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!

[Henrik Jutterst]

Thanks Lucas for the quick reply. I'll take look in the community and see what I can find.

Kind Regards

/Henrik

[Gaurav Bajaj]

Hi Henrik,

You can fetch the values with onChange Client Script and GlideAjax once you select the configuration item.

Once you receive the response from the server regarding details of CI item. you can embed those field values in the template text you have created in HTML format and it will be automatically displayed there.

Please let me know for any clarification.

Thanks

Gaurav

[Henrik Jutterst]

Thank you. That sounds promising. I'll have to dig a little deeper. But I assume that I can't have that filed in the template area then and may need to have an other way for system documentation.

[ilze]

Hi henrik

I know this has been a few years old.. But I am busy at a customer and they want to enhance their Knowledge Article form.. So it looks like you have a bit of experience on what is best.. So number one they aren't happy with the word option of the article and would almost want to have predefined fields in order to guide the people who is entering the knowledge to make sure it is captured in the same format but also covering the relevant information.. So is templates the way to go or what would you recommend? Would love to hear some cool ideas please.  Thanks

[Lucas Vieites]

Hi Ilze,

if you are on a newer release, like Madrid, you can profit from the default templates like documented in Knowledge article templates. These are customizable, so I'm sure you'll find a way to fille your customer's requirements.

Kind regards,
Lucas Vieites
P.S. If my reply helped you, please mark it as helpful or correct so other community members can benefit from this information.