What are templates?

There are two types of templates in Service Now. 

• When creating a new KB article the template you select determines what fields are available. For example, the standard template has one article body field, whereas the Question and Answer template has two article body fields. 
• The second type of template is available once a KB article has been created. These templates are applied to the fields of an existing article, filling in the article fields. This article is about this type of template.

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:

• KB article number for the article you'd like us to create a template of
  • You can also provide a file or link to a document if it is not in already in a KB article
• Do you want to make the template global and accessible to everyone? (Yes/No)
  • By default templates are only available to their creator.
• If you would like to allow specific groups access to the template, list their names in Service Now. 

Using templates in the CSM Workspace

1. In the CSM Workspace, select List on the left navigation bar.
   
2. Under Lists, then Knowledge, select All Articles.
3. Click New in the top right corner.
   
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.
   
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.
     

Using templates in Agent View

1. Select All in the top right corner.
   
2. Enter “Knowledge” into the filter
3. Under Knowledge, click Create New.
   
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.
   
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.
     
   • To view all available templates select All Templates on the right side of the Template Bar.