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Recent trends suggest that more and more BMC Remedy ITSM Suite users are registering external knowledge sources for indexing in BMC
Knowledge Management. The applications built-in file system connector enables you to define external file system directories, and integrate
documents, such as DOC and PDF files, into the knowledge base as searchable knowledge articles.
This month, were going to discuss the benefits of registering external knowledge sources, and show you how to use the Registration Wizard to
complete this task.
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External knowledge sources extend the scope of the knowledge base beyond normal knowledge articles and provide additional relevant
search results
You can use existing information, without having to manually convert documents into knowledge articles.
You can leverage the formatting capabilities that were used to create the external documents.
You can relate document files to Incident requests so that usage metrics can be tracked.
You can use BMC Remedy ITSM categorization values to configure the relevance of external files to search keywords.
You easily update document source files, based on user feedback and update requests.
External files follow the same lifecycle as regular knowledge articles.
Bear the following limitations in mind, however, when you decide to include external files in your knowledge base directly, instead of converting
them to knowledge articles:
You cannot adjust boost factor of search results for external files.
The information contained in large external documents might not be granular.
Large external documents might not provide any metrics about issues.
i. Log on to the Knowledge Management Console with the Knowledge Admin permission.
ii. Click Functions > Manage Knowledge Sources.
iii. On the Manage Knowledge Sources screen, click Add to launch the Registration Wizard.
iv. On the Welcome screen of the Registration Wizard, select Knowledge Base Item > File System Path.
v. Click Next.
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Click Next.
1. (Optional) On the Organization screen, provide values for the Company field, and for the fields in the Organization, Location, and Article
Visibility Groups sections with correct Company Name and Visibility Group.
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1. (Optional) On the Categorization screen, provide values for the fields in the Operational Categorization, Product Categorization, and Business
Service sections. These are not mandatory field, and you can add these values by editing the individual knowledge articles later.
For information about the use of these fields, see Categorizing knowledge articles
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Click Next.
I. On the Accessibility screen, specify whether if you want the new knowledge to be company-specific, or accessible to all companies.
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Click Next.
Click Finish.
After completing registration, the new knowledge source is listed on Manage knowledge Sources screen, its Status is set to ready. Indexing might
take a while, depending upon the number of files in the directory that you specified.
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BMC Knowledge Management currently supports the following file types for external knowledge source registration:
DOC
PDF
XLX
TXT
You can submit Ideas on this community to share your thoughts and preferences for extending support to additional file types.
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When you view an external file from the list of search results, its content is displayed in the Content tab of the knowledge article, and the
functionality of the Details tab remains the same as regular knowledge articles.
We hope that you find this information useful. We encourage you to participate in the discussion, by sharing your own experiences and providing
feedback in the comments section of this blog post.
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6 Comments
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Sidhdesh Punaskar Oct 29, 2013 11:24 AM
Like (1)
Akash Pathak Oct 29, 2013 11:59 AM (in response to Sidhdesh Punaskar)
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Sunitha Jaison Nov 17, 2015 8:35 PM (in response to Akash Pathak)
Hi Akash,
I Have follwed exactly smae steps as you have shown for registering the external sources. And the indexing is shown as
Ready, but I don;t see the details when I do a general Knowledge search. I have a folder with some text files.
How these external source contents are changed to Knowledge articles. Is anything else I need to do here.
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Hi Akash,
Thanks,
Stefan Aviet) to ensure that if a similar guide is not already available, that this is added and
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I'm seeing an error when I try to register a view form as a knowledge source. "Viewformscannotberegistered.(ARERR170133)".
IsthereanyotherwaythatwecanIndextheViewforms.IndexingViewformsopensupalotofIntegrationdatathatwewanttoshowinthe
Globalsearch.
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Great work.
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