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: Choose the appropriate template (e.g., How To , KCS , Reference , or Problem/Solution ). Note that Decision Tree articles generally cannot be created or edited directly in Smart IT and must be handled in the Mid-Tier. Enter Core Details : Title : Enter a clear, searchable title.

In , select Create New > Knowledge Article from the main navigation menu. remedy

Add relevant and categorizations to make the article easier for agents to find during incident resolution. Submit for Review : Set the status to Draft initially while you work. : Choose the appropriate template (e

: Use the rich text editor to enter your solution. You can add images by pasting them directly or use the video icon to embed YouTube links . Manage Metadata : In , select Create New > Knowledge Article

To start a new article in the or Smart IT interface, follow these steps: Launch the Creator : In BMC Helix ITSM , navigate to Create New > Knowledge .