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.
In (specifically Knowledge Management), creating an article involves selecting a template, drafting your content, and moving it through a review process before it is published. How to Create a Knowledge Article in Remedy remedy
Once complete, move the status to or Publish Approval . Add relevant and categorizations to make the article
: 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. How to Create a Knowledge Article in Remedy
Assign the to control who can see the article (e.g., Internal vs. External/Customer-facing).