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]

Hi all and thanks for keeping this thread updated.

Unfortunetly it's not what I'm looking for since there is now way to use references in the templates.

Basically what I'm looking for is if I enter a unique identifier for a CI, I wan't to display data from that CI in a form of a template where all the fields should be. 
Sort of like having access to the CI direct in CMDB but the ability to add more info/comments of that CI.

[Lucas Vieites · Accepted solution]

Hi Henrik,

I think I understand what you are looking for, but that's not easily possible in a base system (out-of-box). Knowledge Management is not related to CMDB by default, so this will need a fair deal of customization.

Perhaps you could use the existing relationship between cmdb ci's and KB articles defined in [m2m_kb_ci], see this other thread with a little more information Is there a way to view the Knowledge article linked to a CI in the Configuration Item record?

[Henrik Jutterst]

Hi.. Yes you are correct.. I just wanted to see if anyone knew if there was a way to do this fairly OOTB.

Maybe should send this as a featured request to ServiceNow and hope for the best.

Have a good day Lucas.

[Ryax]

Hi ilze,

Did you ever find a way to do this? I'm looking to do the same for our organization. 

Regards

Rich