Create and apply template to Knowledge base articles

[Henrik Jutterst]

We are about to create a separate Knowledge Base for our system documentation. I have seen that there are possibilities to add a template to a Knowledge Base (and all the articles in that KB?) but I haven't got the templates to apply or even "create the look and feel of it".

1. Is there maybe a guide or tutorial on how to create a template with a specific look and feel and how to apply that one to the Knowledge Base?
2. What I would like to have is that the documentation should fetch/get values from fields based on the configuration item (sys_id). Something like; description, manufacturer, model id, ip address and so on.
3. We also want some fields with descriptive text (free text with specific headings) just like a regular article but with predefined headings / subjects to fill out.

This can all be done in the Knowledge Base correct?

servicenowkevin, I saw this post Are you using templates? from you when browsing the web. Maybe you can point me in the right direction?

I can't apply any template when right clicking anyway. Why is that?

Thanks in advance!

[Gaurav Bajaj]

Hi Henrik,

You can go to the sys_template table and search for the table as "kb_knowledge".

You might find an OOB record.

But anyway you can create it like the screenshot.

Just add your HTML part in the Text field and it will appear in the knowledge article once you enable the Toggle template bar.

[Lucas Vieites]

Hi Henrik,

you can also create a template from the KB article form; first enable the Template bar if it's not already there (you can do this via the three dot menu in the header of the form). By default the template bar appears at the bottom of your form. It will have a plus sign [+] button you can click to access the New Template form. From then on it's the same as gauravbajaj2007 illustrates; You can fill in the "Text" textbox with the html content you want to use in your template.

Kind regards,

Lucas Vieites

[Henrik Jutterst]

Hello gauravbajaj2007 and thanks for the help! This got me started on the first question in my list! I got my predefined text to show up now.

• What I would like to have is that the documentation should fetch/get values from fields based on the configuration item (name or sys_id). Something like; description, manufacturer, model id, ip address and so on.

Do you know if that is possible? I.E. to have a field in the knowledge article that when you enter the name or id of a Configuration Item some values will be fetched into the Knowledge article? Do you know that is possible or something similar to that LucasVieites ? Basically, a dynamic knowledge article since we are going to create thousands of articles.

[Lucas Vieites]

Hi Henrik,

the "Text" field in the Knowledge article is pretty much static content. If I were to do something like you are suggesting, I'd try embedding an iframe containing a form that will do that for you.

I'm not sure you can add an iframe into the content, though, it would require a fair amount of testing.

I hope this helps you further.