This documentation supports the 21.3 version of BMC Helix ITSM: Smart IT.

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

Scenario for creating a knowledge article in Smart IT

When resolving an incident ticket, a Service Desk agent could face an issue that has occurred on multiple occasions. In such scenarios, the Service Desk agent can create a knowledge article to capture the information required to resolve similar incidents, so that other Service Desk agents can use this information to resolve incidents faster.

When working on an incident related to email access issues on mobile devices, Jennie Tennyson, a Level 1 Service Desk agent, notices a substantial number of similar issues. The issue was faced by users who had recently changed their email passwords, but had not updated it on their mobile device. Creating a knowledge article based on this issue can help other service desk agents who receive similar incident requests.


If you have integrated BMC Helix Knowledge Management by ComAround with Smart IT, see the  BMC Helix Knowledge Management by ComAround Open link documentation.

To create a knowledge article

  1. To create a knowledge article to document the email access problem, Jennie Tennyson opens the incident ticket about email access problem. In the Resources tab, she clicks Search for knowledge resources. Jennie does not find any specific article related to the issue, so she clicks Create a new article. Alternately, on the Dashboard, Jennie can select Create New and then click Knowledge.


    If you are using BMC Helix Knowledge Management, you will be redirected to the BMC Helix Knowledge Management portal to create a new article. Refer to the BMC Helix Knowledge Management self-help resources for instructions about creating a knowledge article.

  2. She selects the Problem Solution template from the list displayed, reviews the format, and clicks Use selected Template.
  3. On the Create Knowledge page, she starts to enter the article title. As she types the title, since the system finds similar articles, a note is displayed.
  4. She clicks View them to view similar articles. One of the articles includes some information about email access problem. Jennie wants to include the information from that article to the one she is creating, so she clicks Copy From Article.

    The article from which she wants to copy content is displayed on the left of the screen, and the article she is creating is displayed on the right. Jennie copies the sections from the existing article to the article she is creating. After she copies the sections, she clicks Done to return to the article she is creating.

  5. After she updates the content of the article, she updates information in Article Metadata on the right pane of the Create Knowledge page. She can define values in the metadata fields such as, site, organization, and department, assign the article to self by using the Assign to me link.


    Depending on the primary company, only one of the value belonging to that primary company can be set as primary for the specific metadata attribute. If you change the primary company, the selected primary value automatically ceases to be primary. You can select any value belonging to the new primary company and mark it as primary.

  6. (Optional) She clicks the +Add New link in the Attachments section to attach files.

  7. (Optional) She clicks the +Add New link in the Related Items section to add related knowledge articles.

  8. After she has entered all the required information, she clicks Submit Changes to save the article.


While creating an anchor, you must not use any special characters or space in Anchor Name.

After creating the article, it will go through the regular article life cycle. For more information, see Knowledge Management overview Open link in the BMC Knowledge Management documentation.


Creating a link to another knowledge article

You can create a link to refer to another knowledge article by using the Link Knowledge Article option:

In a knowledge article, when you click a linked knowledge article, it opens the latest Published version of the knowledge article if your administrator sets the showPublishedLinkedArticle configuration parameter to true in the Centralized configuration.

By default, the linked knowledge article link opens the latest version of the knowledge article even if it is in Draft status because, by default the showPublishedLinkedArticle configuration parameter is set to false in the Centralized configuration

Viewing the latest created tickets in a pinned knowledge article at the top of the list

When you view a Knowledge Article, in the Tickets Using this Article panel, the latest created tickets appear at the top of the list. In earlier versions of Smart IT, the latest created tickets appear at the bottom of the list.

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