Using form templates to help format knowledge article

[JulietChicago]

HI,

We are using the form templates  to help us format knowledge articles.

• https://www.servicenow.com/docs/bundle/yokohama-platform-administration/page/administer/form-adminis...

For new templates we want to create we can not longer set the name of the knowledgebase

In the "choose field" we don't get the option to set the name of the knowledgebase.

We used to be able to do this .

Any idea's  how to set the knowledgebase name?

[Kim27 · Accepted solution]

Everything you said here is true. However, the two are not necessarily independent of each other. We use custom knowledge templates as Dave describes above. We also use form templates to format specific fields within the custom knowledge template. As a matter of fact, ServiceNow recommends their use. https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0728427

One of our use cases is for ticket details that are added to the article in a table format. When the form template is selected, it populates the table and allows the author to complete the required information. 

[Eoghan Sinnott]

Hi Juliet, 

The templates for knowledge are global, and are not associated to a single knowledge base. Once you create a new template and make it active, it can be used on all active Knowledge Bases.

Regards,

Eoghan

🌟 ServiceNow Rising Star 2024 📚 Knowledge Management

If you found my reply helpful, please consider clicking Helpful or Accept as Solution to assist others in the community!

[Dr Atul G- LNG]

Hi @JulietChicago 

https://www.servicenow.com/community/knowledge-managers/assign-article-template-to-a-specific-knowle...

check @Kim27  answer.

[Kim27]

Thanks for the reference Dr. Atul G! I think this is a different issue related to form templates rather than knowledge article templates. 

@JulietChicago, I looked, and you are correct. It appears that the pick list has undergone modifications. 

However, I found a workaround! Drop sys_template_list.do into the filter navigator and hit enter. This will take you to the full list of all form templates. Find an old template created for the knowledge table (I used one created in January of this year). Verify you can see the field in Base Version -> Knowledge Base Fields. If you can, simply do an "Insert and Stay" from the hamburger to make a copy of the older form template. You should be able to add the knowledge base field in the copy. 

Let me know if it works for you. 

[JulietChicago · Accepted solution]

@Kim27  the insert and stay did not work. We updated the copy with the knowledgebase name and save it . When we applied it the knowlegebase field was empty.

However thank you for the suggestion as I was able to export the template update the xml with the desired knowledgebase name re-import. Then we applied it and now we  have the knowledgebase name popluated.