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How to Create Articles in Helix ITSM Knowledge Management

RightStar TeamMarch 19, 2024

BMC Helix ITSM Knowledge Management

BMC Helix ITSM includes robust knowledge management capabilities; it is compliant with knowledge-centered services (KCS) standards. 

Please watch this 10-minute video for an in-depth tutorial on how to create a knowledge article from scratch:

YouTube player

Step-by-Step Guide to Create a BMC Helix ITSM Knowledge Article

Step 1

Start off in SmartIT, looking at the tickets. Under Console, click on Knowledge Console.

Then Create New > Knowledge.

Step 2

You’ll see templates. These are the out-of-the-box templates. You can also create additional templates.

Click on How To template.

Step 3

Fill in the Title, Question, and Answer fields.

You can copy graphics/images into the answer field or upload them. You can also embed videos in the answer section. Simply copy the URL of the video and click the embed image icon from the text controls. The text controls allow you to format your text just like any other Word document. 

Step 4

Once you have filled in all your fields, you can click on the Add Metadata action to the right. Here, you can edit visibility, authors, assignees, and more. You can also add keywords and categories that are useful for searching. 

Step 5

Hit submit. In accordance with KCS standards, this article will be sitting In Progress. This can mean that you are still working on it or waiting for approval. The article has not entered any authoring process yet.

Step 6

Move the article into Draft when ready. This will notify the appropriate people.

Save the article. 

Step 7

Hit Publish once approved. There may be an approval process setup that can keep the article from publishing. 

If Auto-Approval is Enabled in the Configuration Rules, then your article with automatically publish.

Save and you’re done. You can then search for your article.

For additional information, including how to set up approval rules for knowledge, please see the documentation: https://docs.bmc.com/docs/km221/home-1117624145.html 

Please contact RightStar ([email protected]) if you have any questions!

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