This documentation supports the 20.02 version of Remedy with Smart IT.

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

Creating knowledge articles for sharing information

In Smart IT, you can create knowledge articles that talk about how you resolved an issue. It helps other service desk agents to quickly resolve similar issues by referring to these knowledge articles. You can create all known types of knowledge articles by using the pre-defined Knowledge Management templates available in Smart IT, except Decision Tree type of articles and any custom templates you defined for Knowledge Management.

You must have Knowledge Management installed to create knowledge articles in Smart IT.


You follow a knowledge article if you have created the article. Refresh your screen as it may take a few minutes to reflect the 'Follow' status.

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