only use Standard and Known error templates temporarily activate the How to article template, add it to the knowledge bases, and then deactivate it. Now the knowledge base will only be able to use the Standard template.

You can check that the Known Error article template is only associated with the Known Error knowledge base by looking over the kb_template_m2m_knowledge_base list.

In summary, make sure every knowledge base has at least one article template, even if it is an inactive template, and make sure the Known Error template is only associated with the Known Error knowledge base.

Great question. Hope that was helpful!

[Shree_G]

Hello @Michelle P ,

As per product documentation : 

https://www.servicenow.com/docs/bundle/yokohama-servicenow-platform/page/product/knowledge-managemen...

"If you have activated the Knowledge Management Advanced (com.snc.knowledge_advanced) plugin, the Article Templates related list is displayed.

1. If there are article templates in the related list, articles in that knowledge base can only be created using one of the article templates listed.

2. If the Article Templates related list is empty, articles can be created using any article template."

I.e. There's no hide option as such but, if you associate any template with the Knowledge base, it will be forced to use the same template.

[Rene Dugas]

Hi @Michelle P 

I have the same issue and in order to resolve this, we needed to cheat a little bit.

You will need to add another template to all your Kbases and then to deactivate that template.

We used the FAQ "OOTB" template and added it to all our Kbases.

Then we unchecked the "active" box for that template in the article template section.

Having an assigned template that is not the STD, it will stop showing the Known error template in all your Kbases. 

Hope this works for you

Rene