Creating and editing knowledge templates

To create templates

1. Log in to BMC Helix ITSM or BMC Helix Business Workflows.
   • (BMC Helix ITSM) Click Application launcher   > Knowledge Management > Settings .

   • (BMC Helix Business Workflows) Click Settings .

2. Expand Knowledge Management and click Article Templates.
   If you have access to multiple lines of business, from the Line of Business list, select the line of business for which you want to create a template. If you have access to a single line of business, the line of business is selected by default.
3. Click +Article Template.
4. Type the name and description of the template.
5. If you want to make the template available globally and not specific to a line of business, select Global Template.
6. If the template is not ready for use, select Disable Template to make it unavailable. By default, a template is enabled.

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

8. Click Localize to add localized content for the section title.
9. Click Save.

To edit templates

1. Navigate to Knowledge Management > Article Templates.
   If you have access to multiple lines of business, from the Line of Business list, select the line of business for which you want to edit a template. If you have access to a single line of business, the line of business is selected by default.

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

   Action	Description
   Add Section	Click to add a new section.
   Change the placement of a section	Hover over the  icon and drag the section to the desired location.
   Disable Template	Make a template unavailable for use.
   Localize	Click to add localized content for the template name, description, and section title.

3. Click Save.

To create and update template styles

1. Navigate to Knowledge Management > Article Template Styles.

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

   Warning

   Important

   Knowledge templates are grouped based on the line of business.

3. 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.
4. 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: