ServiceNow Knowledge Base template code for our Troubleshooting articles

servicenowkevin · ‎04-30-2015

Our troubleshooting articles are probably the articles you are most familiar with. It's our standard break/fix template. When we were putting together the template, we wanted to make sure we covered the questions and needs of our target audience, you.

servicenow troubleshoot template kb.png

Here is our Troubleshooting template code:

As a user looking to troubleshoot an issue, you go through 3 steps: Finding a possible solution, confirming that this is the issue you are experiencing, then determining your next steps to resolve. To make sure we covered our bases, we included a description section, symptom section and a section for resolution.

<p>

div.margin{

padding: 10px 40px 40px 30px;

}

table.tocTable{

border: 1px solid;

border-color:#E0E0E0;

background-color: rgb(245, 245, 245);

padding-top: .6em;

padding-bottom: .6em;

padding-left: .9em;

padding-right: .6em;

}

table.noteTable{

border:1px solid;

border-color:#E0E0E0;

background-color: rgb(245, 245, 245);

width: 100%;

border-spacing:2;

}

table.internalTable{

border:1px solid;

border-color:#E0E0E0;

background-color: rgb(245, 245, 245);

width: 100%;

border-spacing:0;

}

.sp td{

border-bottom: 1px solid;

border-right: 1px solid;

border-color:#E0E0E0;

background-color: #ffffff;

height: 20px;

padding-top: .5em;

padding-bottom: .5em;

padding-left: .5em;

padding-right: .5em;

}

.sphr td{

border-right: 1px solid;

border-bottom: 1px solid;

border-color:#E0E0E0;

background-color: rgb(245, 245, 245);

padding-top: .5em;

padding-bottom: .5em;

padding-left: .5em;

padding-right: .5em;

height: 20px;

}

.title {

color: #D1232B;

font-weight:;

font-size:25px;

}

.hd1{

color: #D1232B;

font-weight:;

font-size:18px;

}

.hd2{

color: #646464;

font-weight:bold;

font-size:16px;

}

.hd3{

color: #7a7a7a;

font-weight:;

font-size:16 px;

text-decoration:;

}

.hd4{

color: #000000;

font-weight:bold;

font-size:14 px;

text-decoration:;

}

--></style>

</p>

<p class="title"><span class="title">Article Title </span></p>

<span class="hd1">Problem</span><hr style="border-top-width: 1px; border-top-style: solid; border-top-color: #cccccc;" />Enter the problem description here.

<span class="hd1">Symptoms</span><hr style="border-top-width: 1px; border-top-style: solid; border-top-color: #cccccc;" />Determine the customer's problem from their perspective. Include a list of symptoms that the customer has experienced and describe the symptoms like a customer would.

<ul>

<li>Symptom</li>

</ul>

<span class="hd1">Cause</span><hr style="border-top-width: 1px; border-top-style: solid; border-top-color: #cccccc;" />Provide a brief, high level description of what the causes of the problem are. Please be sure to not to divulge any proprietary information.

<br /><span class="hd1">Resolution</span><hr style="border-top-width: 1px; border-top-style: solid; border-top-color: #cccccc;" />Provide an overview of what the resolution is and why it resolves the issue. Then provide detailed steps to perform the required actions.

<p>To accomplish action A:</p>

<ol>

</ol>

<tbody>

<tr>

<td style="width: 50; vertical-align: middle; text-align: center;"><img style="align: baseline;" title="Note" src="/<yourimage>" align="baseline" border="" hspace="" vspace="" /></td>

<td style="vertical-align: middle; text-align: left;"><b>Note</b>: Notes are added to emphasize points, remind users of something, or indicate minor problems that could arise as a result of executing the steps in the article.</td>

</tr>

</tbody>

</table>

<tbody>

<tr>

<td style="width: 50; vertical-align: middle; text-align: center;"><img style="align: baseline;" title="Warning" src="/<yourimage>" align="baseline" border="" hspace="" vspace="" /></td>

<td style="vertical-align: middle; text-align: left;"><b>Warning</b>: A warning should be used when corruption, data loss, or downtime is possible if instructions are not followed closely.</td>

</tr>

</tbody>

</table>

<br /><span class="hd1">Tables</span><hr style="border-top-width: 1px; border-top-style: solid; border-top-color: #cccccc;" /><em>You may use the following table templates in your document. To add or delete rows or columns, or to reformat your table, click the area of the table you wish to change and select the appropriate icon, <strong>Table Properties</strong>, <strong>Table Cell Properties</strong>, <strong>Insert Row Before</strong>,<strong> Insert Row After</strong>, <strong>Delete Row</strong>, <strong>Insert Column Before</strong>, <strong>Insert Column After</strong>, <strong>Delete Column</strong>, <strong>Split Merged Table Cells</strong>, or <strong>Merge Table</strong></em><strong> Cells</strong><em>,</em><em> in the table toolbar above. </em>

<tbody>

</tr>

</tr>

</tr>

</tr>

</tr>

</tr>

</tbody>

</table>

<tbody>

</tr>

</tr>

</tr>

</tr>

</tr>

</tr>

</tbody>

</table>

<tbody>

</tr>

</tr>

</tr>

</tr>

</tr>

</tr>

</tbody>

</table>

</div>

I have provided the code for two of the other common templates we use. I've changed some reference links throughout, and made some text placeholder, so you'll need to alter for your environment as necessary.

See our other templates that we use in the ServiceNow Knowledge Base:

ServiceNow Knowledge Base template code for our Troubleshooting articles

Here is our Troubleshooting template code:

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