Setting up custom knowledge management templates with Smart IT
Custom knowledge article templates, or knowledge sources, created in BMC Knowledge Management are automatically available in Remedy with Smart IT. However, there are some limitations to the custom templates:
- Users can access only Attachment and Character fields
Validations for required fields is not implemented. If a custom template has mandatory fields, Smart IT does not provide a way to identify them.
Best PracticeWe recommend that you populate all fields displayed on the template.
Knowledge article templates displayed when you choose to create a new knowledge article in Smart IT, display a short description of the template, and of each field included in the template.
The following forms allow you to add these descriptions for custom templates:
|Add description for||Form name||Fields to update|
|Template (or source)||RKM:KnowledgeSourcesExtension|
- Source Name English must be in English. For other locales, select a locale and add enter locale specific values for each field.
- If you want to set up custom templates with fields to be displayed in the article, that are not indexed, you must add the entries to the RKM:SourceFields form manually instead of using Knowledge Source Registration wizard.