Knowledge Article Samples For each of the KA Template

[Val Aur]

Hi! Does anyone here have any actual ServiceNow KB Articles for each of the Templates available by default? Would like to use these samples to further classify and eventually decide the type of Template we would like to enforce when creating new KAs. The templates available by default are FAQ, How To, What Is, KCS Article and Standard.

Thanks in advance!

[Amy V2]

I know this response is over a year old but thought it might help others who stumble upon this post.

For the regular article templates, like How To, What Is, etc., after you open the template and select a field on that template, you can enter the content you describe in the Preview Text field.

For the Standard article template you see in the Create Article wizard, it's actually pointing to a URL which just creates a new record on the kb_knowledge table. This random preview text is set in the ArticleTemplateUtilSNC script include which has this note in lines 371-372:

* returns the Preview Text to be displayed in article template selector for the Standard Article Template.

* Empty value will display random text. Override this function in ArticleTemplateUtil Script Includes to set the desired text.

So in the ArticleTemplateUtil script include, which is designed to extend the protected ArticleTemplateUtilSNC script include, you must enter a function with the same name as the one called in the ArticleTemplateUtilSNC script include, namely setPreviewTextForStandardArticle. In the Script section, update it to this, replacing the text between the quotation marks with your own content:

var ArticleTemplateUtil = Class.create();
ArticleTemplateUtil.prototype = Object.extendsObject(ArticleTemplateUtilSNC, {

    setPreviewTextForStandardArticle: function() {
        var helpText = "Insert guidance here for when to use the Standard article template.";
		return helpText;
    },

    type: 'ArticleTemplateUtil'
});