question How do you create default text headings in a knowledge article in ServiceNow AI Platform forum

How do you create default text headings in a knowledge article

ozy1ozy — Thu, 18 May 2017 07:29:58 GMT

When a user creates a new knowledge article I want the article to display default headings and comments in the article body, so that they follow the company style and are provided with assistance in the form of comments that they can delete. How do I create a number of templates with preformatted text ?

Re: How do you create default text headings in a knowledge article

Alikutty A — Thu, 18 May 2017 10:25:08 GMT

Hi,

This feature is available OOB, Go to your knowledge base and you can set the default values required on each articles

Thank You

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Re: How do you create default text headings in a knowledge article

Alikutty A — Tue, 23 May 2017 05:48:47 GMT

Hi,

If I have answered your question, please mark my response as correct so that others with the same question in the future can find it quickly and that it gets removed from the Unanswered list.

If you are viewing this from the community inbox you will not see the correct answer button. If so, please review https://community.servicenow.com/docs/DOC-5601

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Re: How do you create default text headings in a knowledge article

ozy1ozy — Tue, 23 May 2017 08:08:09 GMT

Thanks for that, that sorted the question a little.

Unfortunately you cannot add formatting to the template, and all the text in the body runs into one paragraph.

The point being that users are not writers and need basic formatting rules and help to create articles.

Re: How do you create default text headings in a knowledge article

Alikutty A — Tue, 23 May 2017 08:42:47 GMT

Formatting is supported by system defined templates. You can navigate to System Definition -> Templates and create a new one for knowledge

Sample Text in HTML

<p>

<h4> Heading 4</h4>

Your text here

</p>

<p>

</p>

This can be loaded in your article from the templates Icon and will include the formatting.

Thank You

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Re: How do you create default text headings in a knowledge article

ozy1ozy — Tue, 23 May 2017 09:04:51 GMT

Great...super...fantastic! Thanks a lot.

Re: How do you create default text headings in a knowledge article

willow1 — Thu, 01 Jun 2017 19:24:37 GMT

This is the method I used for our templates - our last KM platform had each section as it's own field, and the section name became the header in the end user view - and sections that were not required and not populated were not visible to the end user. We are thinking about adjusting some things, but our first priority was to provide something similar to what our users were used to.

Here is how it looks when applied:

Re: How do you create default text headings in a knowledge article

willow1 — Thu, 01 Jun 2017 19:26:56 GMT

Forgot to add - to create it, I just went into a new article and typed it all up using the editor functionality, then used the Source Code display to get the code to copy and paste into the template.