Creating and editing knowledge templates

Templates provide structure and consistent formatting for knowledge articles. To create a knowledge article, you must select a template. The Knowledge Management module provides several knowledge article templates. An administrator or a case business analyst with the Knowledge Coach functional role can create and configure custom templates. 

BMC Helix Business Workflows also enables the case business analyst to create or update styles for knowledge templates. Template styles help you to create and maintain consistent formats for different types of knowledge articles in your organization. You can either update the out-of-the-box template styles or create new styles as required. 

To create templates

  1. Log in to BMC Helix Business Workflows
  2. Click My Application Settings .
  3. Navigate to Knowledge Management > Article Templates.
  4. If you have access to multiple lines of business, from the Line of Business list, select the line of business for which you want to create a template.
    If you have access to a single line of business, the line of business is selected by default.
  5. Click Article Template.
  6. Type the name and description of the template.

  7. If you want to make the template available globally and not specific to a line of business , select Global Template.
  8. If the template is not ready for use, select Disable Template to make it unavailable. By default, a template is enabled.
  9. To add labels to the Rich Text Fields in the template, click Add Section

    Important

     You can add only up to 10 sections in the template as only 10 sections can be viewed and edited in the knowledge article.

  10. Click Save.

To edit templates

  1. Log in to BMC Helix Business Workflows.
  2. Click My Application Settings .
  3. Navigate to Knowledge Management > Article Templates.
  4. If you have access to multiple lines of business, from the Line of Business list, select the line of business for which you want to edit a template.
    If you have access to a single line of business, the line of business is selected by default.
  5. From the Knowledge Article Templates page, open the required template. You can edit the following content:

    ActionDescription
    Add a section to the selected template1. Click Add Section.
    2. In Section Title, type the name for the section.
    Change placement of a sectionHover over the  icon and drag the section to the desired location.
    Making a template unavailable for useSelect Disable Template.
  6. Click Save.

To create and update template styles

  1. Log in to BMC Helix Business Workflows.
  2. Click My Application Settings .
  3. Navigate to Knowledge Management > Article Template Styles.
  4. From the Select a template to edit pane, select a knowledge template for which you want to edit the template style. 

    Important

    Knowledge templates are grouped based on the line of business.

  5. You can perform any of the following actions on the template styles:
    • Update out-of-the-box styles—Click the styles displayed in the Template Styles pane. On the out-of-the-box template styles, you cannot perform the following actions:
      • You cannot delete a template style.
      • You cannot change the Element field value.
      • You cannot change a style name. If you want a different name for the template style, you have to create a new style. 
    • Create new styles—Click Add New Style, and complete the required fields.
  6. Save your changes.

When you create a knowledge article by using a template, you can view the defined styles for that template when you add the article content.

The following figures show an example of a new style defined for the Reference template and how it is displayed while creating a reference article:

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