Create a knowledge article for a work order template

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read

    • You can add knowledge articles and guides (such as installation guides, maintenance procedures, and checklists) to the default knowledge base for hardware, software, and consumable templates.

    Before you begin

    Role required: wm_admin or model_manager

    Procedure

    1. Navigate to one of the following:
      • Product Catalog > Templates > Work Order Templates
      • Field Service > Catalog & Knowledge > Work Order Templates
    2. Click New.
    3. Fill in the fields on the Work Order Template form, as appropriate.
      Table 1. Work Order Template form
      Field Description
      Request information
      Name [Required] Unique and descriptive name for this template.
      Short description [Required] Content that is copied into the Short description field of a work order when this work order template is used. The exception to this is a work order created from an incident, problem, or change request, which always uses the short description of the source task, even when a template is applied.
      Description More in-depth description of the purpose of the template.
      Checklist template Select a checklist template to add a checklist to the work orders created from this work order template. For information on checklists, see Checklists.
      Workflow The workflow for work orders created from this template.
      Qualification group The qualification group for work orders created from this template.
      Task information
      Task type The type of task to create. The default is Work Order Task.
      Name Unique and descriptive name for this task. As you start to type the description of the task, fields for your next task appear.
      Description A description of this task.
      Parts and quantities Parts requirements and quantities, as needed. If you selected Part requirements are not needed by agents on the Field Service Configuration screen, the Parts and quantities fields are not displayed.
      Note:
      Select the Mandatory check box in front of all the parts that are required to perform the work order task.
      Dispatch group The dispatch group used to select the individuals who will fulfill the task. By default, ServiceNow filters the list of available dispatch groups by their proximity to the work order task location. When the work.management.limit.location property is set to false, the system displays all dispatch groups for selection, without any consideration of location. If only one dispatch group is available for a work order task in any location, ServiceNow automatically enters that group in this field. If the Field Service will not use the dispatch queue option is selected in the Field Service Configuration screen, this field is not displayed.
      Depends on Identifies the task of tasks that must be completed before this task can be performed. You cannot make an entry in the first task until you have created subsequent tasks.
      Checklist template Select a checklist template to add a checklist to the tasks created from this work order template.
      Work Type The type of work to be performed by an agent or crew to complete the task.
      • Break Fix
      • Install
      • Planned Maintenance
      For more information, see Create work types for a work order task.
      Needs Crew Indicator of work type associated with work order tasks that requires a group of agents to work on it. Administrator or Initiator can select or clear this option.

      Any hardware, software, and consumable assets you create and assign to the new template are displayed in the Knowledge related list on the template record.