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.

Setting up custom knowledge management templates with Smart IT

Custom knowledge article templates or knowledge sources created in Knowledge Management are automatically available in 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 practice

    We 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 forForm nameFields to update
Template (or source)RKM:KnowledgeSourcesExtension
  • Source Name English — English source name
  • Source Name — Localized name of the type of the Knowledge source.
    This would be displayed on the template selection screen.
    For example, How To
  • Source GUID —This field will be auto-populated with the unique ID
    of the source as on RKM:KnowledgeSources form
    for the corresponding template.
  • Source Description — Localized description of the type of knowledge
    source. For example, for the How To template, the description states:
    The How To template enables you to create knowledge articles
    to provide step-by-step instructions to complete a task.
  • GUID — auto-generated unique ID for the current record 
    saved that is generated when you save the record.
  • Locale — Select the locale for which this information is to be used.
Template fieldsRKM:SourceFieldExtension
  • Source Name English — Same as the earlier form.
  • Knowledge Source Name –- Localized source name (as above)
  • Source Field Name — English name for the indexed field included in
    the knowledge source
  • Source Field Label — Localized label of the field
  • Source Field ID — Actual ID of the field on the template form.
  • Source Field Description — Localized description of the field on the
    template. This is an RTF field, and content can be formatted using
    html tags. This description should help users understand the inputs
    required for this field.
  • Field Order — You can define the order in which the fields should be
    displayed on the source template in Smart IT. If this field is not
    populated, a random order is used.
  • GUID — Auto-generated unique ID for the current record
  • Source Field GUID — Auto-populated unique ID field of the
    field as on the RKM:SourceFields form.
  • Locale — Select the locale for which this information is to be used.


  • 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.
  • If you register a custom knowledge article template from the Manage Knowledge Sources Registration wizard and try to create a knowledge article using this custom template in locales other than English, then you must add locale-specific entries manually in the RKM:KnowledgeSourcesExtension and RKM:SourceFieldExtension forms.
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