BMC Remedy Knowledge Management 7.6.04 User Guide

BMC Remedy Knowledge Management 7.6.
04
User Guide
January 2011
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Before contacting BMC Software

Have the following information available so that Customer Support can begin working on your issue immediately:
Product information Product name Product version (release number) License number and password (trial or permanent)
Operating system and environment information Machine type Operating system type, version, and service pack System hardware configuration Serial numbers Related software (database, application, and communication) including type, version, and service pack or maintenance level
Sequence of events leading to the problem Commands and options that you used Messages received (and the time and date that you received them) Product error messages Messages from the operating system, such as file system full Messages from related software
License key and password information

If you have a question about your license key or password, contact Customer Support through one of the following methods:
E-mail customer_support@bmc.com. (In the Subject line, enter SupID:<yourSupportContractID>, such as SupID:12345.) In the United States and Canada, call 800 537 1813. Outside the United States and Canada, contact your local support center for assistance. Submit a new issue at http://www.bmc.com/support.
Contents
Preface Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Best practices and Calbro Services examples. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Online help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Related documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Chapter 1 Introducing BMC Remedy Knowledge Management 7 8 8 8 9
11 12 13 13 13 13 17 18 18 20 21 21 22 24 25 25 30 31 32 37 38 38 41 42 42 43 43 43
5
IT Home page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . All Knowledge Articles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Knowledge Management Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Search Knowledge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Navigating consoles, forms, and modules. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A word about knowledge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Article life cycle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Before publishing an article . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . After publishing an article . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Status groups and types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Status groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Status types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Status transition workflows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . User permissions for changing statuses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Functional roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Visibility groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Chapter 2 Working with the Knowledge Management Console
Functional areas . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Creating custom search filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Modifying your profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Receiving notifications about changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Chapter 3 Creating and editing articles
Creating knowledge articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Adding attachments, links, and images . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Inserting attachments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Inserting links. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Inserting images. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents
Creating decision trees. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44 Editing knowledge articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 Chapter 4 Searching for knowledge 47
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 Accessing the search page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 Using knowledge search guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49 Performing simple searches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50 Performing advanced searches. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50 Best practice example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 Advanced Search parameters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 Search results. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55 Knowledge types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 Search result relevance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 Working with search results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 Chapter 5 Working with knowledge articles 57
Overview and functional areas. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58 Assigning visibility groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63 Creating and viewing feedback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64 Working with update requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64 Knowledge Management Console. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65 Update Requests tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65 Best practice example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66 Creating update requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67 Working with update requests. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68 Working with relationships . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68 Searching for knowledge articles to relate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68 Creating relationships . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69 Viewing related articles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69 Removing relationships . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70 Assigning articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71 Setting the current assignee . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71 Automatic assignment. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72 Setting and viewing review dates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73 Viewing history. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73 Working with Watch Lists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74 Best practice examples. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74 Watch List tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75 Managing Watch List rules. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75 Revising knowledge articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76 Sending cancellation requests. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77 Sending knowledge articles in email messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78 Using the Email Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79 Changing article statuses. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79 Index 81
User Guide
Preface
The BMC Remedy Knowledge Management application provides a framework for creating, publishing, reviewing, and searching knowledge articles. The application provides service desk analysts with a knowledge base of easy-to-find solutions and gives users self-service search options to help them resolve issues on their own. BMC Remedy Knowledge Management helps organizations maintain what their employees, partners, and customers know and reuse this knowledge to gain value. Knowledge, typically composed of different types and formats, is stored as separate knowledge articles contained in a knowledge-based repository. Storing knowledge articles in a repository allows control and life cycle management. The authoring process enables authorized users to use rich HTML authoring and extensive editing tools to create and maintain interactive, template-based knowledge articles and manage the knowledge article life cycle within a defined sequence of stages. Powerful index and search capabilities across multiple sources, including incidents, problems, and known errors, enable users to search the repository and locate the requested knowledge. The robust search engine allows users to search for solutions using natural language or Boolean searches. BMC Remedy Knowledge Management shares a common foundation with BMC Remedy IT Service Management (BMC Remedy ITSM) and BMC Service Request Management. All applications are built on BMC Remedy Action Request System (BMC Remedy AR System). BMC Remedy Knowledge Management leverages foundational elements, such as notification and e-mail, of the integration platform to simplify and reduce management costs. BMC Remedy Knowledge Management runs on the (BMC Remedy AR System) and consumes data from the BMC Atrium Configuration Management Database (BMC Atrium CMDB).
Preface
BMC Remedy Knowledge Management 7.6.04
Audience
This guide is intended for IT personnel who use BMC Remedy Knowledge Management to create, publish, review, and search IT knowledge articles. Application administrators who configure and administer the application will also find this guide helpful. Access permissions and viewing entitlements to knowledge articles and their metadata, and the ability to perform certain tasks, are defined according to user roles.
Best practices and Calbro Services examples

Best practices are examples of processes or approaches that BMC has identified as the most effective way to use certain features. The Best Practice icon highlights the location of best practice examples in this guide. A fictional company named Calbro Services helps explain how BMC Remedy Knowledge Management principles and procedures are used in practice. Although Calbro Services is a fictional company, it is based on research of actual BMC customers. These examples contain common use cases that you might typically use. Learning how Calbro Services uses knowledge management functionality should prove useful as you use BMC Remedy Knowledge Management in your own environment. Although Calbro Services user personas illustrate the use cases, no references are intended toward specific data or real-life users. For detailed information about Calbro Services user data and roles, see the BMC Remedy Service Desk: Incident Management User Guide.
Online help
BMC Remedy Knowledge Management provides a set of localized HTML help files that you access by clicking the Help link. Context sensitive help is available in the following pages:

Knowledge Management Console Update Requests Knowledge Article Relationships Feedback Article History Article Revisions
User Guide
Related documentation

Create Knowledge Knowledge Search Manage Watch List Watch List
Related documentation
The following table lists the documentation available for BMC Remedy Knowledge Management. Unless otherwise noted, online documentation in Adobe Acrobat (PDF) format is available on product installation DVDs, on the Customer Support website (http:// www.bmc.com/support), or both. You can order printed documentation from the Customer Support website.
NOTE
To access the Customer Support website, you need a support contract.
Title BMC Remedy Knowledge Management Release Notes BMC Remedy Knowledge Management Installation Guide BMC Remedy Knowledge Management Administration Guide
Document provides
Audience
Information about new features, and resolved and Everyone known issues. Procedures for installing the application. Procedures for administering and configuring the application. Administrators Administrators
Preface
10
User Guide
Chapter
Introducing BMC Remedy Knowledge Management

This section provides a high-level overview of the BMC Remedy Knowledge Management product. The following topics are provided:

IT Home page (page 12) A word about knowledge (page 17) Article life cycle (page 18) Status groups and types (page 21) Status transition workflows (page 24) User permissions for changing statuses (page 25) Functional roles (page 25)
Chapter 1
11
IT Home page
The IT Home page is the BMC Remedy IT Service Management (BMC Remedy ITSM) gateway to all applications to which you have permissions. The IT Home page opens with a display of a links panel on the left side and a main Overview Console panel on the right side. When you click the plus sign icon at the top right of the IT Home page four smaller panels open. One of these panels is the originally opened Overview Console. The content of the other three panels varies according to the options that you choose from the Show list at the top of each panel. The options available for BMC Remedy Knowledge Management are:

All Knowledge Articles Knowledge Management (KM) Console Search Knowledge
The following figure illustrates the functional areas of the IT Home page.
Figure 1-1: IT Home page and its functional areas
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User Guide
IT Home page
All Knowledge Articles

The All Knowledge Articles panel shows a pie chart distribution of all the articles by status with a company filter. A key to the different colors is shown on the right of the panel. When you click in a specific area, a window opens, displays all the articles with the selected status. By default, the new view opens to the article with the highest Article ID number.
Knowledge Management Console

The Knowledge Management Console panel displays articles according to the Company and View By filters that you select. Clicking a specific article opens it. See Chapter 2, Working with the Knowledge Management Console.
Search Knowledge
You use the Search Knowledge panel to perform a simple search for all articles that contain the words you enter. Clicking on one of the returned results opens the article. See Chapter 4, Searching for knowledge.
Navigating consoles, forms, and modules

This section describes how to navigate around BMC Remedy ITSM consoles, forms, and modules. In most cases, when you open consoles, forms, and modules from the IT Home page, they open inside the IT Home page view. Similarly, if you open a form from a console, the form replaces the console in the view. If you open a related record from a form, the related record opens in the view that was occupied by the form. For example, if you are working with a problem investigation (the "parent" record) and from the parent record you open a related knowledge article, the knowledge article replaces the parent record in the view. To help you keep track of the records you are viewing and to help with navigation, there is a breadcrumb bar across the top of the view field.
NOTE
Not all of the consoles, forms, and modules open in the view area. For example, CI records open in a new window. When a console, module, or form opens in a window, it is not added to the breadcrumb bar. The breadcrumb bar contains links to the records that you opened from the parent record. When you open a record, the breadcrumb trail expands along the breadcrumb bar to the right, with the new link. If there are more than six links in the breadcrumb trail, arrows appear at one or both ends of the bar that let you scroll back and forward on the bar to see links not currently in the view.
Chapter 1
13
The first link in the breadcrumb trail indicates the place from which you started. It can be a console or a form. For example, if you open a change request record directly from the IT Home page, the first link in the breadcrumb trail takes you to the change request. The last link corresponds to the record currently in the view. If you open a link to the left of the record currently in view, the system truncates the breadcrumb trail to that link. The history is retained, however, so you can use the back and forward arrows in the navigation controls to move through the bar one record at a time. There is also a history of your most recently viewed records, which you can use to move directly to a record. Click the down arrow to open the history list.
NOTE
The Forward button is only visible after you move back down the breadcrumb bar by opening a link to a record that you previously viewed.
Figure 1-2: The breadcrumb navigation buttons and bar
If you are viewing a record from the middle of the breadcrumb trail and then branch off to another parent-type record, the system removes the forward breadcrumb trail from the point where you branched off and starts a new history from there, using the new parent-type record as the starting point. For example: You open a problem investigation, then open a related incident request, and from the incident request you open a related change request. If you go back to the incident request record and then open a second problem investigation, the breadcrumb bar no longer contains a link to the change request. The breadcrumb trail now shows the original problem investigation, the incident request, and the second problem investigation. It then shows any related records that you subsequently open from the second problem investigation. When you close the parent record, the system removes the breadcrumb history.
What happens to data as I move back and forth on the breadcrumb trail?
If you are entering information into a record and open another record from the breadcrumb trail, the system prompts you to save the work, if you have not done so. If you do not save the information, the system does not preserve it on the record and you must re-enter it later. If someone updates a record on your breadcrumb trail that is not currently in the view, those changes are visible to you when you open the record again.
14
User Guide
IT Home page
How does the breadcrumb trail behave with forms in Search mode?
If you run a search from a form that is in Search mode, the last entry in the breadcrumb trail is the name of the form. When you open a record from the search results table, that record does not appear in the breadcrumb trail. However, if you drill down through that record to open other related records, those related records will appear in the breadcrumb trail. To return to the originating record, use the history list.
NOTE
All of the records that you open from a form in Search mode are added to the history list. To return to the results table, click the name of the form in the breadcrumb trail.
Can I force a second window to open?

If you press the Shift key and then double-click a record entry in a console or in any table, the record opens in a second window. Also, if you hold the Shift key and click a link, button, and so on, the form or dialog box associated with the link or button opens in another window.
NOTE
If there is a record in the history list that you want to open in a second window, press the Shift key and then double-click the entry.
Consoles, forms, and modules that do not open in a new window

Not all of the consoles, forms, and modules open in the IT Home page's view. The consoles, forms, and modules in the following list open in a new window. If you open one of these from the IT Home page, any unsaved changes to the IT Home page are lost.
TIP
Before you open any of these consoles, forms, or modules, save the changes to the IT Home page that you want to keep.

BMC Remedy Asset Management, except for the Asset Management console. BMC Action Request System Administrator All BMC Atrium applications Application Administration BMC Service Level Management All Service Request Management entry points, except for Work Order
Chapter 1 Introducing BMC Remedy Knowledge Management 15

Analytics Service Management Process Model
16
User Guide
A word about knowledge
A word about knowledge

Knowledge that can be captured and structured for reuse is a key asset of support organizations and departments. BMC Remedy Knowledge Management provides a single, centralized, self-service knowledge base for creating, organizing, categorizing, using, updating, and managing structured, consolidated knowledge. Different user roles provide different levels of authority in the system. Knowledge accessibility, page elements, and tasks are restricted according to user permissions. Knowledge is stored in units known as knowledge articles (articles). Each article captures an issue and, using the appropriate predefined template, documents the experience of solving a problem, providing referential information, describing a process, or answering a question. Once captured, article content can evolve and be improved over time, based on user demand and usage. An articles maintenance might continue indefinitely as the knowledge evolves. Users can submit feedback that might include suggestions for updating or improving the article, rate its content, and indicate whether or not the article was useful. Content that becomes irrelevant, misleading, inaccurate, or inappropriate can be revised, or the entire article can be retired and made inaccessible to users. Users can track changes made to articles even when they are not involved in the workflow, by selecting specific articles or by defining rules (watch list). When these articles are changed, a notification is sent. Articles are registered and indexed to enable searching. All users can perform a search and view results from within BMC Remedy AR System, in accordance with their permissions. Users that have one of the Knowledge User roles can also perform a search from within BMC Remedy Knowledge Management. When an appropriate article is not found in the knowledge base, users with the appropriate permissions can create an article as required. Articles can be related to one another when their content is related. Thus it is possible, for example, to add a link from an article that contains information about resolving an issue to another article that contains referential information.
Chapter 1
17
Article life cycle

Every article has a life cycle. At the beginning of its life cycle, the article enters the pre-publish review and approval process. If approved, the article is published. Published articles can be reviewed and retired from use, as required. Retired articles continue to reside in the knowledge base, and although they are not visible to end users, Knowledge users can search for them. Statuses are used to denote the current phase of an article within the articles life cycle. Each phase determines factors such as:

Type of work the article requires User or group to whom the article can be assigned Status transition options for the article User viewing permissions Whether the article is searchable
Before publishing an article

The following example illustrates a typical life cycle until the article is published.
Step 1 The author identifies the need for new knowledge and creates an article. Step 2 When the author is finished, the article is promoted into the workflow. At this
stage, the articles content might be visible to some users with Knowledge user roles. However, the content has not been reviewed and approved for use. This content might change, or the entire article might be deleted. it, so the article is re-assigned to the author for additional work.
Step 3 A Subject Matter Expert (SME) reviews the article for content but cannot approve Step 4 The author completes the required editing and resends the article to be reviewed
again by an SME who is a member of the same support group as the SME who originally reviewed the content. performs a review for technical accuracy. For example, if the article contains procedural steps, this reviewer verifies that no steps are missing. article is proofread.
Step 5 The article passes the review this time and is assigned to another reviewer who
Step 6 After the content and accuracy have been reviewed, verified, and approved, the Step 7 The article has passed all the reviews and is ready to be published, but must first
be approved for publishing.
Step 8 When approved, the article is published and becomes available to all users, even
those without Knowledge user roles. In some cases, the content might be confidential so the article might be marked as not available to users without a Knowledge user role.
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Article life cycle
NOTE
Managing and tracking the life cycle through its different statuses depends on the valid status transitions that have been configured by Knowledge Config user. The list of available statuses for selection is sensitive to the environment (for example, user role, current status, and company permissions). See Status transition workflows on page 24 for more information.
Figure 1-3: Article life cycle and associated knowledge article review steps
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After publishing an article

The following example illustrates a typical life cycle after the article is published.
Step 1 A future (typically after a year) review date to ensure that the article content is still
correct is set for the article. When the review date arrives, notification is sent as a reminder. useful. Sometimes they send feedback or a request to update the content.
Step 2 Users search for and open the article, indicating whether the content has been Step 3 A Knowledge User reviews the article and needs to update some of the content. A
duplicate copy of the article is created. After the changes are made, the new version replaces the older article. rendering it not relevant for use. The article remains searchable.
Figure 1-4: Article life cycle after publishing
Step 4 At some point, the article becomes obsolete and a Knowledge User retires it,
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Status groups and types

Article statuses are divided by status group and type. The types compose the workflow phases. See Status transition workflows on page 24.
Status groups
Table 1-1 presents a description of the status types and divides them into the following groups:
Article status groupGroup containing either Published or Not Published articles. For more information, see Functional roles on page 25. Status bar groupGroup of similar statuses that is displayed on the status bar.
Table 1-1: Status groups and types Article status group None Not Published Status bar group In Progress Draft In Review Status type In Progress Draft SME Review Optional Review 1 Optional Review 2 Publish Approval Published None Published Closed Published Retire Approval Closed Version Retired Cancelled
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Status types
Table 1-2 provides a description of article status types.
Table 1-2: Status descriptions (Sheet 1 of 2) Status type In Progress Description Initial status that is automatically assigned to all articles at the time of creation. Articles are visible only to the author until they are promoted to Draft status. The author can update and save the article an unlimited number of times before promoting it. Draft The first status in the workflow. The author promotes articles to this status after creating the article. Draft articles contain content that has not undergone a formal review or has not been approved. Articles with this status are designated for internal use by Support only, and are not accessible to external users, also known as Self Help users. SME Review Typically the next step after Draft. The SME Reviewer reviews and optionally edits the article, and can promote it to one of the following statuses:

Another review status for additional review Publish Approval status (only if the reviewer is a member of the support group)
Optional Review 1
Additional, optional review status that is subsequent to the SME Review status. A reviewer reviews and edits the article, and promotes it to either an additional review of a different type or to Publish Approval status. By default, Optional Review 1 is intended for content review.
Note: The name of this status is configurable.
Optional Review 2
Additional, optional review status that is subsequent to the SME Review or Optional Review 1 status. A reviewer reviews and edits the article, and promotes it to Publish Approval. By default, Optional Review 2 is intended for proofreading.
Note: The name of this status is configurable.
Note: The following information is relevant for all review status types:

Only the assigned reviewer and Knowledge Admin can update the article. Members from the reviewer's support group can assign the article to themselves. Reviewers can add an update request and edit the article.
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Table 1-2: Status descriptions (Sheet 2 of 2) Status type Publish Approval Description Mandatory status before being Published. The article is sent for approval pending publication.
Note: BMC recommends that you change the initial settings of
automatic approvals to manual approvals and set up approvers for the approval process. Not changing the initial settings will result in continued automatic approvals. Changing the settings and not setting up approvers will result in the failure of the level approval processes. For more details on configuring approval processes and approvers, see the Approval section of the BMC Remedy Knowledge Management Administration Guide.
Published
The article is published and becomes available to all users.

Note: Self Help users can view only Published articles, if the
articles are not marked for internal use only.
Retire Approval
Mandatory status before being Retired. The article is sent for approval pending its retirement.
Note: BMC Software recommends that you change the initial
settings of automatic approvals to manual approval and set up approvers for the approval process. Not changing the initial settings will result in continued automatic approvals. Changing the settings and not setting up approvers will result in the failure of the level approval processes. For more details on configuring approval processes and approvers, see the Approval section of the BMC Remedy Knowledge Management Administration Guide.
Retired Closed Version
The article is no longer relevant for use but remains searchable. An earlier version of an article that is not searchable. This status is automatically assigned when a new article version is created and becomes Published. Cancelled status is displayed as an item on the Status dropdown list to Knowledge Admin users only. Setting this status renders articles not usable or searchable; however, they are not deleted from the database. Administrators can filter for cancelled articles in the KM Console. See Functional roles on page 25 for more information. This status can be set from any other status (for example, Draft). The exception to this rule is that Published articles can never be promoted directly to Cancelled status, and Knowledge Users must first send a Cancellation Request for approval. See the BMC Remedy Knowledge Management Administration Guide for more information.
Cancelled
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Status transition workflows

Table 1-3 presents the default status transition workflows that are available in accordance with user roles and permissions. Status transitions are configurable parameters.
Table 1-3: Status transition workflows Status From/To In Progress Draft SME Review Optional Review 1 Optional Review 2 Publish Approval Published Retire Approval Retired Cancelled Closed Version x x x In Draft SME Optional Optional Publish PubProgress Review Review Review Approval lished 1 2 x x x x x x x x x x x By approval x By approval x x x x Retire Retired Approval Can- Closed celled Version
When an article is in one of the approval statuses (Publish Approval or Retire Approval), it is possible to request a cancellation of the Publish Approval or Retire Approval process. This reverts the article status back to Draft or Published. If a draft has a previously published version, only the draft version is retired. If the published version is requested for retired-approval, a message indicates that the draft must be deleted first
NOTE
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User Guide
User permissions for changing statuses
User permissions for changing statuses

Statuses are displayed in accordance with your user and company permissions, which are defined by user role, as follows:
NOTE
See Functional roles on page 25 for more information.
Knowledge AdminCan access and update all articles, view articles that are assigned to others, change Assignee, and cancel articles. Knowledge UserCan perform the following tasks:

Create and update articles. Update all Draft articles. Move articles to one of the review statuses. In this case, the Support Group value changes to the group to which the new assignee belongs. Knowledge Users cannot change article status to Published or Retired, and must submit the article for Publish Approval or Retire Approval, as appropriate.
Knowledge SubmitterCan create articles and update them while they are in the In Progress status. Knowledge ViewerCan view articles of the companies to which the Knowledge Viewer has access, including articles with Draft or one of the review statuses. Current assigneeResponsible to handle the current article. AuthorInternal or external author of the article. OwnerResponsible for managing the article.
Users belong to one of the following categories:

Functional roles
In BMC Remedy Knowledge Management, each user has an assigned functional role, which defines what tasks they can perform. In addition articles are assigned with visibility groups that define what content users can see. By default, BMC Remedy Knowledge Management provides the roles and the permissions associated with them. Typically, a user with a Knowledge Admin role determines and assigns roles for users in the application. By default, BMC Remedy Knowledge Management installs AR permission groups that are already mapped to knowledge roles in the application. BMC recommends that you use these AR permission groups to assign roles.
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NOTE
When no Knowledge Management role is assigned, Self-Service permissions enable end-users to search and view published knowledge articles that are flagged for external use.
Knowledge ViewerGrants view access to knowledge articles in any status without writing privileges. This role is usually assigned to support staff who only search and view articles. Knowledge SubmitterGrants write access to new knowledge articles only. This role is usually assigned to junior knowledge users and trainees and enables them to create and promote articles to Draft status only. Knowledge UserGrants write, assign, and promote access to new and existing articles without administrative tasks. This role is usually assigned to senior knowledge users of a support group and enables users to participate in the knowledge article life cycle. Knowledge AdminGrants full access to the application. This role is usually assigned to the most advanced knowledge users and enables users (in addition to Knowledge User privileges), to generate reports, manage knowledge sources, migrate data from previous installations, and assign privileges to all other users. Knowledge ConfigGrants access to configuration settings. This role enables users to configure the BMC Remedy Knowledge Management settings. Typically, a user assigned with this role is not a member of a support group and is not intended to create, edit, or publish articles.
Table 1-4 shows the available default actions for the different roles.
Table 1-4: BMC Remedy Knowledge Management roles with their privileges (Sheet 1 of 4) Privileges Viewing View articles in simple view View articles in advanced view View in-progress articles View draft articles View in-review articles View published external articles View published internal articles + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + Internal articles are approved but not exposed to end users. + Self Knowledge Knowledge Knowledge Knowledge Knowledge Comments Service Viewer Submitter User Admin Config
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Functional roles
Table 1-4: BMC Remedy Knowledge Management roles with their privileges (Sheet 2 of 4) Privileges View closed version Self Knowledge Knowledge Knowledge Knowledge Knowledge Comments Service Viewer Submitter User Admin Config + + + + Closed articles are not returned after a search, but can be viewed in the revisions tab of the advanced view.
View retired articles View cancelled articles View articles waiting for approval
+ + Cancelled articles can be viewed from the console. Articles waiting for approval (both publish and retire) can be searched and viewed.
View update requests View relationships + View Categories View Revisions View History View Usage Editing Create a new article +
+ + + + + +
+ + + + + + +
+ + + + + + +
+ + + + + + + After an article has been updated to In Progress, it can be assigned to a Knowledge User or Admin. Knowledge Submitters can edit only their own articles. The editor must be part of the relevant reviewers support group. This action creates a new version in draft. This action creates a new version in draft. + +
Edit In Progress
Edit draft Edit in-review
+ +
+ +
Edit published Edit closed version Edit retired Chapter 1
+ + +
+ + +
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Table 1-4: BMC Remedy Knowledge Management roles with their privileges (Sheet 3 of 4) Privileges Edit cancelled Edit waiting-forapproval + + This action stops the approval process and reverts the article to the previous status. The status is changed to Draft from In Progress. Self Knowledge Knowledge Knowledge Knowledge Knowledge Comments Service Viewer Submitter User Admin Config
Workflow Change status to draft Change status to review Change status to publish/retire approval Change status to cancel + + +
+ +
+ + Draft articles can also be changed to retired-approval. Only users with the Knowledge Admin role can cancel any article from all statuses. Knowledge users can request to cancel articles.
Take ownership
User must be part of the relevant reviewers support group if the article is in review. In other statuses the group is not relevant. User must be part of the relevant reviewers support group if the article is in review. In other statuses the group is not relevant. Configured in the BMC Remedy Knowledge Management configuration. Requires support group membership and approval role.
Assign ownership
Approve publish
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Functional roles
Table 1-4: BMC Remedy Knowledge Management roles with their privileges (Sheet 4 of 4) Privileges Approve retire Self Knowledge Knowledge Knowledge Knowledge Knowledge Comments Service Viewer Submitter User Admin Config Configured in the BMC Remedy Knowledge Management configuration. Requires support group membership and approval role. +
Set owner/ownergroup KM Console Open registration console from 'Functions' Quick Actions View articles not assigned to me/All +
+ + A user with the Knowledge Admin role can view articles not assign to that user when filtering 'my groups'.
Remedy Home Page Open KM console Open configuration for KM Open search form Other Submit update requests Submit feedback Create reports Remedy fixed (write) license Part of support staff Create relationships + + + + + + + + + + + + + + + + + + + + + Submitters can create relationships only for in- progress articles. + + + + + + + + + + +
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Visibility groups
BMC Remedy Knowledge Management uses visibility groups to restrict access to knowledge base content. Your system administrator assigns you to a visibility group just as you are assigned to a functional role. When you create a knowledge article, that knowledge article is assigned to your visibility group. When you search for a knowledge article, you can view only those knowledge articles that are in your visibility group. Your system administrator may assign you to more than one group. See Assigning visibility groups on page 63.
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Chapter
Working with the Knowledge Management Console

The Knowledge Management Console enables IT staff and administrators to manage, organize, control, and use knowledge that is contained in your organizations knowledge base. The following topics are provided:

Functional areas (page 32) Creating custom search filters (page 37) Modifying your profile (page 38) Receiving notifications about changes (page 38)
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Functional areas
The following figure illustrates the functional areas of the Knowledge Management Console.
NOTE
Data is automatically refreshed each time you make a different selection of one or more articles.
Figure 2-1: Knowledge Management Console and its functional areas
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User Guide
Functional areas
Table presents the functional areas of the Knowledge Management Console and describes what you can do in each area.
Knowledge Management Console functional areas (Sheet 1 of 3) Functional area Header (top of page) The navigation icons and the Home icon at the top left allow you to move back and forth between knowledge articles that you open. The icons also let you to go back to the Knowledge Management console page in a single click. Global Search. Enter a word or words to search the entire knowledge base. For more information, see Chapter 4, Searching for knowledge. Show Select the articles you want to display in the articles table. Available options are:

Purpose
AllDisplays all the articles. Submitted By MeDisplays articles you submitted. Assigned To MeDisplays articles that are assigned to you and owned by you. Assigned To My Selected GroupsDisplays articles that are assigned to the support groups you select in the dialog box that opens. Assigned To All My GroupsDisplays articles that are assigned to all the support groups in which you are a member. Watch ListDisplays articles that you added to your watch list.
Filter By
Filters the displayed articles as you specified in the Show field according to the selected filter. You can use predefined filters, under Defined Searches, or you can create your own custom filters by clicking the icon.
By StatusSelect the status of articles for display. See Status transition workflows on page 24 for more information. By Update RequestSelect the articles for display by update requests with Not Published or Published status.
Manage My Searches
Enables you to define, edit, save, and delete custom filters. See Creating custom search filters on page 37 for more information.
Navigation pane (left side)Displays key information and provides search filters. Counts section Displays the number of articles relevant to you, based on the metrics calculation of the Show and Filter By filters. Each count contains a link. You can click each link to display the articles for that count in the Knowledge table. The available counts are:
In ProgressAll articles that are In Progress status, for which you are the owner or assignee. Update RequestsAll Not Published and Published articles with new or In Progress update requests that are pending for you. In ReviewAll articles that have any of the review statuses.
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Knowledge Management Console functional areas (Sheet 2 of 3) Functional area Functions Purpose Use the links in this area to perform the following actions:
New ArticleSelect the appropriate template to create an article. See Creating knowledge articles on page 42 for more information. Search KnowledgeOpens the Search page, from which you can search the knowledge base for articles. Watch List RulesOpens the Watch List Rules page. See Working with Watch Lists on page 74. My ProfileOpens your personal profile record for setting your profile. See Modifying your profile on page 38 for more information.
Note: This functionality is identical to using the Create button.

Applications
Click to expand or collapse the list of BMC Remedy ITSM applications you have permissions to use. Click the links to navigate to other BMC Remedy ITSM application.
Consoles
Provides links to the IT Home page and the Approval Console. The Approval Console opens the BMC Remedy AR System Approval Central page, which enables you to track articles that are waiting for approval within the approval server. Opens the selected article. Opens the Create Knowledge page, where you create an article.
Note: This functionality is identical to using the New Article link. For more
Knowledge table panel View Create
information, see Creating knowledge articles on page 42.
Preferences Quick Actions
Enables you to customize the Knowledge table view. Enables you to perform an action on one or multiple selected articles, as follows:
Assign to group memberReassigns the selected article to another member of the group. Assign to meReassigns the selected article to yourself.
Add to Watch List
Adds the selected article to your Watch List, for monitoring.

Note: When you are viewing the Watch List, the Company and View By
fields are disabled.
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User Guide
Functional areas
Knowledge Management Console functional areas (Sheet 3 of 3) Functional area Knowledge table Purpose Lists articles based on your selection on the Show and Filter By fields. Click an article to open it. This table contains the following columns, by default:

Article IDID number of an article, which is automatically generated during the article creation. TitleTitle of the article. Source NameName of the template used for the article. StatusCurrent status of the article. AssigneeCurrent assignee to the article. Modified DateLast date on which the article was modified. Update RequestsDenotes whether at least one update request has been created or submitted for the article.
Note: To customize the view, click Preferences.
Article Details and Update Requests Article Details Displays the following detailed information about the currently selected article:

AuthorName of the article author. Create DateDate of article creation. Assigned GroupName of the group to which the current assignee belongs. KeywordsKeywords that are defined for the article. Source NameName of the source template that the article uses. Article VersionCurrent version of the article.
Update Requests table
Displays the update requests associated with the selected article. This table contains the following columns, by default:

TypeType of work required by the assignee. SummaryBrief description of the update request. StatusCurrent status of the update request. SubmitterName of the user issuing the update request. Article VersionVersion of the article for which the update request is being created. Click Create to create an update request. See Working with update requests on page 64 for more information. Select an item in the Update Requests table and click View or doubleclick the selected item.
You can perform the following tasks:

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Best practice examples

This section contains common use cases for working with the Knowledge Management Console.
Tasks and actions Explanation
Allen Allbrook, a service desk As a support user, Allen can accomplish the analyst with Calbro Systems, is majority of his tasks through the Knowledge performing his daily routine. This Management Console. He can: includes checking for knowledge Search for articles that are assigned to him. articles assigned to him, Organize the articles assigned to him, by a specific monitoring other articles on which company, by a group to which he belongs, or by he has provided feedback, and status, article ID, review dates, and so on. looking for additional input and View article details in the Article Details list approvals. below the Knowledge table. View update requests associated with an article in the Update Request table. Open an article or update request by doubleclicking the item, to perform any actions on the item itself. These actions are enabled according to his permissions (for example, edit, update, relate, promote through the process, and approve.) Perform some common actions, known as quick actions, on any of the articles and update requests. Create new articles. Add any article to a Watch List to monitor that article. Sort articles that are awaiting for his review. See information, such as counts, similar what other BMC Remedy IT Service Management consoles display. As a lead, Allen can use the Knowledge Management Console to manage workload activity. He can search on what articles are assigned to a specific group or individual to try to balance the activity, so that work is accomplished in a timely manner. He can reassign an article to a different member on his team.
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User Guide
Creating custom search filters
Creating custom search filters

You can filter the list of articles in the knowledge table using the pre-defined filters in the Filter By field. Follow this procedure to create and save custom search filters that use advanced qualifications. After you save a custom search filter, it appears under My Searches in the Manage My Searches dialog box.
To create a custom search filter

1 Click the
icon to open the Manage My Searches dialog box.
2 In the Search Name field of the Manage my Searches dialog box, type a name for
the search filter.
3 Click Build Search Qualification to open the Advanced Qualification Builder
dialog box, and define the search qualification. on which you want to search.
4 From the Keywords or Fields selection boxes, select the keywords or record fields
To insert operators (+, =, >, <, and so on), click the appropriate operator button. Place literal values between double quotation marks. For example, to search for articles that meet the following criteria:

Business Service = Payroll Service Last Modified Date >= 07/19/2010
A query would look like this:

Business Service =Payroll Service AND Last Resolved Date >= 07/19/2010
NOTE
Date formats can vary, depending on how your system is configured. The date shown in this sample query is only an example.
5 Click Select to close the Advanced Qualification Builder, and then click Save. 6 Close the Manage My Searches dialog box.
The search appears in the Defined Searches list, under the My Searches node.
To edit or delete a custom search filter

1 Open the Manage My Searches dialog box as described in the preceding
procedure.
2 Under My Searches, select the search filter that you want to modify or delete. 3 To modify the search filter, edit it as necessary and then click Save. 4 To delete the search filter, click Delete. 5 Click Close.
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Modifying your profile

You can view and modify your personal profile by using the People form. In this form, you can:
Update company information such as organization, business, and home address. View permissions.
For detailed information about the People form, see the BMC Remedy IT Service Management Configuration Guide.
To modify your profile

1 From the Knowledge Management Console Navigation pane, choose Functions >
My Profile.
2 On the People form, update the information at the top of the form, or click the tab
corresponding to the area in which you want to change information. finish making the changes, click Save.
3 Make your changes by selecting from the various lists that are available. When you
Receiving notifications about changes

BMC Remedy Knowledge Management uses the BMC Remedy Email Engine to send notifications to certain users about events that occurred during the life cycle of articles (for example, assignment or status change). Notification recipients are as follows:
Article Owners receive notifications regarding certain events for articles that they own. Article Assignees receive notifications regarding certain events for articles to which they are assigned and when they become the assignee for an article. Watch List subscribers receive notifications related to articles in their watch list.
Users receive notifications depending on the event type according to the information contained in Table 2-1.
Table 2-1: Notification event list (Sheet 1 of 2) Notification event Knowledge Assignment Knowledge Ownership Assignment Description Recipients
Article assignment changes Article Assignee Article ownership changes Article Owner
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Receiving notifications about changes
Table 2-1: Notification event list (Sheet 2 of 2) Notification event Knowledge Cancel Request Knowledge Cancel Rejection Knowledge Retire Rejection Knowledge Publish Rejection Knowledge New Version Knowledge Update Request Knowledge Expiration Date Knowledge Feedback Knowledge New Article Knowledge Review Required Knowledge Change Knowledge Status Change Knowledge Auto Cancel Description Request to cancel an article is sent. Request to cancel an article is rejected. Recipients Article Assignee Watch List subscriber Article Assignee Watch List subscriber
Request to retire a Article Assignee published article is rejected. Watch List subscriber Request to publish an article is rejected. New version of a published article is created. Update request is received. Number of days before article expiration is sent out (as configured). Feedback is received. Article is created. Article review is required. Article Assignee Watch List subscriber Watch List subscriber Article Assignee Watch List subscriber Article Assignee Watch List subscriber Watch List subscriber Article Assignee Watch List subscriber Article Assignee
Article is changed. Article status is changed. Article is changing to Draft status because of low usage.
Watch List subscriber Article Assignee Watch List subscriber Article Assignee Watch List subscriber
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Chapter
Creating and editing articles
This section describes how to create and edit knowledge articles in the BMC Remedy Knowledge Management application. The following topics are provided:

Creating knowledge articles (page 42) Adding attachments, links, and images (page 42) Creating decision trees (page 44) Editing knowledge articles (page 45)
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Creating knowledge articles

The more articles your organization has, the more successful end users will be finding information on their own. The permissions required to create knowledge articles are described in Functional roles on page 25.
To create knowledge articles

1 In the IT Home page, click Knowledge Management > Knowledge Management
Console.
2 Click the Create icon or click New Article under the Functions section. 3 In the Create Knowledge dialog box, select the required template from the list and
click Create.
4 In the Content tab of the Knowledge article page, enter the appropriate
information in the free text fields.
You can type directly into the field, or you can click the edit icon in the top right corner of the text box to use an external text editor. An editing toolbar provides rich-text editing capability, with the majority of functionality available only in the external text editor. Also, some of the fields have an internal mini editing toolbar available from within the window, which you can open by double-clicking inside the box.
5 In the Details tab, enter metadata information. This information is useful for
searching and retrieving articles.
6 Click Save.
The article is now available to be processed through the workflow until it is made available to all users.
Adding attachments, links, and images

BMC Remedy Knowledge Management supports many types of file attachments and links. You can insert files into your knowledge article by adding them as attachments. Attached files can be any file format. Attachments and images can be either of the following types:

LocalUsed for the current knowledge article only GlobalUsed in multiple knowledge articles in the knowledge base
You can also link to other websites and other knowledge articles that reside in the knowledge base. You can add image files as attachments or embed them directly into your knowledge article so that they appear within the knowledge article.
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Adding attachments, links, and images
Inserting attachments
You can add attachments at the bottom of your knowledge article in a separate attachments section. You can add up to three attachments per knowledge article.
To attach files
1 In the knowledge article, select the Details tab. 2 Under the Article Attachments section, click Add.
The Add Attachment dialog box appears.

3 Click Browse to locate the file to attach, select the file from the file list, and click
Open.
4 Click OK.
BMC Remedy Knowledge Management displays a link in the Article Attachments section.
5 Click Save. 6 To open the attachment file, double-click it or click Display.
Inserting links
You can insert links to other knowledge articles or external websites.
To insert a link
1 Click inside a rich text field. 2 Select the knowledge article text to become the hyperlink. 3 Click the HTML Link icon. 4 In the Link Option panel, enter the URL to link to.
Select whether the URL will open in a new window and add a description to the link
5 Click OK.
BMC Remedy Knowledge Management inserts the hyperlink in the text field.
Inserting images
You can insert an image into your knowledge article as a link or as an embedded image.
To insert an image
1 Click inside a rich text field.
The editing toolbar appears.

2 Perform one of the following tasks:
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To insert your image as a link, select the knowledge article text to become the hyperlink. To embed the image directly into the knowledge article, move your cursor to the start of a new line where you want to insert the image.
3 Click the Insert Image icon.
The Insert Image panel appears.

4 Locate the image to attach and click OK.
For embedded images, browse to the image location and select the file from the file list. For linked images, type the URL to the image file.
5 Click OK.
BMC Remedy Knowledge Management uploads the file and displays the hyperlink in the text field. If you did not select text for the hyperlink, the image is embedded directly into the knowledge article.
NOTE
Links to attachments and images are not active in the document editor. You must view the knowledge article in the Document Viewer to use the hyperlink.
Creating decision trees

Decision trees are a special type of knowledge article in BMC Remedy Knowledge Management. Decision trees enable the user to progress through a series of steps to resolve a problem. As a knowledge article author, when you create a decision tree, you provide the branches or decisions the user can make to progress through the tree. Decision trees have more formatting requirements than other knowledge article types and can require more time to set up.
NOTE
You can integrate knowledge articles that were created in a decision tree format with incidents or problems in BMC Remedy AR System. To create a decision tree, you choose the Decision Tree template and enter information in the knowledge article fieldsjust as you do when you create other knowledge article types. You build your tree branches in the decision tree section of the knowledge article.
To create a decision tree

1 In the IT Home page, click Knowledge Management - > Knowledge
Management Console.
2 Click the Create icon.
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User Guide
Editing knowledge articles 3 In the Create Knowledge dialog box, select Decision Tree from the list and click
Create.
A blank decision tree template appears.

4 In the Title field of the decision tree, type the descriptive title of the decision tree.
In the Description field, type the first question for the decision tree. For example:

TitleUnable to connect to the internet DescriptionWhat is your operating system?
NOTE
The decision tree title is different from the knowledge article title.
5 Add subdecisions (branches) to build the tree.
When building a tree, you have the following options:

Shift + EnterAdd a new subdecision. Shift + Right Arrow/Left ArrowMove the subdecision to the right or left. The indents tell how to line up the tree branches, and are not just for readability but for stepping through the branches. Shift + Up Arrow/Down ArrowMove the subdecision up or down.
6 To create a cycle or link in a tree, click the link icon in the decision tree description
field and then click the description (location) of where to link. branches, click Add Text Field on the authoring toolbar.
7 To add a text box in which users can record their decisions when following the
When users view the knowledge article in the BMC Remedy Problem Management or BMC Remedy Incident Management application, they can enter and store values in the text box.
Editing knowledge articles

You can improve existing articles by updating them with new information. The permissions required to edit knowledge articles are described in Functional roles on page 25.
To edit knowledge articles

1 In the IT Home page, click Knowledge Management - > Knowledge
Management Console.
2 Select the article to edit. 3 In the Content tab of the Knowledge article page, update the appropriate
information in the free text fields.
4 In the Details tab, update the appropriate metadata information. 5 Click Save.
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Chapter
Searching for knowledge
This section describes how to define simple and advanced searches to search for knowledge, and how to use search results. The following topics are provided:

Overview (page 48) Accessing the search page (page 48) Using knowledge search guidelines (page 49) Performing simple searches (page 50) Performing advanced searches (page 50) Search results (page 55) Working with search results (page 56)
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Overview
BMC Remedy Knowledge Management enables you to search for knowledge contained in your knowledge database by using the following search types:
Simple searchPerform a search for knowledge that contains any of the search words. Advanced searchProvide additional search criteria to narrow your search results.
After you perform a search, the search result list opens on the Simple Search page and displays results that match your most recent search criteria. You can open a search result for viewing, editing, using, printing, and modifyingaccording to your user permissions. Searches are deleted when you close the Search page. In addition to procedural instructions, this section contains common use cases that you might typically encounter when performing simple or advanced searches. Although Calbro Services user personas illustrate the use cases, no references are intended toward specific Calbro Services sample data or real-life users.
NOTE
Search results contain only those articles that you are permitted to view, and which fulfill all of the search criteria. Procedures and references to page elements provided in this section use default settings and values, and do not reflect customized settings.
Accessing the search page

You can search for knowledge articles from the following locations:
BMC Remedy Action Request System (AR System) Home page

Applications > Knowledge Management > Search Knowledge.
All users can search from this location.

BMC Remedy Knowledge Management ConsoleNavigation pane > Functions > Search Knowledge. Only authorized users can search from this location.
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Using knowledge search guidelines
Using knowledge search guidelines

Consider the following guidelines when performing search queries:
Use the words that are most likely to appear in the knowledge article's title or contents. Choose descriptive and unique words. Check your spelling. Check that the criteria is accurate when searching for specific knowledge article titles or exact phrases. Do not use identical search words in both the Include all of these words field and the Exclude these words field. Use a space to separate search words in Search Text fields. Use the percent sign (%) to represent a wildcard search. Permission to view certain knowledge articles Case-sensitivity settings Stemming configuration List of stop words

The following settings might affect the search process:

The following characters have special meaning in Full Text Search and may affect the search results when used unintentionally.
Character , % Description Performs a word or phrase search on the terms enclosed in double quotation marks ("). Finds requests that contain any of the specified words. Wildcard to extend the search.
Note: You do not need to use a wildcard to extend the search for
word stems, such as "ed", "s", and "ing" because word stems are automatically included.
() AND, OR, NOT, AND NOT
Indicate an enclosed component within a Boolean search phrase. When in all caps, are interpreted as a Boolean search.
For more information, see the BMC Remedy Action Request System: Configuration Guide.
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Performing simple searches

The Simple Search page enables you to perform simple searches. When you enter multiple query terms as search criteria, BMC Remedy Knowledge Management uses the Boolean OR operation to query the knowledge base. For example, if you enter hardware software failure, BMC Remedy Knowledge Management returns results that contain any of these terms.
NOTE
In Simple Search, you must enter search criteria in the Search field. Searching on a blank field returns no search results.
Best practice
The following example depicts how Joe Unser might perform a simple search to search for knowledge. Joe Unser wants to search the knowledge database for information about a task he is performingordering a new laptop. Joe can perform a simple search for this information by entering a phrase or word in natural query language. He enters the following search criteria: How do I order a new laptop? This information could be contained in the database in various ways.
To perform a simple search

1 Access the Simple Search page. 2 In the Search field, type your search terms.
NOTE
If you have already defined search criteria in the Advanced Search page, the Use Advanced Search Criteria check box is displayed next to the Advanced Search link. Selecting this check box includes all search criteria that is currently defined on the Advanced Search page.
3 Click Search. 4 (optional) Change the search criteria and perform a new search, as required.
Performing advanced searches

The Advanced Search page provides fields that you can use to define additional search criteria and narrow your search results, as follows:
Enter more specific search criteria (for example, searching for an exact phrase instead of separate keywords). Provide additional search criteria.
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After you set advanced search parameters, the Use Advanced Search Criteria check box appears in the Simple Search page. This enables you to change search words and include advanced search parameters without having to go back to the Advanced Search page.
To perform an advanced search

1 Click Advanced Search. 2 Click section headings to expand or hide sections, as required. 3 Define your search criteria, using the parameters shown in Table 4-2.
NOTE
Use a space to separate search words that you enter as text.
4 (optional) Select sources in the Sources panel, using the information provided in
Table 4-1. By default, all sources are selected.

Table 4-1: Search source tasks Task Select one or more sources. Deselect one or more topics. Select all topics for all sources. Deselect all topics for all sources. Action
Select the check box or boxes next to the topic of choice. Clear the check box or boxes next to the topic of choice. Click Select All. Click Deselect All.
5 (optional) Define one or more value combinations for use as search criteria in the
General, Operational Categorization, Product Categorization, Environment, and Business Service panels. Example:
a Open the Operational Categorization panel, and select a value for Tier 1, Tier 2,
and Tier 3.
b Click Add Operational to add the search to the search criteria table. c Select another value (for example, for Tiers 1 and 2 or for Tier 1 only). d Click Add Operational. Two search values are defined for this section, and
searches are performed for Value 1 or Value 2 (using the OR operator).
e To delete a value, select the value and click the Delete button. 6 (optional) Click Clear All to clear all the Advanced Search criteria. 7 Click Search.
The Simple Search page opens and displays the search results. After you have set advanced search parameters, you can select Use Advanced Search Criteria in the Simple Search page to include advanced search parameters without having to go back to the Advanced Search page.
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BMC Remedy Knowledge Management 7.6.04 8 (optional) Click Advanced Search to go to the Advanced Search page and refine
your search criteria, as required.
Best practice example

The following example depicts how Francie Stafford might perform advanced searches to search for knowledge. Francie Stafford a Support staff member, needs to search the knowledge database for a topic on which she is working. She is investigating a commonly recognized problem based on a series of recently received requests. Based on the data, Francie wants to build an advanced search. She needs to be as efficient as possible and to find the most relevant information. To achieve maximum efficiency, she needs to be able to search on specific fields and various field combinations, including multiple field values, building the strings into an advanced search string. For example, her search could be a combination of products in a similar family, such as the BMC Remedy product line, or based on operational categorization, such as account security and upgrades.
Advanced Search parameters

Table 4-2 describes the Advanced Search parameters that you can use to filter and narrow your search. If no value is entered for a field, the search is performed on all articles that you have permission to view. When you specify multiple parameters, the search performs an AND operation between the searched words and the parameters. For example, if you specify values for Date and Company, the system searches for any article that contain the searched words and the date value and the company value. When you specify multiple values within the same parameter, the search performs an OR operation between the values of that parameter. For example, if you specify several values within Product Categorization, the system searches for any article that contains the searched words and any one of the specified Product Categorization values.
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You can search for articles across multiple companies by selecting several companies in the Organization section.
Table 4-2: Advanced Search parameters (Sheet 1 of 3) Section Search Text Field Search Description Comments Searches for results that contain This field and the Search field on the any of the specified terms. Simple Search page are the same field.
Include all of these Searches for results that contain words all of the specified terms. Exclude these words Include this exact phrase Searches for results that contain none of the specified terms. Searches for the specified string of words.
Note: You must provide search criteria in at least one of the Search Text fields. If all of these
fields are blank, no search results are returned.
General
Language Article ID
Language that is defined for the knowledge article. Knowledge article ID of a specific article to be searched for. Knowledge article status. Only users with one of the BMC Remedy Knowledge Management roles can view this field. Each source belongs to a company. If you have unrestricted access permission, you can view all the sources for all the companies. In addition, BMC Remedy AR System form-level permissions are also applied based on the role or group permissions defined for the form that is being searched.
Article Status
Sources
Source Name
Individual knowledge database partitions for knowledge available for selection. Enables you to search specific sources relevant to your search instead of the entire database.
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Table 4-2: Advanced Search parameters (Sheet 2 of 3) Section Organization Field Company Organization/ Department Description Comments Companies that are defined for To add companies to the search, select the knowledge article search. a company and click Add Company. Subdivided group within a company. A company can have several organizations or departments depending on the company structure. Geographic area; a company can have several regions, depending on how many sites it has and where the sites are located. A company selection precedes the value of the Organization field allowing you to select the company for that parameter. To add an organization, select one from the list and click Add Org/Dep. A company selection precedes the value of the Region field, allowing you to select the company for that parameter.
Note: The menus and values are
Region
identical to those used by BMC Remedy ITSM products.
Site Group
Subdivided region, collection of Displays values according to the individual locations; a company and region that you company can have any number selected. of site groups, depending on how many locations it has and where the locations are. Individual location within a subdivided region. Displays values according to the company, region, and site group that you selected, or all sites, if no higherlevel data is provided. Select None to clear dates.
Site
Dates
Created Date Range
Commonly used date range values that use todays date as the latest date for knowledge article creation.
Created Date From Created Date To Last Modified Date Range
Earliest date on which a You can enter no date, both dates, or knowledge article was created. either date. Last date on which a knowledge article was created. Commonly used date range values that use todays date as the latest date for knowledge article modification. Earliest date on which a knowledge article was modified. Last date on which a knowledge article was modified. Select None to clear dates.
Last Modified Date From Last Modified Date To
You can enter no date, both dates, or either date.
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Search results
Table 4-2: Advanced Search parameters (Sheet 3 of 3) Section Operational Categories Field Operational Category Tier 1 Operational Category Tier 2 Operational Category Tier 3 Description First level of operational services Second level of operational services Third level of operational services Comments Up to three hierarchical levels of operational services. Can also contain items that represent symptoms of incidents and problems. Available values depend on the value selected for the previous tier.
Product Categorization
Product Category First level Tier 1 Product Category Second level Tier 2 Product Category Third level Tier 3 Product Name Model/Version Manufacturer
The Product Categorization is used to categorize different products or configuration items. Available values depend on the company and the value selected for the previous tier. Product categorization can be associated with different processes for different companies.
Business Services
Business Service
As configured for your company by the administrator
Search results
Search results are displayed in order based on the relevance score, according to your document viewing permissions. The most relevant result appears at the top of your results list. The number of search results that match your search criteria is displayed above the search results list. At the bottom of the list, you can click Previous or Next to navigate among the result pages.
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Knowledge types
Search results are distinguishable by the icon that represents their knowledge type, as follows:
Icon Knowledge type Knowledge base itemA knowledge source that is retrieved from an existing BMC Remedy AR System form or from an external file system. If required, BMC Remedy Knowledge Management can keep and manage the metadata of this source. For knowledge base items retrieved from an existing BMC Remedy AR System form, BMC Remedy Knowledge Management can maintain life-cycle management. See Article life cycle on page 18. Searchable itemA knowledge source for which BMC Remedy Knowledge Management does not keep or manage metadata or life cycle.
Search result relevance

When a search is performed, articles are displayed in the search results according to the article relevance for the search criteria. Article relevance is calculated using the following details:
Search criteriaAccording to the number of times that the search criteria was found in an article, the number of words in a searched phrase, and the order of words in a searched phrase. Article boost parameterIncreases relevance when an article was found useful or viewed by users, as follows:
UseYou indicate that an article is useful to you by clicking the Use button that is available for that article. ViewYou open an article for viewing from the search result list.
Use and View actions are calculated individually, according to configured settings. When recalculated for a Published article, the boost parameter is also recalculated for any Draft article that has been created from the Published article. Therefore, the relevance of the Draft remains identical to that of the Published article.
NOTE
Working with search results

After you perform a search, you can click a result to open it in the Display view, which displays the result in read-only mode. You can perform the following tasks, according to your permissions:

Click Use if the information is useful to you. Click Advanced View to open the article.
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Working with knowledge articles

BMC Remedy Knowledge Management provides users with appropriate permissions to view and edit knowledge article content and metadata fields that contain additional information about the article, such as categories, company, status, and assignment. This section provides procedural instructions for tasks that are related to knowledge articles. The following topics are provided:

Overview and functional areas (page 58) Assigning visibility groups (page 63) Creating and viewing feedback (page 64) Working with update requests (page 64) Working with relationships (page 68) Assigning articles (page 71) Setting and viewing review dates (page 73) Viewing history (page 73) Working with Watch Lists (page 74) Revising knowledge articles (page 76) Sending cancellation requests (page 77) Sending knowledge articles in email messages (page 78) Changing article statuses (page 79)
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Overview and functional areas

BMC Remedy Knowledge Management displays knowledge articles in two views depending on where you opened the article:
Display viewWhen you open articles from search results, the article and the non-role related article metadata that can be viewed by all users is sown in readonly mode. When you open the article, only the header and content are displayed. Clicking the Details tab displays the article in read-only view, even when you have edit permissions. The Update Requests tab is never displayed in the Display view. While in the Display view, you can switch to the Advanced view by clicking the Advanced View button.
Figure 5-1: Article in Display view
Advanced viewWhen you open articles from the KM Console or by clicking the Advanced View button in search results, you can modify the content and metadata fields of the article. The left-hand Navigation pane, links, and the Update Requests tab are displayed.
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Figure 5-2: Article in Advanced view
Table 5-1 presents the functional areas of a knowledge article, and describes what you can do in each area.
Table 5-1: Knowledge article functional areas (Sheet 1 of 2) Functional area Header (top of page) Quick Actions Allows you to perform one of the following actions on the article:

Purpose
Assign to MeReassigns the article to yourself. Auto AssignAssigns the article according to the specified assignment method. See Assigning articles on page 71. Create RelationshipOpens the Article Relationship Search dialog box that lets you search for articles and relate them to the open article. See Working with relationships on page 68.
Status Transition bar
Displays the article workflow in a series of color-coded tabs, where green denotes the status of the currently selected article. Each tab represents subgroups of not published and published articles. The green tab contains a drop-down list with available status transition options. The workflow contains the following tabs:

In ProgressInitial status that is automatically assigned to all articles at the time of creation. Articles are visible only to the author until promoted to another status. DraftThe first status in the workflow. In ReviewTypically the next step in the workflow. PublishedStatuses related to publishing articles. ClosedStatuses related to closed articles. also change the article status by using the Status field in the Article Details tab
Note: This bar is displayed only for articles that have a life cycle. You can
See Article life cycle on page 18 for more information. Title Displays the title of the article. Chapter 5 Working with knowledge articles 59
Table 5-1: Knowledge article functional areas (Sheet 2 of 2) Functional area Article ID Version Authoring Notes Purpose Displays the ID that the system generated for the article. The Article ID prefix is always KBA. Displays the current version of the article. To see other versions, click the Links > Revisions link on the Navigation pane. Enables the author to add comments and explanations about the article.
Diary HistoryDisplays the history of all the notes that were written for the article. Diary EditorArea in which the author creates new notes. for editing. To access it, you click Links > Authoring Notes in the Navigation pane.
Note: The Authoring Notes area is available only when the article is open
New Window icon Content tab Details tab
Opens the article in a new window.

Note: This icon is displayed in the Data tab only.
Displays the article in Display or Modify mode. Click the icon at the right side of any text box to open a text editor and view the content. Displays the following information in the View or Modify mode:
Note: Click the Content tab to return to the article.
Metadata fields
Note: Click the right double arrow to toggle the following field display:
Company and Author and Keywords, or Region and Site Group and Site. See the BMC Remedy Incident Management User Guide for more information. CompanyCompany that is defined for the article. AuthorName of the person who wrote the article. KeywordsKeywords for the article, separated by a space. RegionGeographic area. Site GroupSubdivided region. SiteIndividual location within a subdivided region. Article LanguageLanguage that is defined for the knowledge article. Business ServiceAs configured by your administrator. Internal UseDefines whether the article is displayed for all users or only for users who are defined as internal. Article AttachmentsFiles attached to the article. See Inserting attachments on page 43 for more information. Assigned GroupsGroups to which the article assignee is assigned. See Assigning articles on page 71. AssigneePerson to whom the article is currently assigned. StatusCurrent status of the article. You can change the article status using either this field or the Status Transition bar in the header.

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Table 5-2: knowledge article functional areas Functional area Details tab Purpose Information tabs
Update RequestsFor creating and viewing update requests for the current displayed object. See Working with update requests on page 64 for more information. CategorizationsDefines up to three hierarchical levels of operational and product categories (available values depend on the value selected for the previous tier), and the Organization, Department, Product Name, Model/Version, and Manufacturer information. See the BMC Remedy Incident Management User Guide for more information. RelationshipsDisplays a list of the relationships that exist for the current article. See Working with relationships on page 68 for more information. Date/SystemDisplays information about the system, article owner, and source. SubmitterName of the person who submitted the article. Submit DateDate on which the article was submitted. Last Modified ByPerson who last modified the article. Modified DateDate on which the article was last modified. Owner GroupGroups to which the owner is assigned. OwnerName of the person who owns the article; can be the author or another user. Article FormThe form that was registered in BMC Remedy Knowledge Management. Source NameName of the source that was chosen for this article form. Article Expiration DateThis field has been deferred. Review DateNext date on which the article is to be reviewed. See Setting and viewing review dates on page 73 for more information. Last Review DateDate on which the article was last reviewed. name and group when the article created. Only RKM Admin users can edit these fields after article creation.
Note: The Owner and Owner Group values are set with the user or author
FeedbackUsers can leave a comment and rate with a value of 1 to 5, where each value has a unique meaning for later use in reporting. See Creating and viewing feedback on page 64 for more information.
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Table 5-2: knowledge article functional areas Functional area Links section Purpose Displays links for performing the following tasks:
Navigation pane (left side)Displays key information and provides search filters. Visibility GroupsDisplays the Visibility Groups dialog box, which allows you to view visibility groups assigned to the article and assign or delete visibility groups. See Assigning visibility groups on page 63. RevisionsDisplays the Article Revisions table, which contains the revision history of the current article. See Revising knowledge articles on page 76 for more information. HistoryDisplays the Article History table, which contains the history of the current article. See Viewing history on page 73 for more information. Add to Watch ListAdds the selected knowledge article to your Watch List, for monitoring. See Working with Watch Lists on page 74. Request CancellationDisplayed for all articles except for In Progress articles and for articles with no life cycle. Click Yes to send a request to cancel the article. Delete ArticleDisplayed only for In Progress articles and for articles with no life cycle. Recall CancellationDeletes a cancellation request.
Functions section
Displays links for performing the following tasks:

Consoles section Bottom of page
Provides links to the IT Home page, Knowledge Management console, and Reports. Click the appropriate button to perform the following tasks for an article:

SaveSaves the changes made to the article content, and details. ModifyOpen the article for modifying. This button is enabled if you are not the article assignee; being the assignee grants you automatic editing privileges. If your user role is defined as Knowledge Submitter or Knowledge Viewer, this functionality is not enabled for your use. UseIndicates that you found the article content useful. After you click Use, this option becomes disabled. See Search results on page 55 for more information. EmailOpens the Email System page, from which you can send the article in an email message. See Sending knowledge articles in email messages on page 78 for more information. Mark as ReviewedIndicates that you have reviewed the article, and the Last Review Date field becomes populated with the review date. CloseCloses the window.
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Assigning visibility groups
Assigning visibility groups

You can specify the audience for your article by assigning one or more visibility groups to the article. When you create a new article, the system does not assign any visibility group. By default, when you save an article with no visibility groups assigned, the article is accessible to the following users:

articles assignee support group articles owner support group AR administrator users with unrestricted access
When you change an articles company and a visibility group or groups are already assigned to the article, the group or groups remain assigned for the new company. You can change the assignments as described in the following procedure. When you change the articles company and no visibility groups are assigned to it, the article remains with no visibility group for the new company. By default, the article is accessible to the support groups of the articles assignee and owner.
To assign visibility groups to knowledge articles

1 Select the article to which you want to add visibility groups. 2 Under Links, click Visibility Groups to open the Visibility Groups dialog box. 3 To add visibility groups, select a combination of a company and a group from the
lists on the left side, and click Add. click Delete.
4 To remove visibility groups, select the visibility group in the table on the left and 5 Click Save to save your changes.
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Creating and viewing feedback

Feedback on an article enables users in your organization to decide if a retrieved article is useful for them. The more feedback that is available for an article, the easier it is for users to make that decision. Feedback can be submitted and viewed by all users that have permission to see that article.
To add feedback to an article

1 Select the article to which you want to add feedback. 2 Click the Details tab. 3 Select the Feedback tab. 4 Click Create. 5 In the Feedback page, select a rating from the list and enter text to give more details
in Feedback Details.
6 Click Submit.
The new feedback is added. Notification of the new feedback is sent to the article assignee and to all users who have the article on their watch list.
To view feedback for an article

1 Select the article for which you want to read feedback. 2 Click the Details tab. 3 Select the Feedback tab. 4 Select the feedback entry that you want to read and click View.
You can choose whether to view feedback for all versions of the article or just for the current version. If you choose to view the feedback for all versions, click on the version column header to sort the feedback by version.
Working with update requests

The Update Requests feature enables Support staff to leave comments for articles that they are permitted to view and to describe the changes they would like to see. The person that is assigned to an article receives this update request through the KM Console and is responsible for handling it. The assignee and all members of the assignee's Support Group can open the article that needs to be modified. All users can add comments about the article, but only the assignee and Knowledge Admin users can change the update request status. Internal usersKnowledge Admin, Knowledge User, Knowledge Submitter, and Knowledge Viewer userscan create and view update requests for the current article in the Update Requests table from either the KM Console or from the Update Requests tab in the knowledge article.
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In addition to procedural instructions, this section contains common use cases that you might typically use when creating relationships between articles. Although Calbro Services user personas illustrate the use cases, no references are intended toward specific Calbro Services sample data or real-life users.
Knowledge Management Console

The KM Console contains four areas where you can be informed about update requests with New and In Progress statuses:
In Navigation pane > Knowledge Counts> Update Requests, you can see the number of update requests for the articles you are permitted to view. In Navigation pane > Defined Searches> Has Update Requests, you can choose to see articles with update requests, as follows:

AllAll articles with update requests. Not PublishedDraft, In Review, and Published Approval articles with update requests. PublishedPublished, Retire Approval, and Retired articles with update requests.
The Knowledge table contains a column that indicates which articles contain update requests. The update request table contains all the update requests that are associated with the selected article in the Knowledge table.
Update Requests tab

The Update Requests tab contains a table that displays the information that is entered for the current article.
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Table 5-3 describes the fields in the New Update Request dialog box and the Update Request Info dialog box, which you access from the Update Requests tab when you choose to create or view an update request.
Table 5-3: Update Request dialog box fields Field Update Request Type Description All available types:

Value type Drop-down list
Comments
Technical update Enhancement Proofreading Other NewInitial status. When Drop-down list a user creates a new request, its status is New and the article assignee is notified. In Progress Completed Rejected When opening the update Request Info dialog box the assignee can change the status to In Progress, Completed, or Rejected. Every change in the Status field to Completed or Rejected requires the user to add comments. After an update request has a final status, the user cannot add any more comments.
Note: Completed and Rejected are
Status

final statuses that are not counted or displayed in the KM Console.
Article Version Request Summary Request Details Request Comments New Comment Submitter Submit Date
Version of the current article. Automatically populated Brief update request summary. Detailed explanation of the update request. Free text Free text
All comments that have been Automatically made for the update request. populated Comment added by the current assignee. Name of the update request submitter Date of the update request submission Free text Automatically populated Automatically populated
Best practice example

Ian Plyment, a Support specialist, is looking for a solution to a customer ticket and performs a search for relevant articles. From the results, Ian opens the article that seems to resolve the issue. When testing the solution, Ian discovers that the solution in the article is not accurate and that the actual solution requires a few more actions.
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Ian opens the article and selects the Update Request table. He clicks Create, and the New Update Request dialog box opens. He enters the extra steps needed for the solution in the Request Details text field, fills in values for the other fields, and clicks Save. The Assignee gets a notification that this specific article has a new update request. The Assignee logs into the system, opens the KM Console, and sees that the relevant article has a Yes value in the Update Requests column of the Knowledge table. The Assignee performs the following steps:
1 Selects the article and sees the update requests in the table field below. 2 Selects that update request and clicks the View icon that is located above the table.
The Update Request Info dialog box opens and displays the update request details. The Assignee can also choose to select other update requests from the table and view their details. The Assignee performs one of the following actions:
The Assignee re-creates the solution steps and verifies that the extra steps are needed. In the knowledge article, the Assignee accesses the update request and changes the request status to Completed after adding comments in the New Comments field. The Assignee re-creates the solution steps but discovers that steps are not needed. In the KM Console, the Assignee accesses the update request, changes the update request status to Rejected, and adds comments in the New Comments field.
Creating update requests

Users can add an update request to articles that have Draft, Review, and Published statuses. When a new Draft version of an article is created, all New and In Progress update requests that are related to the Published article automatically move to the new Draft. Update requests that are created for this Draft version are not displayed for the original Published article.
To create an update request

1 Click the Create icon in one of the following locations:
In the KM Console, select the article in the Knowledge table, and then click Create above the Update Requests table. In an open knowledge article, click the Details tab, click the Update Requests tab, and then click Create.
2 In the New Update Request dialog box, provide the appropriate information. 3 Click Save.
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You use the View functionality to open an existing update request. When you view an update request, you can only update the status, add a new comment, and add an attachment.
To open and work with update request

1 Click the View icon in one of the following locations:
In the KM Console, select the article in the Knowledge table, and then click View above the Update Requests table. In an open knowledge article, click the Details tab, click the Update Requests tab, and then click View.
2 Add new comments in the Update Request Info dialog box as follows: a Enter your comment in the New Comment field. b Click Add Comments. 3 To enhance your comments, add attachments in the Update Request Info dialog
box as follows:
a Click Add in the Attachments table. b Enter the location of up to three attachments, and click OK. c Click Save.
If you select an attachment in the Attachments table, new buttons are displayed that enable you to perform additional tasks such as deleting, displaying, and saving the attachment.
Working with relationships

A relationship between two knowledge articles denotes that some kind of connection exists between the articles. You use the Relationships tab in the Details page of the knowledge articles to create and remove relationships, and to view related articles. You can create an unlimited number of relationships between two articles, but each relationship must be unique.
Searching for knowledge articles to relate

To find articles to relate, you perform a search. Try to supply as much information as possible in each type of search to reduce the overall number of records returned by the search. The search scans multiple fields in each record, looking for a match, and returns a list of records that contain the searched-for phrase in one of the scanned fields. If, after using a more specific search string, the search returns too many records, consider using the advanced search. To do this, click Use Advanced Search. For more information on advanced search, see Chapter 4, Searching for knowledge.
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Working with relationships
NOTE
You need prior knowledge about building qualifiers in BMC Remedy AR System before you use the Advanced Qualification Builder.
Creating relationships
Follow this procedure to create a relationship between two articles.
To define a relationship
1 Open an article. 2 Under Quick Actions, click Create Relationship.
TIP
You can select the Details tab, select the Relationships tab, and click the click the Create icon.
3 In the Search field of the dialog box that opens, type a search string. For example,
if you are creating a relationship to an article about a printer that regularly goes offline, you might type printer off line. If no search criteria is entered, search results display all articles that you are permitted to view.
4 Click Search. 5 In the Articles table, select the article to which you want to create the relationship.
The Current Article field displays the ID of the open article that forms the relationship with the selected article. The Selected Article field displays the ID of the selected article.
6 Click Relate. 7 In the dialog box that displays the relationship, verify the information and click
OK to close the page.
Viewing related articles

The relationship table located at Details tab > Relationships tab, displays the articles to which the current article is related. You can open and view the articles that are in this table. The opened version of the article is always the version that was used to create the relationship. See Revising knowledge articles on page 76 for more information. The relationship between two articles can be viewed only by users who are permitted to view both articles, as follows:
If the user has a defined Knowledge user role, all related articles except In Progress articles are displayed. The only location that relationships to In Progress articles are displayed is in the Relationship tab of the In Progress article.
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If the user does not have a defined Knowledge user role, relationships to only Published articles are displayed.
When the status of one of the articles in a relationship becomes Cancelled, the relationship automatically becomes Obsolete and ceases to exist.
To view a related article

1 Open an article. 2 Click the Details tab. 3 Click the Relationships tab. 4 Select an article in the Relationships table and click the View icon, or double-click
the selected relationship.
Removing relationships
Perform this procedure to remove an existing relationship.
To remove a relationship
1 Open an article. 2 Click the Details tab. 3 click the Relationships tab. 4 Click the Remove icon. 5 Click Yes to confirm. 6 Click OK.
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Assigning articles
Assigning articles
Articles in the workflow contain assignee information that is relevant for all stages in the articles life cycle. The assignee is the person who is responsible for the article at the current stage. The exact meaning of assignee changes as the article progresses through the life cycle.
Initial creation When an article is created, it is automatically assigned to the articles creator. Draft and Published The assignee for articles in Draft or Published status is the person who receives the update requests for an article. The article appears in the assignees inbox if there is an open update request for the article.
Review Statuses The assignee for articles in the various Review statuses is the person who should review the article. Knowledge articles can be in a status that requires a review process to promote the article to the next status. For example, when an article is in the SME Review status, it requires a subject matter expert to review it to move to the next status. The next status might be another review (for example, an editorial review) or Publish Approval status. In certain circumstances, changing the status of an article automatically changes the assignee.
For more information about review statuses, see Chapter 1, Introducing BMC Remedy Knowledge Management.
Setting the current assignee

An article's assignee is a combination of an individual user and the Support Group to which the user belongs. The current assignee fields can be set manually by the person who edits the article or automatically by BMC Remedy Knowledge Management. When the status of an article is In Progress, the author is expected to fill in the default Assignee Support Group field. If the article is moved to Draft and saved without this value, the support group value is taken from the SME review configuration data. If the Current Assignee Individual field is empty, the value is copied from the Author field. When the status of an article is changed to Draft, Publish Approval, or Retire Approval, the contents of the default assignee fields are copied to the current assignee fields.
To assign an article
1 Select the article to be assigned, and select the Update Requests tab.
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BMC Remedy Knowledge Management 7.6.04 2 From the list, select the new Assigned Group (if relevant).
You select the Assigned Group by Company > Organization > Support Group.
3 From the list, select the new Assignee. 4 Click Save.
The new assignee is notified that the article has been assigned, using the notification method defined in the email engine.
Automatic assignment
When an article is created, it is automatically assigned to the person who created it. An article can also be automatically assigned when its status is changed. Auto Assign is triggered manually when you click an assignment link in the Quick Links section or change an articles status. When you change an articles status (by selecting a new status from the list), the Auto Assign function works as follows:
If the article is in review status, Auto Assign sets the Assigned Group according to the Assignment Engine method for that status. If no default group has been defined, the values for Assigned Group and Assignee are copied from the article's Owner details. If the article is in any other status, the values for Assigned Group and Assignee are copied from the article's Owner details.
For more information about assignment configuration, see the Configuring assignments section in the BMC Remedy IT Service Management Configuration Guide.
To assign an article to yourself

1 Select the article to be assigned. 2 In the Quick Links section, click Assign to me.
The article is assigned to you. If the article is in one of the review statuses, clicking Assign to me is valid only if you belong to the current assigned group. If you do not belong to the current assigned group and you click the link, you receive an error message. In other statuses, clicking Assign to me sets the Assignee value to your name. The Assigned Group value does not change if you are a member of that group. If you are not a member of that group, the default group to which you belong is used.
NOTE
To automatically assign an article

1 Select the article to be assigned. 2 In the Quick Links section, click Auto Assign.
The article is assigned to the designated user.
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Setting and viewing review dates
Setting and viewing review dates

The review date is an optional feature that indicates the date on which a Published knowledge article is marked for validity review. Until an article is published, the Review Date field is hidden. By default, the review date is automatically set to one year from the time that an articles status is set to Published, for all companies. The default review date can be configured per date and company. When the review date arrives, a message notification is sent to the articles assignee and to users who have added the article to their Watch List, to indicate that a review is required. If the article is reviewed and found to still be valid, only the assignee or users with Knowledge Admin permissions can set a new review date for the next review. If the review date occurs in the past, a notification is sent every day until either the value in the Review Date field is updated to the next review date, the value is cleared, or the article status is changed to Retire Approval. If a new version of the article is created, the review date of the earlier version remains active. When the new version becomes the new Published article, the default review date is applied to that article. The status of the earlier article is changed to Closed Version, and no further review date notifications are sent for it. Perform this process to manually set the review date.
To set a review date

1 Open the article. 2 Open the Details tab. 3 Open the Date/System page. 4 In the Next Review Date field, open the calendar, select a date and time for the
next review, and click OK.
5 Save the article.
Viewing history
BMC Remedy Knowledge Management records the life cycle history of articles. The recorded data is used by the reporting component to create historical and statistical reports. Whenever a change is detected during the articles life cycle, a record is written to the article history form. Article history is written for the following events:

Article creation Status change Assignment change

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Update
For the status and assignee change events, an appropriate history record is created in addition to the Save event record. For each history record, the following information is shown:

Changed By Time Event
For change events, the From and To values of the changed information are also shown.
To view history for an article

1 Open an article. 2 Open the Details tab. 3 Under the Navigation Pane > Links section, click History.
Working with Watch Lists

The Watch List enables you to maintain a dynamic list of articles that you want to monitor for changes. When a change to a watched article occurs, a notification of this change is sent to you. Email engine settings define when and how notifications of changes to articles are sent to you. You can add any article displayed in the KM Console to your Watch List, even if an article is reassigned to a group to which you do not belong. Articles remain on the Watch List until you remove them. Watch List Rules enable you to define rules at the categorization level, for receiving notification of changes made to all articles that match the definitions.
Best practice examples

Following are common use cases that you might use when working with Watch Lists. A Knowledge User wants to be aware of any updates to an article. The Watch List provides the user a place to look at the articles that the user selected to watch. When any change or update is made to a watched article, the system notifies the user. Additionally, users can watch an entire category so that when any related article changes or new articles are added, they are also notified. A Knowledge Manager or Supervisor wants to keep track of specific articles that might require special attention (for example, if the article is approaching a review time or the manager wants to monitor an article's progress). The manager adds an article to the Watch List and is able to focus on the Watch List instead of the entire queue. Notification is sent out to this manager when any change or update is made to watched articles.
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Working with Watch Lists
Watch List tasks

You can perform the following tasks related to Watch Lists.
To add articles to the Watch List

Use one of the following methods to add articles to the Watch List:

In the KM Console, select one or more articles and click Add To Watch List. Open a knowledge article. In the Functions section of the Navigation pane, click Add To Watch List.
To view your Watch List

1 In the KM Console, go to Navigation pane > Defined Searches section. 2 Click Watch List.
NOTE
When you view the Watch List, the Company and View By fields are disabled.
To remove articles from the Watch List

In the Watch List, select one or more watched articles and click Remove From Watch List.
Managing Watch List rules

You use the Watch List Rules page to define Watch List rules at the Operational and Product categorization level, per company. When articles that match these definitions are changed, a notification is sent to you. Articles that match the definitions are not added to the Watch List. The Watch List Rules page is divided into two panes:

My Watch List RulesEnables you to add, edit, and delete rules. Group Watch List RulesEnables Knowledge Admin users to add, edit, and delete rules for any existing support group, including those of which they are not members. These rules are displayed for and apply to all members of a support group for which rules have been defined. However, only Knowledge Admin users can edit and delete these rules.
To create Watch List rules

1 In the KM Console, navigate to the Functions section and click Watch List Rules. 2 In the Watch List Rules page, click Create. 3 Set the company, operational, and product categorization filters. 4 Click Save.
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To view and edit Watch List rules

1 In the Watch List Rules page, click View. 2 To edit the rule, make the necessary changes and then click Save. 3 To close the rule without saving changes, click Close.
To delete Watch List rules

1 In the Watch List Rules page, select the rule to delete. 2 Click Delete.
NOTE
Watch List rules remain until you delete them.
Revising knowledge articles

When new knowledge articles are created, they are automatically designated as version 1. This version number remains unchanged throughout the articles lifecycle, until the article becomes published. The version is displayed in the Article field that is displayed when articles are opened. The revision process begins when a Published article needs modifications. Revising enables you to create a duplicate copy of the Published article, which is created as a Draft article, and work on it without changing the original. The changed article is automatically assigned a new version number, indicating that the original article has been changed and that the current version is the most recent one. The current version number is automatically incremented by 1 for the Draft article. Only one Draft version can exist per article at any given time. Until the Draft article is published, the Published article from which the new Draft version was created remains in Published status, and can be searched and viewed until the new version is published. When published, the new version replaces the previously Published article, which is assigned Closed status.
NOTE
A Draft version can also be created from a Closed version. Closed articles can only be accessed from the Revisions link that is available through the Published article. You can modify the following information for Published articles without having to create a new version:

Internal use Assigned group Assignee Update request Article status
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Sending cancellation requests

Article relationship Owner group Owner Next review date Feedback
To create a new version from a Published article

1 Open an article. 2 Click New Version. 3 Click Yes to continue. 4 Click OK. 5 Make the appropriate changes to the article, and click Save.
The new version is now in Draft status.
To create a new version from a Closed article

1 Open an article. 2 In the Navigation pane, click Links > Revisions. 3 Select the appropriate Closed version in the Article Revisions table. 4 Click the View icon. 5 Click New Version. 6 Click Yes to continue. 7 Click OK. 8 Make the appropriate changes to the article, and click Save.
The new version is now in Draft status.
NOTE
To make a Published article the most recent version, cancel the Draft version of the article. See Sending cancellation requests on page 77 for more information.
Sending cancellation requests

You can send a request to your administrator to cancel an article. After you send a cancellation request, no further changes can be made to the article. The administrator can either approve or reject the request. After a request is approved, the sender receives notification and the article status changes to Cancelled. The act of sending a request does not affect the current status of the article.
NOTE
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To send a cancellation request

In the Navigation pane of the knowledge article, click Functions>Request Cancellation.
Sending knowledge articles in email messages

The Email System enables Support staff to send a knowledge article in an email message to a user who requires help with an issue or for information purposes, and to optionally email information about the article. You can send an email message to any valid email address.
To send articles in email messages

1 Open a knowledge article. 2 Click Email. 3 Use any of the following methods to define the email message recipient:
Fill in at least one field in the People Search Criteria section and click Search. When the search finishes, select the recipients name in the search results table.
NOTE
If you need help determining the correct name in the list, you can see more information about an individual by selecting their name from the list, and clicking View. Doing this opens the People form, which contains detailed information about the recipient.
Click Select Current Contact. If a contact is assigned to the article, the contact's name with contact information appears in the table and is the default recipient. Click Select Current Assignee. The current assignees name with contact information appears in the table.
4 To add multiple recipients, separate the names with a semicolon (;) character. Do
not insert a space between the names and the semicolon
NOTE
You can continue to scroll down the search result list to find additional email addresses for insertion, or perform a new search. However, selecting a search result replaces the current email addresses with the selection.
5 Complete the email information fields, as follows:
Internet E-mailDisplays the recipients email address. When you select the email recipient, as described in step 3, the Internet email address updates from the people record.
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Changing article statuses
Email Subject LineDisplays the Knowledge Article ID number by default. You can change the content of the subject line. Email Message BodyContains the URL of the article. You can also type a message text here, or use the series of buttons to the right of the Email Message Body field to automatically insert text from the article into the message text, as follows:

StatusAdds the English value of the article status string. SummaryAdds the article title. DetailsAdds the Company, Organization, Department, and all Categorization data.
NOTE
If one or more buttons are disabled, the corresponding field in the article contains no information. The Resolution button is disabled for all articles; it is designated for future releases.
6 (optional) Attach a single file to the email message, as follows: a Right-click inside the Email Attachment table. b Click Add. c In the Add Attachment dialog box, browse to and select the file that you want
to attach.
7 Click Send Email Now.
Using the Email Log

You use the Email Log enables you to view the email messages that you sent through the Email System. When you select the Email Log tab, the Email Information pane remains visible. To view an individual email message that has been sent, click View.
Changing article statuses

To change the status of an article, authorized users (author and reviewers) can select the new status and save the article. You can change an article's status in the following locations:

Status transition bar in the header section of the knowledge article Status field on the Details page of the knowledge article
For more information about these locations, see Table 5-1 on page 59.
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A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
Index
A
accessing search 48 adding attachments 43 adding images 43 adding links 43 Advanced Qualification Builder 37 advanced search 50 advanced search parameters 52 article boost parameter 56 article life cycle 18 article status group 21 assigning article 71 assigning article to myself 72 assigning visibility groups 63 attachments inserting 43 section at end of solution 43 types 42 audience for this guide 8 auto assign 72 customer support 3
D
decision trees creating 44 decision trees, creating 44 Defined Searches 37 Documentation online help 8 related 9 documentation 8
E
editing knowledge article 45 e-mail knowledge article 78
F
feedback creating 64 viewing 64 filter by 33 filtering knowledge articles 37 functional areas 32
B
BMC Software, contacting 2 breadcrumb bar 13 build search qualification 37
C
cancel request 77 changing status 79 Company and View By fields 33 Counts section 33 creating articles 41 creating decision trees 44 creating feedback 64 creating relationship 68, 69 creating revisions 77 creating update requests 67 current assignee 71
G
getting started all knowledge articles 13 KM console 13 search knowledge 13
I
images about 43 inserting 43 IT Home Page 12
Index
81
K
KM console 65 functional areas 32 working with 31 Knowledge admin 26 knowledge article adding attachments 42 assigning 71 best practice 36 cancel 77 creating, editing 41 creating, viewing feedback 64 editing 45 filtering 37 functional areas table 59 overview 58 relationship 68 revising 76 searching 47 send by e-mail 78 knowledge articles working with 57 Knowledge config 26 knowledge search accessing 48 advanced 50 guidelines 49 overview 48 result 55 simple 50 Knowledge submitter 26 knowledge table 35 Knowledge user 26 Knowledge viewer 26
N
Navigating consoles, forms, and modules 13 notifications, receiving 38
O
Online help 8
P
performing advanced search 51 performing simple search 50 permissions changing status 25 user 25 preface 7 product support 3 profile, viewing 38
Q
quick action 34
R
receiving notifications 38 relevant search result 56 removing relationship 70 requesting article cancellation 77 review dates 73 revising knowledge article 76 roles 25 roles and privileges table 26
L
life cycle 18 links about 43 inserting to an external URL 43
S
search article boost parameter 56 best practice 50, 52 criteria 56 guidelines 49 knowledge articles 47 performing advanced 50 performing simple 50 results 55, 56 special characters 49 sensitivity example 25 levels 25 using 25
M
manage my searches 33 managing Watch List rules 75 modify my profile 38 my profile 38 My Searches 37
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setting current assignee 71 setting review dates 73 show 33 simple search 50 solutions creating decision trees 44 special search characters 49 status bar group 21 changing 79 group 21 transition workflows 24 type 21, 22 support, customer 3
T
technical support 3 toolbar, editing 42 transition workflows 24
U
update requests best practice 66 creating 67 update requests table 35 user privileges 25 roles 25
V
view my profile 38 viewing feedback 64 viewing related articles 69 viewing review dates 73 viewing update requests 68 visibility groups 30 assigning 63
W
Watch List best practice 74 rules 75 task 75 working with 74 working with knowledge article 57
Index
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BMC Remedy Knowledge Management 7.6.

Contacting BMC Software

United States and Canada

Outside United States and Canada

Restricted rights legend

Support by telephone or e-mail

Before contacting BMC Software

License key and password information

BMC Remedy Knowledge Management 7.6.04

Best practices and Calbro Services examples

Create Knowledge Knowledge Search Manage Watch List Watch List

BMC Remedy Knowledge Management 7.6.04

Introducing BMC Remedy Knowledge Management

Introducing BMC Remedy Knowledge Management

BMC Remedy Knowledge Management 7.6.04

All Knowledge Articles Knowledge Management (KM) Console Search Knowledge

All Knowledge Articles

Knowledge Management Console

Navigating consoles, forms, and modules

Introducing BMC Remedy Knowledge Management

BMC Remedy Knowledge Management 7.6.04

Can I force a second window to open?

Consoles, forms, and modules that do not open in a new window

BMC Remedy Knowledge Management 7.6.04

Analytics Service Management Process Model

A word about knowledge

A word about knowledge

Introducing BMC Remedy Knowledge Management

BMC Remedy Knowledge Management 7.6.04

Article life cycle

Before publishing an article

be approved for publishing.

Article life cycle

Introducing BMC Remedy Knowledge Management

BMC Remedy Knowledge Management 7.6.04

After publishing an article

Status groups and types

Status groups and types

Introducing BMC Remedy Knowledge Management

BMC Remedy Knowledge Management 7.6.04

Status groups and types

The article is published and becomes available to all users.

articles are not marked for internal use only.

Retired Closed Version

Introducing BMC Remedy Knowledge Management

BMC Remedy Knowledge Management 7.6.04

Status transition workflows

User permissions for changing statuses

User permissions for changing statuses

Users belong to one of the following categories:

Introducing BMC Remedy Knowledge Management

BMC Remedy Knowledge Management 7.6.04

Edit draft Edit in-review

Edit published Edit closed version Edit retired Chapter 1

Introducing BMC Remedy Knowledge Management

BMC Remedy Knowledge Management 7.6.04

Introducing BMC Remedy Knowledge Management

BMC Remedy Knowledge Management 7.6.04

Working with the Knowledge Management Console

Working with the Knowledge Management Console

BMC Remedy Knowledge Management 7.6.04

Working with the Knowledge Management Console

BMC Remedy Knowledge Management 7.6.04