This documentation supports the 20.02 version of Remedy Knowledge Management.

To view an earlier version, select the version from the Product version menu.

Creating an article in the Knowledge Management Console

Creating a knowledge article requires the Knowledge Submitter, Knowledge User, or Knowledge Admin permission. For more information about these permissions, see User permissions. To learn about the roles that are associated with these permissions, see Functional role.

Best practice

In addition to the necessary permissions, the Assignment availability option in your People record must be set to Yes for you to be able to create new knowledge articles.

To create a knowledge article in the Knowledge Management Console

This topic applies only to the How To, Known Error, Problem Solution, and Reference templates. For information about creating a Decision Tree article, see Creating a decision tree.

  1. In the IT Home page, click Knowledge Management > Knowledge Management Console.
  2. Under Functions, click the Create icon, or click New Article.

  3. In the Create Knowledge dialog box, select the required template from the list and click Create.
    For more information, see Knowledge article templates.

  4. In the Content tab of the Knowledge article page, enter the appropriate information in the rich text fields.

    1. You can type directly into a field, or you can click the edit icon at the top right corner of the field to view the rich text editor with expanded functionality. Some fields have an internal editing toolbar, which you can open by double-clicking inside the text box. For more information about using the rich text editor, See Related topics.

    2. You can also use the View HTML Source option to toggle between entering rich text and HTML code in the text boxes.

      Note: The following limitations apply to the HTML authoring feature:

      • The HTML editor appears as a popup dialog when you select the rich text field that you want to edit. If you click outside the work area on the knowledge article console, the popup dialog closes. To access the HTML editor again, you must select a different rich text field before returning to the one that you want to edit. This also applies if you click the Close button in the popup dialog box.
      • If you launched the HTML editor dialog box by clicking the button at the top right corner of a text field, the rich text editor dialog box opens when you close the HTML editor dialog box

  5. Assign the article to a user.
    For more information, see Assigning a knowledge article.

  6. Assign the article to a visibility group. For more information, see Managing knowledge article visibility.


    If you do not specify a visibility group, the article will be visible only to the Author, the Assignee, and others members of the support group that the Assignee belongs to.

  7. Click the Details tab, and enter the necessary information to add metadata to the article.
    For more information, see Managing knowledge article metadata.

  8. (Optional) Click the Search for Duplicates link in the Quick Actions menu to perform a search for knowledge articles that have similar titles or content.

  9. (Optional) Click Preview to see what the knowledge article will look like when it is published.

  10. (Optional) Add the article to your watch list, if you want to monitor it. For more information about watch lists, see Using watch lists.

  11. (Optional) If you are ready, promote the knowledge article from the In Progress status to the Draft status.
    On the Status Flow Bar, click the drop-down menu in the highlighted In Progress segment, and select Draft. The In Progress segment of the Status Flow Bar should appear highlighted.

  12. Click Save.

Related topics

Formatting knowledge article text
Inserting hyperlinks
Inserting images
Recommendations for registering knowledge sources

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