Our troubleshooting articles are probably the articles you are most familiar with. It's our standard break/fix template. When we were putting together the template, we wanted to make sure we covered the questions and needs of our target audience, you.

As a user looking to troubleshoot an issue, you go through 3 steps: Finding a possible solution, confirming that this is the issue you are experiencing, then determining your next steps to resolve. To make sure we covered our bases, we included a description section, symptom section and a section for resolution.

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Article Title

Problem

---

Enter the problem description here.

Symptoms

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Determine the customer's problem from their perspective. Include a list of symptoms that the customer has experienced and describe the symptoms like a customer would.

• Symptom
• Symptom
• Symptom

Cause

---

Provide a brief, high level description of what the causes of the problem are. Please be sure to not to divulge any proprietary information.

Resolution

---

Provide an overview of what the resolution is and why it resolves the issue. Then provide detailed steps to perform the required actions.

To accomplish action A:

1. Step 1
2. Step 2
3. Step 3

Note: Notes are added to emphasize points, remind users of something, or indicate minor problems that could arise as a result of executing the steps in the article.

Warning: A warning should be used when corruption, data loss, or downtime is possible if instructions are not followed closely.

Tables

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You may use the following table templates in your document. To add or delete rows or columns, or to reformat your table, click the area of the table you wish to change and select the appropriate icon, Table Properties, Table Cell Properties, Insert Row Before, Insert Row After, Delete Row, Insert Column Before, Insert Column After, Delete Column, Split Merged Table Cells, or Merge Table Cells, in the table toolbar above.

Col1	Col2	Col3	Col4
Col1\_Row1	Col2\_Row1	Col3\_Row1	Col4\_Row1
Col1\_Row2	Col2\_Row2	Col3\_Row2	Col4\_Row2
Col1\_Row3	Col2\_Row3	Col3\_Row3	Col4\_Row3
Col1\_Row4	Col2\_Row4	Col3\_Row4	Col4\_Row4
Col1\_Row5	Col2\_Row5	Col3\_Row5	Col4\_Row5

Col1	Col2	Col3
Col1\_Row1	Col2\_Row1	Col3\_Row1
Col1\_Row2	Col2\_Row2	Col3\_Row2
Col1\_Row3	Col2\_Row3	Col3\_Row3
Col1\_Row4	Col2\_Row4	Col3\_Row4
Col1\_Row5	Col2\_Row5	Col3\_Row5

Col1	Col2
Col1\_Row1	Col2\_Row1
Col1\_Row2	Col2\_Row2
Col1\_Row3	Col2\_Row3
Col1\_Row4	Col2\_Row4
Col1\_Row5	Col2\_Row5

I have provided the code for two of the other common templates we use. I've changed some reference links throughout, and made some text placeholder, so you'll need to alter for your environment as necessary.

See our other templates that we use in the ServiceNow Knowledge Base:

1. Resource page template
2. Internal processes template