Applying Templates to newly created KB articles


Table of Contents

What are templates?

There are two types of templates in Service Now. 

Request a template

If you would like to create a template for your team to use, you can send a request to DIT's Knowledge Management team at km-webteam@umd.edu with the following information:

Using templates in the CSM Workspace

  1. In the CSM Workspace, select List on the left navigation bar.
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  2. Under Lists, then Knowledge, select All Articles.
  3. Click New in the top right corner.
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  4. A window will appear, enter the Knowledge Base and select a Template.
    • The template here structures the Article Body and does not add in content.
    • NOTE: All available Knowledge Management created templates are for the Standard template.
  5. Click Create Article.
  6. On the right side, select Templates.
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  7. Choose the desired template and it will be applied to the empty KB article.
    • A small window will appear showing what fields were set. Click Show more to see all the details.
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Using templates in Agent View

  1. Select All in the top right corner.
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  2. Enter “Knowledge” into the filter
  3. Under Knowledge, click Create New.
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  4. Select knowledge base and article template.
    • The template here structures the Article Body and does not add in content.
    • NOTE: All available Knowledge Management created templates are for the Standard template.
  5. Click next.
  6. Fill out the article exactly how you want the template to be.
  7. To the left of Save in the top right corner, select More options.
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  8. Click Toggle Template Bar.
  9. The Template bar will appear on the bottom of the window. Select a Template from the bar to apply to the article.
    • A small window will appear above the articles fields. Click See Details to see what fields were adjusted by the template.
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    • To view all available templates select All Templates on the right side of the Template Bar.
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