This documentation supports the 20.08 version of Remedy Knowledge Management, which is available only to BMC Helix subscribers (SaaS).

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

Creating a knowledge article

This section includes information about authoring knowledge articles directly in the Knowledge Management Console, and through the consoles of integrated BMC Remedy ITSM Suite applications. BMC Knowledge Management currently shares data via integration with the following applications:

  • BMC Service Desk (includes Problem Management and Incident Management)
  • BMC Service Request Management

The following topics are provided:

User goalReference topic
Understanding the out-of-the-box knowledge article templates.

Knowledge article templates

Creating knowledge articles using the Knowledge Management Console.

Creating an article in the Knowledge Management Console

Creating knowledge articles using BMC Service Desk.

Creating knowledge articles through BMC Service Desk

Understanding the process of creating decision trees.

Creating a decision tree

Formatting knowledge article text using the rich text editing feature.

Formatting knowledge article text

Managing attachments for knowledge articles.

Adding and deleting attachments

Inserting hyperlinks to external websites, other knowledge articles, and bookmarks to knowledge articles.

Inserting hyperlinks

Inserting images into knowledge articles as links or as embedded images.

Inserting images

Creating numbered or bulleted lists.

Creating lists

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