Can we change the knowledge article template?how?

[jananiv]

Hi ,

How can we change the knowledge article template?

Thanks

janani

[JohnJasinski]

Easy .....

Creating a Template - ServiceNow Wiki

and suggest you consider gaining awareness of the Knowledge Centric Support Model (KCS Plugin).

Suggest you strongly consider turning it on - NOW!

Keep up the good work!   🙂  

[jananiv]

Thanks for your response, but am confuse on this text.Whenever i create a new article by default i can see the "text which is given by our customer" .Attached the screenshot

[robpickering · Accepted solution]

Jen,

To change the base "Create New" Knowledge Base Article Template:

1. As an admin, access System Definition > Templates
2. Filter the list on Table, searching for *kb
3. You should see a list of the Knowledge Base Article templates (you'll probably only see one, we have several)
   
   
4. Click on "New article" and edit it to suit your needs

The next time you click "Create New" under the Knowledge application, your new template will be used.

If you'd like to have different templates, then just create new ones in the same area, on the kb_knowledge table.   Then to access them you'll "Create New" on an article, then right-click the header to access the contextual menu, select Templates > Apply Template and select the template you want to use.   The current body of the article will then be deleted and replaced with the Template you selected.

Hope that helps!

-Rob

[Noelinho1]

Thanks for the answers but is it possible to change the article's template when it's been created off an Incident? 

Steps...

- During resolution of an Incident, click the checkbox 'Knowledge'

- Close the incident

- Draft KB article is created using the 'Standard' template

- When you open up the draft KB article, it doesn't seem like you can change the template once its been created.

Please advise.