This documentation supports the 9.1 version of Remedy IT Service Management Suite.

To view the latest version, select the version from the Product version menu.

Managing knowledge article templates

This section describes procedures and provides recommendations for creating new knowledge article templates. BMC Knowledge Management provides the following knowledge article templates out of the box:
  • Decision Tree
  • How To
  • Known Error
  • Problem Solution
  • Reference
  • KCS Template

Creating knowledge article templates

You can create new knowledge article templates that suit your company requirements. For example, if your knowledge base includes articles in the format of Frequently Asked Questions (FAQs), you may want to create an FAQ knowledge article template.

Recommendation

Scenario — Your knowledge base contains an existing FAQ form that is not one of the out of the box templates. You want to turn this form into a knowledge article template, so knowledge users can create new FAQ articles using a pre-defined template. You also want to be able to manage the form's records as knowledge articles with metadata and lifecycle management.

  1. In the Developer Studio, open the existing FAQ form.
  2. Modify the form's layout for better display as a knowledge article.
    You can create a new view and modify the layout as required. Verify that required fields are set with default values or set them to optional.
  3. Register the form as described in Registering AR forms.
    1. Before registering, make sure the form complies with the prerequisites for registering AR forms. See  Prerequisites for AR form registration.
    2. In the Welcome panel, select Knowledge Base Item > AR Form.
    3. In the Source panel, specify the View Name and select Life Cycle Management.
      After registration, all the form's records automatically become FAQ type knowledge articles with metadata and lifecycle management.

To create a new template

  1. In Developer Studio, create a new Regular AR form.

    Tip

    You can quickly create a new form by opening the regular form of one of the templates provided out of the box and saving it under a new name. For example, open the RKM:HowToTemplate to create a new how to form.

  2. Add fields and design the template as required.

    Tip

    To avoid unnecessary scroll bars, copy the form's measurements from one of the templates provided out of the box.

  3. Register the new form as described in Registering AR forms.
    1. Before registering the new form, make sure it complies with the prerequisites for registering AR forms. See Prerequisites for AR form registration.
    2. In the Welcome panel, select Knowledge Base Item > AR Form.
    3. In the Source panel, select Life Cycle Management.
      After registration, you can change the form's user interface, but if you add new fields and mark them for indexing or as relevancy fields, or change the form permissions, you will need to modify the knowledge source as well. For more information, see Modifying knowledge sources

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Comments

  1. Oludare Ogunmadewa

    I am unable to "Export to PDF" using the wheel icon from this page, using "BMC Standard" as template and "This page and its children" as contents.  Other document pages works fine from my IE11.  Any idea what's causing the issue?

    Jul 24, 2017 06:37
    1. Amol Ketkar

      Hello Oludare,

      Thank you for your comment.

      For sake of confirmation, we re-checked on IE11 and PDF can be exported for this page.

      Please once check with clear cache,or cookies.    

      Aug 28, 2018 06:07