BMC Remedy Knowledge Management 7.6.04 User Guide PDF

BMC Remedy Knowledge Management 7.6.
04
User Guide
January 2011
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Contents
Preface
Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Best practices and Calbro Services examples. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Online help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Related documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8
8
8
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Chapter 1
Introducing BMC Remedy Knowledge Management
11
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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
12
13
13
13
13
17
18
18
20
21
21
22
24
25
25
30
Chapter 2
31
Working with the Knowledge Management Console
Functional areas . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Creating custom search filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Modifying your profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Receiving notifications about changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
32
37
38
38
Chapter 3
41
Creating and editing articles
Creating knowledge articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Adding attachments, links, and images . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Inserting attachments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Inserting links. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Inserting images. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents
42
42
43
43
43
5
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
User Guide
81
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:
User Guide
Knowledge Management Console
Update Requests
Knowledge Article
Relationships
Feedback
Article History
Article Revisions
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
Document provides
Audience
BMC Remedy Knowledge

Management Release Notes
Information about new features, and resolved and Everyone

known issues.

Management Installation Guide
Procedures for installing the application.
Administrators

Management Administration Guide
Procedures for administering and configuring the

application.
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
12
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.

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
15
16
User Guide
Analytics
Service Management Process Model
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.
Step 3 A Subject Matter Expert (SME) reviews the article for content but cannot approve
it, so the article is re-assigned to the author for additional work.
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.
Step 5 The article passes the review this time and is assigned to another reviewer who
performs a review for technical accuracy. For example, if the article contains
procedural steps, this reviewer verifies that no steps are missing.
Step 6 After the content and accuracy have been reviewed, verified, and approved, the
article is proofread.
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.
18
User Guide
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
Chapter 1
19
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.
Step 2 Users search for and open the article, indicating whether the content has been
useful. Sometimes they send feedback or a request to update the content.
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.
Step 4 At some point, the article becomes obsolete and a Knowledge User retires it,
rendering it not relevant for use. The article remains searchable.

Figure 1-4: Article life cycle after publishing
20
User Guide
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
Status bar group
Status type
None
In Progress
In Progress
Not Published
Draft
Draft
In Review
SME Review
Optional Review 1
Optional Review 2
Publish Approval
Published
Published
Published
Retire Approval
None
Closed
Closed Version
Retired
Cancelled
Chapter 1
21
Status types
Table 1-2 provides a description of article status types.
Table 1-2: Status descriptions (Sheet 1 of 2)
Status type
Description
In Progress
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:
Optional Review 1
Another review status for additional review

Publish Approval status (only if the reviewer is a member of
the support group)
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:
22
User Guide
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.
Table 1-2: Status descriptions (Sheet 2 of 2)

Status type
Description
Publish Approval
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
The article is no longer relevant for use but remains searchable.
Closed Version
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
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.
Chapter 1
23
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
Draft SME
Optional Optional Publish
PubProgress
Review Review Review Approval lished
1
2
In
Progress
Draft
Retire Retired
Approval
Can- Closed
celled Version
x
x
SME
Review
Optional
Review 1
Optional
Review 2
Publish
Approval
By
approval
Published
Retire
Approval
By
approval
Retired
Cancelled
Closed
Version
NOTE
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
24
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.
Users belong to one of the following categories:
Current assigneeResponsible to handle the current article.
AuthorInternal or external author of the article.
OwnerResponsible for managing the article.
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.
Chapter 1
25
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
Self
Knowledge Knowledge Knowledge Knowledge Knowledge Comments
Service Viewer
Submitter User
Admin
Config
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
26
User Guide
+
Internal articles are
approved but not
exposed to end
users.
Functional roles
Privileges
Self
Service Viewer
Submitter User
Admin
Config
View closed
version
View retired
articles
View cancelled
articles
Closed articles are

not returned after a
search, but can be
viewed in the
revisions tab of the
advanced view.
Cancelled articles
can be viewed from
the console.
Articles waiting for
approval (both
publish and retire)
can be searched and
viewed.
View articles
waiting for
approval
View update
requests
View relationships +
View Categories
View Revisions
View History
View Usage
Create a new article
After an article has

been updated to In
Progress, it can be
assigned to a
Knowledge User or
Admin.
Edit In Progress
Knowledge
Submitters can edit
only their own
articles.
Edit draft
Edit in-review
The editor must be

part of the relevant
reviewers support
group.
Edit published
This action creates a

new version in draft.
Edit closed version
This action creates a

new version in draft.
Edit retired
Editing
Chapter 1
27
Privileges
Self
Service Viewer
Submitter User
Admin
Config
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.
Change status to
review
Change status to
publish/retire
approval
Draft articles can

also be changed to
retired-approval.
Only users with the

Knowledge Admin
role can cancel any
article from all
statuses.
Workflow
Change status to
draft
Change status to
cancel
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.
Assign 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.
Approve publish
28
User Guide
Configured in the
BMC Remedy
Knowledge
Management
configuration.
Requires support
group membership
and approval role.
Functional roles
Privileges
Self
Service Viewer
Submitter User
Admin
Config
Approve retire
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
Chapter 1
Submitters can
create relationships
only for in- progress
articles.
29
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.
30
User Guide
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.
Functional areas (page 32)

Creating custom search filters (page 37)
Modifying your profile (page 38)
Receiving notifications about changes (page 38)
Chapter 2
31
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
32
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
Purpose
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:
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.
Manage My Searches
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.
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.
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.
Chapter 2
33
Functional area
Purpose
Functions
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.
Note: This functionality is identical to using the Create button.
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.
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.
Knowledge table panel

View
Opens the selected article.
Create
Opens the Create Knowledge page, where you create an article.

Note: This functionality is identical to using the New Article link. For more
information, see Creating knowledge articles on page 42.
Preferences
Enables you to customize the Knowledge table view.
Quick Actions
Enables you to perform an action on one or multiple selected articles, as

follows:
Add to Watch List
Assign to group memberReassigns the selected article to another

member of the group.
Assign to meReassigns the selected article to yourself.
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.
34
User Guide
Functional areas
Functional area
Purpose
Knowledge table
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:
Update Requests table
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.
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.
You can perform the following tasks:
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.
Chapter 2
35
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.
36
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.
X 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.
4 From the Keywords or Fields selection boxes, select the keywords or record fields
on which you want to search.
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.
X 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.
Chapter 2
37
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.
X 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.
3 Make your changes by selecting from the various lists that are available. When you
finish making the changes, click Save.
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)
38
User Guide
Notification
event
Description
Recipients
Knowledge
Assignment
Article assignment changes Article Assignee
Knowledge
Ownership
Assignment
Article ownership changes
Article Owner
Receiving notifications about changes
Table 2-1: Notification event list (Sheet 2 of 2)

Notification
event
Description
Recipients
Knowledge
Cancel Request
Request to cancel an article

is sent.
Article Assignee
Knowledge
Cancel
Rejection
Request to cancel an article

is rejected.
Article Assignee
Knowledge
Retire Rejection
Request to retire a
Article Assignee
published article is rejected. Watch List subscriber
Knowledge
Publish
Rejection
Request to publish an
article is rejected.
Article Assignee
Knowledge
New Version
New version of a published

article is created.
Watch List subscriber
Knowledge
Update Request
Update request is received.
Article Assignee
Knowledge
Expiration Date
Number of days before

article expiration is sent out
(as configured).
Article Assignee
Knowledge
Feedback
Feedback is received.
Knowledge
New Article
Article is created.
Article Assignee
Knowledge
Review
Required
Article review is required.
Article Assignee
Knowledge
Change
Article is changed.
Knowledge
Status Change
Article status is changed.
Article Assignee
Knowledge
Auto Cancel
Article is changing to Draft

status because of low
usage.


Chapter 2
Article Assignee
39
40
User Guide
Chapter
This section describes how to create and edit knowledge articles in the BMC
Remedy Knowledge Management application.
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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41
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.
X 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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User Guide
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.
X 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.
X 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.
X 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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43
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.
X 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.
7 To add a text box in which users can record their decisions when following the
branches, click Add Text Field on the authoring toolbar.
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.
X 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.
Chapter 3
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46
User Guide
Chapter
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)
Chapter 4
47
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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User Guide
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.
The following settings might affect the search process:
Permission to view certain knowledge articles
Case-sensitivity settings
Stemming configuration
List of stop words
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.
()
Indicate an enclosed component within a Boolean search phrase.
AND, OR, NOT,

AND NOT
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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49
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.
X 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:
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User Guide
Enter more specific search criteria (for example, searching for an exact phrase
instead of separate keywords).
Provide additional search criteria.
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.
X 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
Action
Select one or more sources.
Select the check box or boxes next to the topic of

choice.
Deselect one or more topics.
Clear the check box or boxes next to the topic of

choice.
Select all topics for all sources.
Click Select All.
Deselect all topics for all sources.
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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51

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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User Guide
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
Field
Description
Comments
Search Text
Search
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
Searches for results that contain

none of the specified terms.
Include this exact

phrase
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
Sources
Language
Language that is defined for the

knowledge article.
Article ID
Knowledge article ID of a
specific article to be searched
for.
Article Status
Knowledge article status.
Only users with one of the BMC

Remedy Knowledge Management
roles can view this field.
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.
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.
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53

Section
Field
Description
Organization
Company
Companies that are defined for To add companies to the search, select
the knowledge article search.
a company and click Add Company.
Organization/
Department
Subdivided group within a

company. A company can have
several organizations or
departments depending on the
company structure.
A company selection precedes the

value of the Organization field
allowing you to select the company
for that parameter.
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 Region field, allowing
you to select the company for that
parameter.
Region
Comments
To add an organization, select one

from the list and click Add Org/Dep.
Note: The menus and values are
identical to those used by BMC

Remedy ITSM products.
Dates
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User Guide
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.
Site
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.
Created Date
Range
Commonly used date range

values that use todays date as
the latest date for knowledge
article creation.
Select None to clear dates.
Created Date
From
Earliest date on which a

You can enter no date, both dates, or
knowledge article was created. either date.
Created Date To
Last date on which a

knowledge article was created.
Last Modified
Date Range
Commonly used date range

values that use todays date as
the latest date for knowledge
article modification.
Select None to clear dates.
Last Modified
Date From
Earliest date on which a

knowledge article was
modified.
You can enter no date, both dates, or

either date.
Last Modified
Date To
Last date on which a

knowledge article was
modified.
Search results

Section
Field
Description
Comments
Operational
Categories
Operational
Category Tier 1
First level of operational

services
Operational
Category Tier 2
Second level of operational

services
Operational
Category Tier 3
Third level of operational

services
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
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 Category Second level

Tier 2
Product Category Third level
Tier 3
Product categorization can be

associated with different processes
for different companies.
Product Name
Model/Version
Manufacturer
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.
NOTE
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.
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:
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User Guide
Click Use if the information is useful to you.
Click Advanced View to open the article.
Chapter
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.
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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57
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
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User Guide
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.
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
Purpose
Header (top of page)

Quick Actions
Allows you to perform one of the following actions on the article:
Status Transition bar
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.
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.
Note: This bar is displayed only for articles that have a life cycle. You can
also change the article status by using the Status field in the Article
Details tab
See Article life cycle on page 18 for more information.

Title
Displays the title of the article.

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Table 5-1: Knowledge article functional areas (Sheet 2 of 2)

Functional area
Purpose
Article ID
Displays the ID that the system generated for the article. The Article ID
prefix is always KBA.
Version
Displays the current version of the article. To see other versions, click the
Links > Revisions link on the Navigation pane.
Authoring Notes
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.
Note: The Authoring Notes area is available only when the article is open
for editing. To access it, you click Links > Authoring Notes in the
Navigation pane.
New Window icon
Opens the article in a new window.

Note: This icon is displayed in the Data tab only.
Content tab
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.
Details tab
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.
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User Guide
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.
Table 5-2: knowledge article functional areas

Functional area
Purpose
Details tab
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.
Note: The Owner and Owner Group values are set with the user or author
name and group when the article created. Only RKM Admin users can
edit these fields after article creation.
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
Purpose
Navigation pane (left side)Displays key information and provides search filters.
Links section
Displays links for performing the following tasks:
Functions section
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.
Displays links for performing the following tasks:
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.
Consoles section
Provides links to the IT Home page, Knowledge Management console, and

Reports.
Bottom of page
Click the appropriate button to perform the following tasks for an article:
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User Guide
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.
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.
X 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.
4 To remove visibility groups, select the visibility group in the table on the left and
click Delete.
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.
X 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.
X To view feedback for an article

1 Select the article for which you want to read feedback.
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.

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
Description
Value type
Update Request Type
All available types:
Drop-down list
Status
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
final statuses that are not

counted or displayed in the KM
Console.
Article Version
Version of the current article. Automatically

populated
Request Summary
Brief update request

summary.
Free text
Request Details
Detailed explanation of the

update request.
Free text
Request Comments
All comments that have been Automatically

made for the update request. populated
New Comment
Comment added by the

current assignee.
Free text
Submitter
Name of the update request

submitter
Automatically
populated
Submit Date
Date of the update request

submission
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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User Guide
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.
X 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.
X 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.
X 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.
X To view a related article

1 Open an article.
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.
X To remove a relationship
1 Open an article.
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.
X To assign an article
1 Select the article to be assigned, and select the Update Requests tab.
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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.
X 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.
NOTE
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.
X 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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User Guide
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.
X 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.
X 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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User Guide
Working with Watch Lists
Watch List tasks

You can perform the following tasks related to Watch Lists.
X 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.
X 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.
X 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.
X 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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X 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.
X 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:
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User Guide
Internal use
Assigned group
Assignee
Update request
Article status
Sending cancellation requests
Article relationship
Owner group
Owner
Next review date
Feedback
X 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.
X 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.
NOTE
The act of sending a request does not affect the current status of the article.
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X 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.
X 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:
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User Guide
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.
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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User Guide
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
customer support 3
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
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
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
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
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
Navigating consoles, forms, and modules 13

notifications, receiving 38
life cycle 18
links
about 43
inserting to an external URL 43
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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User Guide
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
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
83
84
User Guide
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BMC Remedy Knowledge Management 7.6.

Contacting BMC Software

United States and Canada

BMC SOFTWARE INC

713 918 8800 or

(01) 713 918 8000

713 918 8000

Outside United States and Canada

(01) 713 918 8800

Copyright 2009-2011 BMC Software, Inc.

Restricted rights legend

Support by telephone or e-mail

Before contacting BMC Software

Operating system and environment information

Sequence of events leading to the problem

Commands and options that you used

Product error messages

License key and password information

E-mail customer_support@bmc.com. (In the Subject line, enter SupID:<yourSupportContractID>,

Submit a new issue at http://www.bmc.com/support.

Introducing BMC Remedy Knowledge Management

Working with the Knowledge Management Console

Creating and editing articles

Creating knowledge articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Creating decision trees. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Searching for knowledge

Working with knowledge articles

Overview and functional areas. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58