Creating and editing knowledge templates

Templates provide structure and consistent formatting for knowledge articles. To create a knowledge article, you must select a template. The Knowledge Management shared application provides several knowledge article templates. An administrator or a case business analyst with the Knowledge Coach functional role can create and configure custom templates. 

BMC Helix Business Workflows also enables the case business analyst to create or update styles for knowledge templates. Template styles help you to create and maintain consistent formats for different types of knowledge articles in your organization. You can either update the out-of-the-box template styles or create new styles as required. 

Before you begin

To associate knowledge templates with knowledge sets, ensure that knowledge sets are created. Knowledge templates inherit permissions from the knowledge set with which the templates are associated.

• For more information about how knowledge sets work, see Knowledge-sets-and-knowledge-templates
• For more information about creating knowledge sets, Creating-knowledge-sets.
• For information about out-of-the-box knowledge templates, see Knowledge-sets-and-knowledge-templates

To create templates

1. Log in to BMC Helix Business Workflows
2. Click Settings .
3. Navigate to Knowledge Management > Article Templates.
4. Click New Article Template.
5. Type the name and description of the template.

6. In Knowledge Set, select the knowledge set with which you want to associate the template. 

   Note

   Only those knowledge sets relevant to the Digital service application for which you are creating knowledge article templates are available for selection.

   One template can be associated with only one knowledge set

7. In Organization, the name of the organization is populated automatically based on the knowledge set selected in the preceding step.
8. If the template is not ready for use, select Disable Template to make it unavailable. By default, a template is enabled.

9. To add labels to the Rich Text Fields in the template, click Add Section. 

   Note

    You must add only up to 10 sections in the template as only 10 sections can be viewed and edited in the knowledge article.

10. Click Save.

    Note

     After saving, you cannot modify the knowledge set and RTF field IDs.

To edit templates

1. Log in to BMC Helix Business Workflows.
2. Click Settings .
3. Navigate to Knowledge Management > Article Templates.

4. From the Knowledge Article Templates page, open the required template. You can edit the following content:

   Action	Description
   Add a section to the selected template	1. Click Add Section. 2. In Section Title, type the name for the section.
   Change placement of a section	Hover over the  icon and drag the section to the desired location.
   Making a template unavailable for use	Select Disable Template.

5. Click Save.

To create and update template styles

1. Log in to BMC Helix Business Workflows.
2. Click Settings .
3. Navigate to Knowledge Management > Article Template Styles.

4. From the Select a template to edit pane, select a knowledge template for which you want to edit the template style. 

   Note

   Knowledge templates are grouped based on the knowledge sets.

5. You can perform any of the following actions on the template styles:
   • Update out-of-the-box styles—Click the styles displayed in the Template Styles pane. On the out-of-the-box template styles, you cannot perform the following actions:
     • You cannot delete a template style.
     • You cannot change the Element field value.
     • You cannot change a style name. If you want a different name for the template style, you have to create a new style. 
   • Create new styles—Click Add New Style, and complete the required fields.
6. Save your changes.

When you create a knowledge article by using a template, you can view the defined styles for that template when you add the article content.

The following figures show an example of a new style defined for the Reference template and how it is displayed while creating a reference article:

Related topics

Creating-knowledge-sets

Creating-and-publishing-knowledge-articles