BMC+Knowledge+Management+18 05

BMC Knowledge Management 18.
05
Date: 2018-05-31 05:39

URL: https://docs.bmc.com/docs/x/3sFAM
Portions of this document are BMC Confidential. BladeLogic Confidential.
Contents
Release notes and notices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Known and corrected issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
18.05 enhancements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
License Management enhancements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Locating white papers, guides, and technical bulletins . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
What has changed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Technical bulletins . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Release notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Guides . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Flashes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Quick start . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Related topic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Key concepts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Business value . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Product architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
End-to-end process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Business Service Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
KCS support in BMC Knowledge Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
User roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
User goals and features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Knowledge search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Planning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
User permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
BMC Knowledge Management user permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
KCS user permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Related topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Permissions required to perform actions in BMC Knowledge Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
KCS permissions required to perform actions in BMC Remedy with Smart IT . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Functional role . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Installing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Related topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Configuring after installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Quick start process overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Configuration overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Analyzing organizational requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Setting up the framework . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
About the Application Administration Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Configuration prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Configuration tasks and reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Managing standard configuration data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Performing a standard configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Defining the application administrator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
BMC Knowledge Management 18.05 Page 2

Running a post-installation health check . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104

Migrating user permissions from the 7.2 and 7.5 releases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Converting XML-based articles from the 7.2 and 7.5 releases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
Converting articles from external file formats . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
Managing knowledge sources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
Configuring approvals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140
Adding status transitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148
Configuring application settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149
Configuring feedback strings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
Configuring system settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153
Configuring Submitter mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
Managing notifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
Enabling localization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
Setting the tenancy mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
Configuring the default web path . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
Changing the database schema sort order . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
Configuring the BMC Remedy Notification Engine threads count . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
Changing the time zone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
Upgrading . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162
Related topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162
Integrating . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163
Integrating with BMC Service Desk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163
Integrating with BMC Service Request Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163
Using . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163
Accessing and navigating the interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
Accessing the BMC Remedy ITSM Suite applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
Navigating the interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
IT Home page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
Navigating consoles, forms, and modules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168
Status groups and types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171
Status transition workflows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173
Using the Knowledge Management Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174
Functional areas of the Knowledge Management Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174
Managing custom searches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
Modifying your profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180
Receiving notifications about changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180
Creating and publishing knowledge articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181
Knowledge article functional areas . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181
Creating a knowledge article . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185
Managing knowledge article metadata . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
Editing a knowledge article . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212
Changing the status of a knowledge article . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213
Assigning a knowledge article . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213
Reviewing a knowledge article . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215
Managing knowledge article approval requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215
Revising knowledge articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219
To create a new version from a Published article . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220

Submitting a cancellation request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220

Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220
To submit a cancellation request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221
Related topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221
Working with reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221
Related topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222
Generating a standard report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222
Using qualifications to generate a report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223
Using advanced qualifications to generate a report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 224
Showing or hiding Crystal Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225
BMC Knowledge Management predefined reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 226
Managing broadcasts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 228
Creating broadcast messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 228
Viewing broadcast messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230
Controlling the timing of broadcast pop-up messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230
Searching for knowledge articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231
Types of knowledge search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232
Accessing the search page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232
Knowledge search guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232
Performing simple searches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 233
Performing advanced searches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234
Using knowledge search to resolve incidents and investigate problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239
Using knowledge search to resolve requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 240
Understanding search results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 240
Using search results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241
Using watch lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241
Watch List scenarios . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242
Managing knowledge articles on your watch list . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242
Managing watch list rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 243
Managing update requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244
Update request status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244
Using the Update Requests tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244
Update Request scenario . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245
Creating update requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246
Replying to update requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246
Sending a knowledge article by e-mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247
To send a knowledge article by e-mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247
Submitting and viewing feedback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249
To add feedback to an article . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249
To view feedback for an article . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249
Tagging a knowledge article as a favorite . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249
To tag a knowledge article as a favorite . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249
Using Global Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249
To use Global search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250
Limitation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251
Special characters and boolean expressions in Global search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251
Working with the KCS template . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252

Administering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253
Archiving knowledge articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254
Why archive? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254
Related topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254
Accessing the Application Administration Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 255
To open the console from a browser . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 255
Developing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 255
Adding relevancy boost parameters to searchable forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 256
To view, use, or send events to the interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 256
KCS forms and escalations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257
New forms in BMC Knowledge Management for KCS support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257
New escalations for KCS support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259
Existing forms updated for KCS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259
KCS forms and escalations in version 9.1.01 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 261
Forms in BMC Knowledge Management for KCS support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 261
Escalations for KCS Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264
Existing forms updated for KCS support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 265
Modifying the default names for optional review statuses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266
Modify default review status names in configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 267
Modify default review status names in form customization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 267
Modifying the way searchable articles are opened from search results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 268
To customize the open mode and view of searchable articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 268
To open a different form than the returned form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 269
Using web services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 269
Web services for BMC Knowledge Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 269
Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 270
Troubleshooting failed conversions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271
No results when searching FTS or RKM? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271
Empty Knowledge form opens after search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 273
Support Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 273
Contacting Customer Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 273
Support status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274
Additional resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274

BMC Knowledge Management is a framework for creating, publishing, reviewing, and searching IT knowledge articles. It
provides service desk analysts with a knowledge base of easy-to-find solutions and give users self-service search options
to help them resolve issues on their own.
Release notes and notices (see page 6)
Getting started (see page 44)

Quick start (see page 45)
Planning (see page 63)

Installing (see page 76)
Upgrading (see page 162)
Troubleshooting (see page 270)
Using (see page 163)
Administering (see page 253)
Developing (see page 255)
Integrating (see page 163)
Additional resources (see page 274)

Release notes and notices

Learn what’s new or changed for BMC Knowledge Management version 18.05, including new features, urgent issues,
documentation updates, and fixes or patches .
Note
This section only includes information about changes since the most recent release of BMC Knowledge
Management. If you are upgrading from a previous release, review the release notes for all applicable versions
of the product. For example, if you are upgrading from version 7.6.04, review the release notes for versions 8.0
, 8.1, 9.0, 9.1, and 18.05 (see page 6).
Tip
To stay informed of changes to this space, place a watch on this page.

Related topics
Known and corrected issues (see page 7)
Support Information (see page 273)
Related products
BMC Remedy IT Service Management Suite
BMC Service Desk
Date Title Summary
May 31, 18.05 enhancements BMC Knowledge Management version 18.05 provides defect fixes for this release. For enhancements in this release, see
2018 (see page 42) Remedy IT Service Management Suite enhancements .
Known and corrected issues
BMC Confidential. BladeLogic Confidential. The following information is intended only for registered users of docs.bmc.com.
The following issues pertain to this release of BMC Knowledge Management.
For known and corrected issues related to installation and upgrades, see Platform (Remedy AR System and Atrium
CMDB) installation and upgrade known and corrected issues .
Related topics
Corrected View the issues in the following tables by the default sort order, Corrected in, which shows the corrected issues first.
issues
The version number represents the update ( Year.Month.Release ) or release number (MajorRelease.MinorRelease.ServicePack.Patch
) in which the issue is fixed.
Known (open) An issue with no version number listed remains open.

issues
You can also filter and sort issues according to component or defect ID.

Note
The following table lists all the known issues and only the critical customer and partner reported issues
corrected in BMC Knowledge Management 18.05. For information about any particular issue that is not
listed in this table, contact BMC Customer Support.
Known and corrected issues

Application Description Affected Corrected Issue ID
or module versions in
BMC Service While installing BMC Service Level Management (SLM) standalone, the installation 18.05 SW00547710
Level completed with warning due to the following ARX import failure:
Management
udm_pentaho_transjob.arx import failed
Workaround: Install the ARX file manually.
BMC Service When an SR has a PDT and a parallel AOT, and you complete one of the fulfilment 9.1.02 18.05 SW00546466
Request records, Status of the SR is changed to In Progress instead of Completed with issue.
Management
BMC Service When a CI is removed from a service target, the measurement entries for that CI in the 9.1.02 18.05 SW00545278
Level SLM:Measurement form and the measurement child records in the SLM:
Management MeasurementChild form are also removed.
BMC Service If an assignee is not specified for a task, the notification is not sent to the group when 9.1.04 18.05 SW00545262
Request the task is initiated.
Management
Foundation For the Chinese locale in Remedy with Smart IT, the Closed option is not available in the 9.1.04 18.05 SW00545166
status drop down list.
Incident In the web services like HPD_IncidentInterface_WS when the Modify operation is 9.1.04 18.05 SW00544813
Management executed for records, the elements of required fields are not set as shown below:
minOccurs=0 and nilable=true
BMC When a Knowledge article is reassigned, users receive multiple notifications for the 9.1.00 18.05 SW00544702
Knowledge same Knowledge article.
Management
BMC Change For a Change Request, the next task in the sequence is not activated when the previous 9.1.04 18.05 SW00544182
Management task is closed. This happens when the assignee of the previous task does not have
access to the next task.
BMC Change For a Change Request, the task group templates are not activated even though the Task 9.1.04 18.05 SW00543293
Management Phase Management feature is enabled.
BMC While adding people records using the People form, when you add the necessary fields, 18.05 SW00545556
Knowledge select the Bundled option from the License Type field, and then try to add multiple GA
Management licenses, on clicking Save, the following error message is displayed:
Invalid license(s) assigned. : Can only assign 1 2015

pricing model. Application field contains 2 licenses.
(ARERR 9829)


BMC Service In the SRM:Request form, a user can view a Service Request that is assigned to a
Request Support Group and the user is not part of the Supoort Group.
Management
BMC Asset While creating a Requistion from Purchasing Console, the following error is displayed 9.1.03 18.05 SW00541171
Management because the Market Version Field is not available in the AST:Configuration form:
Product Categorization Tier 1, 2, 3, Product Name,
Market Version, Manufacturer are required for a
Software CI Type” (ARERR 45954)
Foundation For the Portugese locale, on the Advanced Options window in the Application 9.1.03 18.05 SW00541122
Administration Console less options are displayed compared to the English locale.
Foundation When you have users created in People form and run People Sync to sync records in 9.1.03 18.05 SW00541121
People form and AST:Person form, the user records are still in People form with
reconciliation identity as 0. The records are not reconciled for people and no records
are pushed to AST:Person. Also, when you search an Asset in the Asset Module and
assign an asset to the user, an error is displayed that people record is not reconciled.
Foundation When you log in as an administrator to create a record using the People form, and from 18.05 SW00544647
Login/Access Details > Update Permission Groups, add a permission group like
Knowledge User with License Type as Fixed, and then add another permission group
belonging to the same application license with the License Type as Floating, the User
License type value for the previous permission group (of the same application license)
will change to Floating instead of remaining as Fixed without displaying a warning
message.
Foundation If you create a user in the CTM:People form, assign read license to that user, and then 18.05 SW00547805
from the Login/Access Details tab > License Type field, select the Bundled option, select
the required license from the drop-down menu, and do not save the record, then, when
you click on some other user in the search result list and then go back to the same
record, an orphan record is created in the bundled licenses table.
Workaround: Manually remove the bundle related orphan record using the Remove
Bundle option.
BMC Service When you configure actions for an SRD to auto-fill responses to questions and you 8.1.02 18.05 SW00540757
Request create multiple actions for an SRD, the actions execute in parallel. You cannot create
Management dependencies that depend upon a predictable execution sequence. For more details,
see Configuring actions to auto-fill responses in a service request.
BMC Knowledge articles are displayed in the Recommended Articles section of the Smart 9.1.04 18.05 SW00541830
Knowledge Recorder even after they are retired.
Management


BMC Service While importing an ARX file to SLM, though the message for successful completion is 9.1.04, SW00543007
Level displayed, but the data is not imported. 18.05
Management
Workaround:
cd /<SLM Installed Directory>/BMCSLMInstallJVM/bin
./java -DisRik=1 -cp "/<AR Installed directory>/api

/lib/arapi91_build004.jar: /<AR Installed directory>
/api/lib/arapiext91_build004.jar:/<AR Installed
directory>/api/lib/log4j-1.2.14.jar:/ <AR Installed
directory>/pluginsvr/activation.jar" com.bmc.arsys.
apiext.data.DataImport -h 1 -g 1 -x
"nonrootusername@machine_Name" -u "AR Admin User"– p
“AR Admin Password” -a AR_ TCP Port -o "SLM arx file
path" -l "SLM arx log file path"
For example:
[nonroot@machine_Name bin]# ./java -DisRik=1 -cp "/opt

/bmc/ARSystem/api/lib/arapi91_build004.jar:/opt/bmc
/ARSystem/api/lib/arapiext91_build004.jar:/opt/bmc
/ARSystem/api/lib/log4j-1.2.14.jar:/opt/bmc/ARSystem
/pluginsvr/activation.jar" com.bmc.arsys.apiext.data.
DataImport -h 1 -g 1 -x "servername" -u "Demo" -o "
/opt/SLM/SLM_importfile.arx" -l "/opt/SLM
/SLM_arximport.log" -a 0
BMC While changing knowledge article assignment, the Row Level Access (RLA) Field is 18.05 SW00544905
Knowledge updated by RKM workflow as well as NTE:NTS:UpdateGroupList filter.
Management
BMC If your server is already assigned a bundled license and if you are changing the license 18.05 SW00546509
Knowledge assignment for an existing user from non-bundled to bundled, and if the license for that
Management application is not a part of that bundled license, the user permissions cannot be
modified and an error message is displayed.
Workaround: Before assigning any bundled license to the server, modify the user by
assigning appropriate permissions, which are applicable to bundled licenses.
For example: If your server is already assigned a bundled license and you have an
existing user who has been assigned the BMC:Change Mgmt User, BMC:Incident Mgmt
User, and the BMC:Problem Mgmt User licenses. Now, you try to assign a bundled
license that only contains the BMC:Incident Mgmt User and the BMC:Problem Mgmt
User licenses and then try to modify the user by removing the BMC:Change Mgmt User
license, the following error message is displayed:
ARException: ERROR (9829): Invalid license(s)

assigned.; Following licenses - BMC:Change Mgmt User
Fixed does not exist in the selected pricing model
Personal Data When multiple personal data is added for a job in the AR System Personal Data Privacy 18.05 SW00544649
Privacy utility, sometimes; multiple errors are displayed in the job logs.
Personal Data While searching personal data using the AR System Personal Data Privacy utility, 18.05 SW00544336
Privacy personal data is not searched inside an attachment.
Personal Data While anonymizing personal data using the AR System Personal Data Privacy utility, if a 18.05 SW00544330
Privacy size of a field is less than the Replace String field value, the anonymization operation
can not anonymize that field value.


Foundation After creating an Incident, even if you have not performed any activity on that incident, 9.1.04 18.05 SW00542592
additional work note entries are created in Remedy with Smart IT.
BMC Remedy When you install BMC Remedy Smart Reporting on a Oracle 11g R2 database and you 9.1.04 SW00543026
Smart run the Number Of Currently Flagged Articles report, the following error is displayed:
Reporting
ERROR (552): The SQL database
operation failed.;
ORA-00918: column
ambiguously defined ".
Please check the SQL
syntax and try again.
This error might also occur when you are creating new reports.
Workaround: Upgrade to Oracle 12c to resolve this issue.
BMC Remedy When you log in to BMC Remedy Smart Reporting as a system administrator and from 9.1.04 SW00542752
Smart the Administration Console, create a new view or edit any existing view, the tables that
Reporting you drag on to the canvas do not appear in a BMC Remedy Smart Reporting branded
format.
BMC Remedy When you log in to BMC Remedy Smart Reporting and go to Administration Console > 9.104, 18.05 SW00541107
Smart Onboarding > Single onboarding > All users, click Next, and select users from selected 9.1.04.002
Reporting groups instead of All Users and select all the user groups that are present, the
administrator is not a part of the selected group and the onboarding process fails with
an error.
BMC Remedy When you log in to BMC Remedy Smart Reporting and go to Administration Console > 18.05 SW00546264
Smart Views, edit an out-of-the-box view, and try to open a join by clicking the join link, the
Reporting following error message is displayed:
This Page isn't working ERR_EMPTY_RESPONSE
Workaround: Follow the steps given in the Using BMC Remedy Smart Reporting with
Tomcat version 8 section.
Data If you run a data management job by using the BMC template, and you attach the UDM 9.1.04 SW00540560
Management spreadsheet to the job, one of the following error conditions occurs:
18.05
You are unable to attach the spreadsheet to the job.
OR
The data management job remains in the In Progress status.
Workaround:
1. Clean the browser cache and close the current browser session.
2. Open the job console in a new browser session and run the job again.


BMC Release If you create a new release management record, add work information details, and save 9.1.04 18.05 SW00540565
Management the record, the system issues the following error message:
Required field
can not be blank. :
RMS:Release :
ReleaseID (ARERR 307)
Required field can not be blank. :
RMS:Release :
Description (ARERR 307)
RMS:Release :
Location Company (ARERR 307)
RMS:Release :
Last Name (ARERR 307)
RMS:Release :
First Name (ARERR 307)
RMS:Release : Company (ARERR 307)
Workaround: To add the work information details, you must first save the release
record, then modify the record to add the work information details.
BMC Remedy When you run the currency utility manually on the AR System server for versions 9.0, 9.1.04 SW00538850
Action 9.0.01, 9.1, and 9.1.01, you receive an error for the following forms.
Request 18.05
TMS:Task
System
Error message:
Failed to create overlay of object :

10003000, ERROR (8863):
Before creating an overlay of a
field or a form view,
you must create an overlay
of the object's associated form.;
TMS:AuditLogSystem:10003000
AST:PurchaseLineItem
Error message:

10003000, ERROR (8863):
you must create an overlay of the
object's associated form.;
AST:AuditLogSystem:10003000
CTR:ContractBase forms
Error message:

10003000, ERROR (8863):
you must create an overlay of the
object's associated form.;
CTR:AuditLogSystem:10003000


BMC Service If you try to manually update a service level agreement when an SVT is attached to the 9.1.04 SW00540525
Level SLM:
Management ConfigManualSampling form, you receive the following error: 18.05
Error message:
No active Currency Code found

on the Currency Code form. :
301539300 (ARERR 985).
Workaround: Run the currency utility and set the default currency value for BMC
Service Level Management to the same as the value set in BMC Remedy ITSM. You must
run the currency utility on the following forms:
SLM:AssociationSVTCompMeas
SLM:CloneBase
SLM:Contract
SLM:CostCalculator
SLM:GoalSchedule
SLM:LoadContract
SLM:LoadGoalSchedule
SLM:LoadMeasurement
SLM:LoadMeasurementChild
SLM:LoadPenaltyRewards
SLM:LoadServiceTarget
SLM:LoadSLAAssociation
SLM:LoadSLACompliance
SLM:LoadSLAComplianceHistory
SLM:LoadSLADefinition
SLM:Measurement
SLM:MeasurementChild
SLM:MeasurementChild_Association
SLM:PenaltyRewards
SLM:SampleComplianceOnly
SLM:ServiceRequest_SLA
SLM:ServiceTarget
SLM:SLAAssociation
SLM:SLACompliance
SLM:SLACompliance_Category
SLM:SLACompliance_ContractAssoc_Outer
SLM:SLAComplianceContract_Join
SLM:SLAComplianceHistory
SLM:SLADefinition


BMC Asset If you try to create a large volume of CI records for BMC Discovery, the performance of 9.0.01, SW00538079
Management escalation that creates the CI records in the AST: Attributes form slows down, which
causes a delay in the process. 18.05
Workaround:
1. Log in to BMC Remedy Developer Studio and open the ASI:SYA:ProcessRecords

form.
2. In the Escalations Options, set the value of Pool Number to 3.
BMC Service When you set the Approval Type value to Person in an SRD and then create a service 9.1.04 SW00538543
Request request for it, the request is not sent to Approval Central for approval. Instead, it gets
18.05
Management rejected.
Workaround:
1. Log in to BMC Remedy Developer Studio and open the SRM:Request form.
2. In the SRM:Request form, select Price > Attributes > Currency Type and perform
the following actions:
Change the value of Primary Currency to EUR.

This moves EUR to the first position in the Selected Types list under
Allowable Currency Types.
Similarly, move EUR to the first position in Functional Currency Types.
Change the value of Default Value currency to EUR.
3. Perform the step 2 for the fields SRD_PU and SRD_PL in the APR:Approver
Lookup form.
BMC Change If you configure Approve if Risk and Notify if Risk for the approval mapping, the system 9.1.02 SW00529999
Management fails to generate non-approval notifications.
Foundation When you create an incident with a task, and then update the Company and Customer 9.1.02 SW00520807
fields for the incident, the updated field values are not reflected in the task.
BMC Remedy In the BMC Remedy Deployment Application, when you import a package containing a 9.1.04 SW00538655
Action newly created task or task group template on the destination server, and then roll back
Request the package, the task and task group is not rolled back but exists on the destination
System server. However, the status of the package is set to Rollback.
BMC Remedy In the BMC Remedy Deployment Application, when you import a package containing a 9.1.04 SW00538656
Action newly created SRD on the destination server, and then roll back the package, the SRD is
Request not rolled back but exists on the destination server. However, the status of the package
System is set to Rollback.


Task When you copy tasks in a change request by performing the following steps, an error 9.1.03 SW00537825
Management message is issued.
1. Create change request with a task and provide information for Requestor A.
2. Change the status of the change request.
3. Modify the information in Impacted Areas for Requestor A, such as Organization

and Department.
4. From the Functions list, select Copy Change.
5. In the Copy Infrastructure Change dialog box, select Yes for Copy Tasks.
6. In the Copy Tasks dialog box, select Copy Requestor Information; click OK.
7. Click Start Copy in the Copy Infrastructure Change dialog box and proceed to
copy the change request.
Error message:
"The Company, Organization

and Department combination
entered does not exist.
Please select a
valid Company,
Organization and Department
combination
using their respective
related menus. (ARERR 1071115)".
Foundation A user with Contact People User permissions is able to modify the Support Staff People 9.0.01 SW00503584
profile in the People form.
BMC Service When you upgrade the system from version 7.6.04 Service Pack 1 to 9.1.04, during the 7.6.04 SW00536648
Level SLM Collector installation, the system issues the following error while setting the AR Service
Management object deletion log file path: Pack 1
SEVERE,com.bmc.install.product.slm. 9.1.04
SLMPreInstallTask,
LOG EVENT {Description= 18.05
[Error occurred while
setting the AR
object deletion log file path],
Detail=[java.io.IOException:
No such file or directory]}
INFO,com.bmc.install.product.
slm.SLMPreInstallTask,


Foundation You cannot assign the Deployment Manager role by using the CTM:People form. 9.1.04 SW00531819
Workaround:
1. In the AR System, create a permission group in the Groups form, such as

Deployment Application and map this group to the Deployment Manager role in
the Roles form.
2. Depending on whether BMC Remedy IT Service Management is installed on your

system, do one of the following actions:
If BMC Remedy IT Service Management not installed:

Assign the permission group you created in step 1 to the user by using
the User form.
If BMC Remedy IT Service Management is installed:
1. In the LIC:SYS-License Permission Map form, enter the following set of

values:
Permission group — Name of the group created
License Required — None
System Lock — Yes
View Access — Public
Navigation Tier — AR System
Status — Enabled
2. Save the form.

You can now assign the Deployment Application Permission Group to
the user in the CTM:People form.
BMC Service If you use a locale other than English to create an SVT and select a qualification field 9.1.03 SW00532271
Level value form the drop down list such as Priority, the following error message is issued:
18.05
Management
Error message:
The value specified for the

selection does not match any
of the values defined for this field:
(High). (ARERR 1588)".
Workaround:
When you create an SVT by using a locale other than English, use the ENUM values
instead of the qualification field values from the drop-downs.
BMC Service If you change the Approval Type value from Custom to Manager or Group in an SRD, 8.1.01 SW00512348
Request the system still follows the approval chain configured for the Custom or Group
9.1.04
Management approval type.
18.05
Workaround:
1. From the Application Administration Console, select Custom Configuration >

Service Request Management > Approval > Approval Chains.
2. In the Selection Criteria field, enter the qualification as
AND 'z1D_Approval_Keyword' = "SRM_CUSTOM".


BMC Service If you have stand-alone BMC Service Level Management 9.1.03, SW00529286
Level (no ITSM), you must enable 9.1.04
Management the CTR:ContractBase form in the Remedy_Service_Level_Management.xml file. 18.05
The CTR:ContractBase form is required for the BMC Service Level Management delta
data migration.
Perform the following steps to enable the

CTR:ContractBase form:
1. In the C:\Program Files\BMC Software\Migrator\

migrator\DeltaDataMigration\Packages
\SLM\8.1.02\Remedy_Service_Level_Management.xmlfile,
search for CTR:ContractBase.
2. Update data enabled = true.
BMC Asset 9.1.03, SW00537943

Management 9.1.04,
18.05
Data The dataload job for the People template might get stuck in the Promote step due to a 18.05 SW00530405
Management user_cache deadlock issue.
Workaround:
1. Log on to BMC Remedy Developer Sudio.
2. Navigate to the DMT:TMG:StepThread_SetNumberOfThreadsPeople filter.
3. In the Set Field action field, set the value for $NumberOfThreads$ to 1.
With this value, only one thread is used to process records for People
Permission Groups and Support Group Associations and the deadlock issue is
avoided. The performance of the dataload job depends on the number of
records to be processed for the forms.
Data In the People Template, when you create data for People Template Support Group 9.1.03 18.05 SW00530122
Management Associations, either manually or by importing the Onboarding_Sample_PeopleTemplate.
xlsm spreadsheet using the Onboarding Wizard, the Validate step displays the following
error:
Exception Codes: 12130; Exception Text:

The parent People Template specified must
have the Support Staff flag set to 'Yes'.
Workaround: Open the CTM:LoadPeopleTemplate form directly, search for the records
in the applicable job and set the values for following fields as given below before the
Validation step:
Set the Support Staff flag to Yes.
License Type to Read and Full Text License Type to None.
BMC Service When SLM:EventSchedule:TAD_PollingEscalation runs in the default escalation pool, all 9.1.02 SW00520850
Level other escalations running in that pool are blocked.
18.05
Management
Workaround: For more information, see KA348507 .
Data The Data Management file path is not set by default when you upgrade from BMC 9.1.03 18.05 SW00528978
Management Remedy ITSM version 7.06.04 to 9.1.03.
Workaround: You must specify the Data Management file path explicitly in SYS:System
Settings after you upgrade the system from 7.6.04 to 9.1.03.


BMC Service When you create a Service Request Definition (SRD) by using the Product Ordering AIF 9.1.01, SW00526504
Request form, and you configure a product for ordering in this SRD and then create a service
Management request for this product, the Price field shows the actual price of the product. However, 9.1.02
when you save this request as a draft, the value in the Price field is 0.0. 18.05
BMC Remedy In BMC Remedy Smart Reporting version 9.1.03, after importing the out-of-the-box 9.1.03 18.05 SW00529650
Smart reporting content, you cannot select a value for the Business Service filter in the
Reporting Service Dashboard. The Business Service filter does not display any options.
Workaround
In BMC Remedy Smart Reporting version 9.1.03, after importing the out-of-the-box
reporting content to the reporting server, administrator must perform the following
steps as a onetime activity to enable the Business Service filter options.
1. Log on to BMC Remedy Mid Tier.
2. Navigate to Smart Reporting > Smart Reporting Console.
3. On the left navigation menu, click Browse > Reports > Total Open Incidents.
4. From the top navigation bar, click Edit > Data.
5. Click the filter formatting icon from the top navigation bar.
6. In the Filters section, click Business Service.
7. Expand the Entry Style section.
8. Click Test Query. A message is displayed indicating the successful execution of

the query.
9. Click Report > Save.
10. Click Save. A message is displayed if the changes made to the report require
translation. Click Yes.
11. On the left navigation menu, click Browse > Dashboards > Service Dashboard.
12. The Business Service filter now displays the available options.
BMC Service If you modify multiple SRDs using the Modify All option, all the Survey fields are not 8.1.00, SW00525624
Request updated. 8.1.01,
Management 8.1.02,
9.0.00,
9.0.01,
9.1.00,
9.1.01,
9.1.02,
9.1.03
9.1.04
18.05


Data When you rename a Change Template Authoring Group using Data Wizard, the 9.1.02, 18.05 SW00524797
Management templates created for this authoring group does not appear in the search results of 9.1.03
Template+ field, if a member of this group creates a new change record.
Workaround: Open the template and add the renamed Change Template Authoring
Group to Groups that use this template table and save the template.
Data If plugin server is not available while your UDM job running at the Promote step, the job 9.1.03 SW00528580
Management remains stuck at the Promote step. The step does not display any error message.
Workaround: Extract the data that is not processed, create a new job with this data
using the correct spreadsheet, and run the job.
BMC Remedy If you navigate to BMC Remedy Smart Reporting from BMC Remedy with Smart IT 9.1.00, SW00524715
Smart (SmartIT), click an Article ID hyperlink from BMC Knowledge Management reports, the 9.1.00.001,
Reporting article is not cross-launched in SmartIT. The same article is cross-launched in BMC 9.1.02,
Remedy Mid Tier if you navigate to BMC Remedy Smart Reporting from BMC Remedy 9.1.02.001
Mid Tier.
Workaround:
To open a knowledge article in SmartIT, c reate a hyperlink object in BMC Knowledge

Management reports or views with DocID field, and add the SmartIT URL to the object.
For example, add
http://<SMART_IT_
SERVER>:<PORT>/
ux/smart-it/#/
search/##/ to the DoCID field.
BMC Remedy When you log on to BMC Remedy Smart Reporting admin console as a super admin 9.1.02 18.05 SW00519283
Smart user by using Internet Explorer, the following features do not work:
Reporting
Signout: On the BMC Remedy Smart Reporting admin console, when you click
Signout, you are not logged off from the application and still remain on the
same page.
Reporting content selection options: The following drop-down lists in the

Import Content section do not display any options:
Client Org name
Product name
Select version
Workaround: Use Mozilla Firefox or Google Chrome to log on to BMC Remedy Smart
Reporting admin console as a super admin user.


Foundation When you run the Data Management contract job, the following error is displayed. 8.1.00, 18.05 SW00495265
8.1.01,
1182 – Invalid child identifier 8.1.02,
9.0.00,
Workaround: In the 9.0.01,
CTR:LCR:Validate 9.1.00,
CertificateChild_ 9.1.01,
Staging filter, update the below information at the start of the qualification used in the 9.1.02
Set Field action:
From: ('CertificateName' =
$Child_Instance_ID$)
AND ('DL_Status' >=
"Validated") AND
('Error_Flag' = ) AND
('Parent_Job_GUID' =
$Parent_Job_GUID$)
To: ('instanceId' =
$Child_Instance_ID$)
AND ('DL_Status' >=
"Validated") AND
('Error_Flag' = ) AND
('Parent_Job_GUID' =
$Parent_Job_GUID$)


BMC Change If you attach a Process Designer process to a Change request, the Change request gets 9.1.02 SW00520806
Management stuck in the Planning In Progress (PIP) status even after approving it. This issue arises
only in the fresh install of BMC Process Designer. 18.05
Workaround: A user with administrator permissions must manually update the

following fields in the AP:Rule Definition form for the rules - Process Designer Rejected
and Process Designer Approved:
Field Value Value

to be to be
updated updated
for the for the
Process Process
Designer Designer
Rejected Approved
rule rule
Qualification ‘Approval 'Approval

Definition Definition
ID' ID'=
=$Approval $Approval
Definition Definition
ID$ ID$
Temp Rejected Approved

Approval
Server
Result
Change $Rejected $To Status

Request StatusInt$ Int$
Status
Status $Reject $Status

Reason Approval Reason$
Status
Reason$
Active Note: $\NULL$

Approval This
field
does not
exist for
this rule.
Current $Rejected $Approved

Stage StageNo$ StageNo$
Number
Approval 2 1
Status


BMC Service When you perform the following actions by using the out-of-the-box web service, an 9.1.00, SW00520510
Request attachment added to a work info is missing: 9.1.01,
Management 9.1.02
1. Create a service request
9.1.04
2. Add work info to the service request. 18.05
3. Add an attachment to the work info.
Incident On the BMC Remedy ITSM home page, when you search for tasks, the search results 9.1.00, SW00520829
Management fetch a single task even if multiple tasks exist in the system. 9.1.01,
9.1.02
BMC Service When you view the milestones attached to a successfully built service target and close 8.1.01 - 18.05 SW00521251
Level the service target, the following conditions occur. 9.1.02
Management
A message is displayed mentioning the service target is updated.
The milestones attached to the service target are deleted.
The status of the service target changes to Need to be rebuilt.
Foundation When you assign user A's ticket to user B, the number of open tickets assigned to user 9.1.01, 18.05 SW00520349
A does not decrease but remains the same. 9.1.02
Asset An alternative approver does not receive the approval notification for a purchase 9.1.01, 18.05 SW00519519
management request. 9.1.02
Data When you execute a Data Management job, it gets stuck in In Progress state for a long 9.1.02 SW00520351
Management time. When you check arjavaplugin logs, you may get an error relevant to invalid
execution instance or an error relevant to creating an entry in the UDM:Execution form.
Workaround: You may try one of the following workarounds:
Restart your AR Server and rerun the Data Management job.
Remove the execution entry of the Data Management job from the UDM:
ExecutionInstance form and rerun the job.
BMC Remedy After replacing the old URL with the new URL in the Incident Number Hyperlink field of 9.0.00, Not available
Smart BMC Remedy Smart Reporting, the tickets continue to open in the BMC Remedy Mid 9.1.00,
Reporting tier irrespective of the application specified in the URL. 9.1.01
Workaround: For the cross launch feature to work, open the relevant report, remove
the Incident Number Hyperlink field and add it back to the report. For details, see
Updating cross launch settings.
BMC Remedy Email based request creation requests are processed by both the BMC HR Case 9.1.01 SW0051196
ITSM Management email engine and the Rules Based Email engine, resulting in duplicate
records.
Workaround: Contact BMC Support to get the hotfix to fix this issue.
BMC Service When you create a Service Level Agreement (SLA) for a change request and attach a 8.1.01, 18.05 SW00504183
Level milestone action with the email notification method, the email received by the users 8.1.02,
Management includes a change request link. The system displays an error message when the change 9.0.00,
request link in the email is clicked. 9.0.01,
9.1.00,
9.1.01


BMC Service A qualification with value=column on a filter creates performance issue. For example, if 9.0.00, 18.05 SW00504839
Level you set the below filter and qualification for a Set Field operation instead of column = 9.0.01,
Management value, performance issue occurs: 9.1.00,
9.1.01
SLM:Team
Measurement:
DoTimeGet
BusinessEntity
NothingInValue`!
('SVTInstanceID' =
$ SLA_InstanceID $)
AND ('Application
InstanceID' = $
Application_
InstanceID $)
BMC recommends you to use a qualification with column = value.
Additionally, when you create a Service Level Agreement (SLA) for a change request
and attach a milestone action with the email notification method, the email received by
the users includes a change request link. The system displays an error message when
the change request link in the email is clicked.
BMC Remedy When BMC Remedy Single-Sign On (RSSO) is installed and configured for BMC Remedy SW00506700
ITSM AR System, clicking the Approve, Reject, or Hold options in Approval Central two dialog
boxes are displayed: the credential sign in dialog box and the double authentication
dialog box.
BMC Service When you change the sequence of multiple milestone actions associated with a service 9.1.00, SW00494402
Level target (SVT) by using the Up or Down button, save the changes, and reopen the SVT, 9.1.01
Management the system displays an error message. The actions whose sequence is changed are
18.05
deleted from the Milestones tab.
Workaround: Instead of using the Up or Down button to change the sequence of

milestone actions, adjust the sequence by manually deleting and adding the appropriate
actions after reopening the SVT. The Milestones tab displays the updated sequence of
actions.
BMC Remedy On the Approval Central form, when a user approves the request from the 3-way join SW00509868
ITSM form, the following error is displayed in the log since the password value is sent as a
text value.
(RSSO)
Error while
decrypting
password
in Confirm
Password
Process
Evaluator
for RSSO
authentication
javax.crypto.
IllegalBlock
SizeException:
last block
incomplete
in decryption
Workaround: Ignore this error from the log file.


BMC Remedy The work info email does not get sent if you use lower case prefix in the subject line of 9.1.00 18.05 SW00499748
ITSM the email when updating an incident using RBE. Also, no error is displayed about this
failure.
Workaround: In the RBE:Rule form, add the following Rule Qualification for the Incident
Add Worklog rule:
('Subject' LIKE
"RE:%") AND
('Subject' LIKE
"%INC%")OR
(('Subject' LIKE
"%inc%")
Data When you create support groups using the Unified Data Management (UDM) 9.1.00 18.05 SW00499853
Management (Data Management >
Spreadsheet Management >
Spreadsheet Type >
BMC template) and import them into ITSM, these support groups are not automatically
available for assignments.
For example, create support groups for Invention Inc. using the UDM. If you select
Invention Inc. as a contact/location company while creating/modifying a ticket, the
assignment menus do not display the support groups of Invention Inc.
Workaround: For making these support groups (created using the UDM) available for
assignments, you must include them to the company they belong to.
In the example below, let us include the support groups (created using the UDM) to
Invention Inc.
1. From the
Application Administration
Console > Foundation >
Advanced Options >
Support Group Assignment
Configuration > Configure
Assignment Groups for a
Service Company >
Support Company drop-down list, select Invention Inc. This displays the list of
support groups associated with Invention Inc.
2. From the Service Company Assignment Support Groups drop-down list on the
Configure Assignment Groups for a Service Company form, select Invention Inc.
3. Select the required support groups (displayed on the left) and click .
The selected support groups are added to Invention Inc. and are available for
assignments.
Foundation For a change request, the 112 value of an associated task is not updated when you 9.1.00 18.05 SW00498193
update the Coordinator, Manager, or Requested for details.


Data In Data Management, when you use the Data Wizard and select the option for merging 9.1.00 18.05 SW00497353
Management target value for company merge, then if you select a company from the Merge into this
company section, you get the following error:
The specified
menu is
invalid.
(ARERR 9372)
Data When you try to merge Company or Support Group data, you get the following error: 18.05 SW00497840
Management
552: "The
SQL database
operation
failed.",
"ORA-00933:
SQL command
not
properly
ended.
Data In Data Management, when you try to merge Support Group data, when no other 9.1.00 18.05 SW00497865
Management Count or Update operation is in progress, you get the ARERR 45457 error. An error
message similar to the following error is displayed:
An other
Count/
Update
action with
the Data
Wizard
started at
10/26/2015
1:16:51 AM
is currently
being
performed.
Only one
Count/Update
action can
be performed
at any
given time.
(ARERR 45457)
Data In Data Management, when you run the Count operation in Data Wizard, the operation 9.1.00 18.05 SW00497978
Management remains does not complete, and the status of all target objects remains Pending.
Data After you merge two companies by using the Data Wizard in Data Management, users 9.1.00 18.05 SW00498045
Management from the merged companies cannot select support group values from dropdown lists
such as Assignee Group, Owner Group, and so on.
Data Using the Data Wizard, when you merge the support group belonging to one company 9.1.00 18.05 SW00498142
Management into support group of another company, the support group data of the merged
company is not properly associated with people record.
Data When you try to merge support group belonging to the same company, the link for 9.1.00 18.05 SW00497460
Management Application Maintenance Console is not available.


BMC Service When you create a change request to attach a service target for the CHG:Infrastructure 9.0.00, SW00488024
Level Change form, the SLM Data Visualization Field widget does not display the SVT due 9.1.00
Management date under SLM Status.
18.05
However, when you click the SLM Data Visualization Field, the SLM:Integration Dialog
form opens and displays the correct SVT due date values.
BMC Service When you attach a service target to the HPD:Help Desk, CHG:Infrastructure Change, 8.1.01, SW00472524
Level SRM:Request, or the WOI:WorkOrder data sources and if the service target due date is 9.0.00,
Management breached, due to a direct SQL command from the filter corresponding to the data 9.1.00
source involved, only the application record SLM Status field is updated to a breached
status. The Last Modified By or Last Modified Date fields are not updated. 18.05
BMC Service When you define service targets while configuring templates for milestones, export 8.1.00, SW00418630
Level these service targets to create an .arx file, and import this .arx file from the source SLM 9.0.00,
Management server to the target SLM server, the import fails because of unique index violations. 9.1.00
Workaround: For more information, see KA288979. 18.05
BMC Service When you update a new CI Unavailability record and if the Terms and Conditions of the 8.1.00, SW00407896
Level service targets no longer apply, the detach feature does not remove the service target 9.0.00,
Management from the request. 9.1.00
Workaround: For more information, see KA413254. 18.05
BMC Remedy When you create a process using other Requests forms such as AAS:Activity, then the 9.1.00 SW00496940
Process child user can view all the support groups in the in Assignment tab of tasks.
Designer
BMC Remedy If a process has a first set outcome task and subprocess tasks, then both the tasks 9.1.00 SW00496942
Process execute simultaneously instead of one after the other.
Designer
BMC Remedy The non users of BMC Remedy Process Designer not having administrator rights are 9.1.00 SW00496947
Process able to access the PD ABYD Template forms and make changes to the process.
Designer
BMC Remedy The ABYD:Console Logging does not display any search results in the Configuration tab 9.0.00, SW00497890
Process on the Process Designer Configuration form. 9.1.00
Designer
BMC Remedy Process Tracker ignores the "Maintain Layout in Process Tracker" setting when using it 8.3.03, SW00461292
Process for processes that have sub processes. 8.3.04,
Designer 9.1.00
Workaround: Currently no workaround is available for this issue.
BMC Remedy Sub-Processes display multiple dependency lines in the Process Tracker. 8.3.03, SW00461293
Process 8.3.04,
Workaround: Ignore the multiple dependency lines.
Designer 9.1.00
BMC Remedy An error occurs when you create a Purchase Line Item if you use the value of a process 8.3.03, SW00435120
Process field as the value of the Price field. An error is reported in the log file as follows: 8.3.04,
Designer 9.1.00
ERROR (986): Currency fields cannot be used for
grouping
Workaround: Use an explicit value instead of the process field value for the
corresponding product.
BMC Remedy An error occurs when you create a Work Order if you use the value of a process field as 8.3.03, SW00435136
Process the value of the Request Assignee - Support Group field on the Work Order form. 8.3.04,
Designer 9.1.00
Workaround: Use explicit support groups within the action.


BMC Remedy The Go-Back functionality in the Process Wizard does not work if the previous task was 8.3.03, SW00433675
Process an auto-complete task. 8.3.04,
Designer 9.1.00
Workaround: Make sure that you use the Go-Back functionality only in a step that
follows an auto-complete task.
BMC Remedy When you create a Work Order from a Service Request by using the Create New 8.3.03, SW00434614
Process Request action, updates to the Work Info or Activities log in the Work Order are not 8.3.04,
Designer reflected in the Service Request. 9.1.00
Workaround: Manually update the Work Info or Activities log in the Service Request
and Service Request information when either is updated.
BMC Remedy Check box field type is not populated by using the Set Field action. 8.3.03, SW00435137
Process 8.3.04,
Designer Workaround: Use either character or integer type. 9.1.00
BMC Remedy When you update the Date or Time field by using the Update Parent Request action, an 8.3.03, SW00435305
Process incorrect value is set. 8.3.04,
Designer 9.1.00
Workaround: Do not use the Update Parent Request action to update Date or Time
fields.
BMC Remedy The following issues appear in the French locale of BMC Remedy ITSM Process 8.3.03, 18.05 SW00441865
Process Designer in the French language: 8.3.04,
Designer 9.1.00
The Email Address field is not enabled after you select the defined email
address.
Few buttons are not shown completely within some forms.
Some text is not translated to French.
Workaround: Truncated buttons work as designed. You can ignore text that is not
translated to the French language.
BMC Remedy An error occurs if you create a task that uses the Set Field and Update Request actions 8.3.03, SW00444736
Process to copy a date value from a request to a Date type field in a process. 8.3.04,
Designer 9.1.00
Workaround: Use the Date/Time process field type. This is applicable for date values
too.
BMC Remedy If you use a colon in the name of the export file, BMC Remedy ITSM Process Designer 8.3.03, SW00441463
Process creates an empty file. No error message about invalid characters is displayed. 8.3.04,
Designer 9.1.00
Workaround: Do not use a colon in the file name of the exported file.
BMC Remedy You cannot use a particular dynamic menu for more than one field in a process. 8.3.03, SW00435121
Process 8.3.04,
Designer Workaround: To use dynamic menus in a process, create a separate menu for each 9.1.00
field.
BMC Remedy When you use process fields for the Creation ID and License Type fields, the field values 8.3.04, SW00435116
Process are not populated when you create a new request by using the Create New Request 9.1.00
Designer action.
Workaround: Manually populate the actual values.
BMC Remedy Previously installed integration component is not detected when upgrading BMC 9.1.00 18.05 SW00485500
Process Remedy ITSM Process Designer from version 8.3.02 or 8.3.03 to current version
Designer
Workaround: When performing the upgrade select all previously installed integration
components.


BMC Remedy BMC Remedy ITSM Process Designer rerun does not support additional locales 9.0.00, 18.05 SW00485598
Process selection if you are using BMC IT Service Management and BMC Service Request 9.1.00
Designer Management of versions prior to 9.0.
BMC Remedy When using mid tier on a computer installed with Java version 8, the following behavior 9.0.00, 18.05 SW00486544
Process is observed: 9.1.00
Designer
The outcome labels, of the dependency links for the corresponding decision
task, appear overlapped, when viewing the process in the process tracker.
BMC Remedy If you have installed the BMC Remedy ITSM Process Designer client on a computer 9.0.00, 18.05 SW00486556
Process installed with Java version 8 (irrespective of the Java version installed on server or 9.1.00
Designer midtier), then you cannot select a preferred layout for any process, as the Layout
option is unavailable.
BMC Remedy The Process Layout displayed on BMC Remedy ITSM Process Designer client is not 9.0.00, 18.05 SW00486532
Process same as the layout displayed in Process Tracker. Layout displayed in Process Tracker 9.1.00
Designer appears as a mirror image of the layout in the BMC Remedy ITSM Process Designer
client.
BMC Remedy During creating a new process request, if you change the request type, all the fields are 9.0.00, 18.05 SW00486235
Process cleared. If you click Cancel during the first step and try to save the process, an error 9.1.00
Designer message is displayed requesting you to enter values for required fields. However, if you
click Next, leaving all the fields blank, then null values are saved even after you click
Cancel.
BMC Remedy Process Designer Label with more than 20 characters in a single string is not displayed 9.0.00, SW00482766
Process in the Process Tracker. 9.1.00
Designer
BMC Remedy When creating a Service Request Definition (SRD) using Process Designer with SRD 9.0.00, SW00488250
Process Type selected as Quick Launch, and after you submit the request, the following error 9.1.00
Designer message is displayed on Request Entry console in BMC Service Request Management
application:
No URL
Specified
for Service
Request
Definition,
please
contact
your admin.
(ARERR
45382)
Workaround: When creating SRD using Process Designer, select SRD Type as Standard.
Data In the Onboarding Wizard, when you click on a step before the data in the table for the 8.1.02 SW00469300
Management previous step is loaded, a caught exception error is displayed.
To troubleshoot: You must wait for the data from the previous step to loaded before
you click the next step. In case the error is displayed click OK in the error dialog box.
Data BMC Asset Management lets you save Transactional CI records with invalid 8.1.00, SW00464346
Management categorizations, however, the Data Management component will not import 9.1.00
Transactional CI that do not have valid categorization types. The behavior between
BMC Asset Management and Data Management is inconsistent.


Deployment In the AR System Deployment Management Console, when you import a zipped file 9.0.00, SW00482614
Management containing form data which is not present on the target server and click Deploy, the 9.0.01
Console Status changes to Deployed, but the Status Reason displays the following error:
ERROR (303): Form does not exist on the server.
Note: Ensure that the form data is present on the target server before you start the
import.
Deployment In the AR System Deployment Management Console installed on a BMC Remedy IT 9.0.00, 9.1 SP4 SW00488614
Management Service Management stack, when you create a package that is validated against any 9.0.01
Console analyzer rules and click Build, the build process fails with the following error:
Error: ARMigratePlugin: Validation completed.

Results: User-Rules ERROR: Internal Error, Analyzer
returned a null/invalid result-code.
Workaround: From the armonitor.cfg (armonitor.conf) file increase the maximum size
for the Java Heap.
1. Stop the BMC Remedy AR System server.
2. For Windows:
a. Open the
armonitor.cfg file located
<ARSystem
InstallDir>
\ARSystem\
Conf\ directory.
b. Locate the following Java plug-in server command and change the
maximum size for Java Heap
C:\Program Files\
Java\
jre1.8.0_31\
bin\java>"
-Xmx512m
-classpath
"<C:\Program
Files\
BMC Software\
ARSystem\
pluginsvr
to
C:\Program
Files\
Java\
jre1.8.0_31\
bin\java>"
-Xmx1024m
-classpath
"<C:\Program
Files\
BMC Software
\ARSystem\
pluginsvr


3. For UNIX:
a. Open the
armonitor.conf file located
/etc/arsystem/
<servername>/ folder.
b. Locate the following Java plug-in server command and change the
maximum size for Java Heap.
usr/JAVA/
jdk1.7.0_67/
jre/bin/java
-Xmx512m
-classpath
/data1/bmc/
ARSystem/
pluginsvr
to
usr/JAVA/
jdk1.7.0_67/
jre/bin/java
-Xmx1024m
-classpath
/data1/bmc/
ARSystem/
pluginsvr
4. Save and close the

armonitor.cfg
(armonitor.conf) file.
5. Restart the BMC Remedy AR System server.
Calendar The following issues were identified with the Calendar component when using 8.1.01 SW00463094
Microsoft Internet Explorer version 11: 8.1.01.001
The Filters and Queries bar overlaps the records displayed on the Calendar.
Sub-menus for the pre-defined queries listed under Filters and Queries are not
displayed.
The tabs on the Details flyout menu are not displayed.
Workaround: In the Mid-tier configuration file, config.properties, change the value of

arsystem.emit_
X_UA_
compatible_
mode variable from Edge to 10.


BMC Asset When you create an Asset Restoration service target using AST:CIUnavailability, add 8.0.00, SW00491758
Management specific milestone actions, and then build the service target, the Milestone filter does 8.1.00,
not build as expected. 9.0.00,
9.0.01,
Workaround: 18.05
1. From the Home Page, open the Application Administration Console.
2. Click the Custom Configuration tab.
3. Expand Service Level Management >

Configure Application Settings.
4. Double-click Templates.
5. From the Show Templates For list, select Actions.
6. Double-click the Notify Availability Assignee entry.
7. Click one of the duplicate z1D Action entries.
8. Click Remove Item.
9. Click OK.
The Templates dialog box reappears.
10. Click Update Linked Objects.

Note: Make sure that the Action you recently modified is selected.
11. Repeat steps 6-10 for "Notify Availability OLA Assignee" and "Notify Availability
Assignment Group Manager."
12. Rebuild the service targets with a status of "Need to be Built."
BMC Asset CIs were unavailable to users with a hypen (-) in their name fields. 18.05 SW00463273
Management
BMC Asset The CMDB audit form did not display when launched from a Virtual System Enabler CI 18.05 SW00464057
Management record.
SW00466995
BMC Asset When creating a configuration item (CI) in the Atrium or Asset console with the 8.1.00, SW00494062
Management Sandbox enabled, existing attributes values that are set to blank or NULL are not saved 9.1.00,
when the CI is saved. 18.05


BMC Upgrade of a stand alone installation of BMC Knowledge Management from version 8.1.02, SW00469743
Knowledge 7.6.04 to Service Pack 2 for version 8.1.00, resulted in errors. 9.0.00,
Management 9.1.00
Workaround: Complete the following procedure before performing a upgrade of a
stand alone installation of BMC Knowledge Management: 18.05
1. Open the CTM:Support

GroupAssoc
Join_PMC join form in BMC Remedy Developer Studio.
2. Choose Form > Add/

Remove fields in View.
3. Add the Full Name (1000000017) field from CTM:People Form.
4. Save the join form.
5. Open the CTM:Support

GroupAssociation
LookUpJoin_PMC form
6. Choose Form >

Add/Remove fields in View.
7. Add the Full Name(1000000017) field from the

CTM:Support
GroupAssoc
Join_PMC join form.
8. Save the form.
You can then run the upgrade process for the stand alone installation of BMC
Knowledge Management.
BMC When you create a knowledge article from the Problem Management Console, only the 8.1.00, SW00415734
Knowledge Title field is copied from the problem investigation to the new knowledge article. 9.0.00,
Management 9.1.00
Workaround: Copy the information from the other fields to the knowledge article,
18.05
manually.
BMC When you select Auto-Assign under Quick Actions and then save the knowledge article, 8.1.00, SW00419916
Knowledge the Assignee field is cleared. 9.0.00,
Management 9.1.00
Workaround: The Assignee field does not lose its value. If you close and re-open the
18.05
knowledge article, the Assignee field appears correctly.
BMC Even if you have the Knowledge Admin functional role, BMC Knowledge Management 8.1.00, SW00420276
Knowledge displays the following error message when you try to generate a custom report: 9.0.00,
Management 9.1.00
You do not have access to this Form (ARError 353)
18.05
BMC While generating reports, the Company menu does not include the names of any 8.1.00, SW00420281
Knowledge vendor companies. 9.0.00,
Management 9.1.00,
18.05


BMC If you enable rejection justifications on the AP:Process Definition form, the following 8.1.01, SW00454672
Knowledge issues occur: 9.0.00,
Management 18.05
When you reject a release request in Approval Central, the rejection justification
that you submit is not saved to the Work Details tab of the release request.
When you reject a change request from the release request form, the rejection
justification dialog does not open, and the release request remains in the
Pending status.
BMC When you perform a search for knowledge articles from the Knowledge Management 9.0.00, SW00478160
Knowledge console, the search results can include knowledge articles that have been archived. You 9.1.00,
Management cannot view archived knowledge articles. See also, Empty Knowledge form opens after 18.05
search in the Troubleshooting section.
All The following error is displayed in Microsoft Internet Explorer 10 when the value of 8.1.01 SW00465528
applications arsystem.emit_X_UA_compatible_mode variable is set to 10 in the in the Mid-tier 8.1.01.001,
configuration file: 9.1.00
ARERR [9506] Unable to display form
Workaround: Change the browser compatibility settings of the Microsoft Internet

Explorer 10 manually. In Internet Explorer, go to Tools -> Compatibility view settings,
and deselect the Display intranet sites in compatibility view option.
BMC The following issues were identified with the RTF field when using Microsoft Internet 8.1.01 SW00465529
Knowledge Explorer versions 10 or 11: 8.1.01.001,
Management 9.1.00,
You cannot modify the field when you select all the content entered in the field. 18.05
You cannot navigate the field using the keyboard arrow keys if you add
hyperlinked content to the field.
Content alignment does not function as expected.
Workaround:
Ensure that content is not selected in the field when you want to modify the
content.
Use the mouse to navigate to a specific location in the field.
Ignore the content alignment settings.
Foundation Some messages and the Active/Set Inactive buttons on the Incident, Change, and 8.1.02, SW00468904
Release templates are not localized. 9.1.00
Workaround: Currently no workaround is available for this issue.
BMC Service The SHR:SHR:UpdateGroupList-SetPublic_552 8.1.00, SW00458576

Desk: filter is not setting the Public permission on incident tickets correctly. 9.1.00,
Incident 18.05
Management
BMC Remedy When using Internet Explorer versions later than 7.0, the following error might be 9.0.00, SW00489167
Smart displayed: 9.1.00
Reporting
Internet Explorer 6 and 7 are not supported.
Workaround: Press F12 to view the Internet Explorer Developer Tools and change the
Browser Mode settings to not use the Compatibility View. When the compatibility
mode is on, the browser defaults to IE 7 standards. If we remove the check for IE6 and
IE7, Storyboard does not work because IE8 is rendering the page as if it is IE7.


BMC Remedy When you launch the BMC Remedy Smart Reporting Console from the Application 9.0.00, 18.05 SW00501784
Smart console, clicking on the Dashboard tab, the a connect reset error is displayed. 9.1.00
Reporting
Workaround: In the Tomcat server's server.xml file, add the following proxy entries:
<Connector port=
"8181" protocol=
"HTTP/1.1"
maxHttpHeader
Size="8192"
maxThreads=
"150"
minSpare
Threads="25"
enableLookups=
"false"
redirectPort=
"8443" accept
Count="100"
connection
Timeout=
"20000"
disableUpload
Timeout="true"
URIEncoding=
"UTF-8"
compression="on"
compression
MinSize="2048"
noCompression
UserAgents=
"gozilla,
traviata"
compressable
MimeType=
"text/html,
text/xml,
text/plain"
SSLEnabled=
"false"
scheme="https"
secure="true"
proxyPort="9443"
proxyHost="
smartrep.
test.gwu.edu" >
Adding the modified attributed resolves the issue with the connection reset error.
BMC Remedy The Reporting console banner and navigation panel disappeared after accessing the 9.0.00, SW00484828
Smart CMDB dashboard from the BMC Remedy Mid-Tier. 9.1.00
Reporting
Workaround: Log off and log on from the BMC Remedy Mid-Tier, and access the BMC
Remedy Smart Reporting console.
BMC Remedy Tomcat server logs display three types of Severe exceptions. 9.0.00, SW00481241
Smart 9.1.00
The following errors may be displayed:
Reporting


Shutdown Errors—These occur when the Smart Reporting context is shutdown. This
usually references background threads that have not been shutdown properly.
SEVERE: The web application [] appears to have

started a thread named [FileWatchdog] but has failed
to stop it. This is very likely to create a memory
leak.
started a thread named [Abandoned connection cleanup
thread] but has failed to stop it. This is very
likely to create a memory leak.

started a thread named [proxyCleanUpTimer] but has
failed to stop it. This is very likely to create a
memory leak.

started a thread named [Batik CleanerThread] but has
failed to stop it. This is very likely to create a
memory leak.
SEVERE: The web application [] created a ThreadLocal

with key of type [net.sourceforge.jtds.jdbc.
DateTime$1]
(value [net.sourceforge.jtds.jdbc.
DateTime$1@4b93c478]) and a value of type [java.util.
GregorianCalendar] (value [java.util.GregorianCalendar
[time=1418668429733,
areFieldsSet=true,areAllFieldsSet=false,
lenient=true,zone=sun.util.calendar.
ZoneInfo[id="America/Los_Angeles",offset=-28800000,
dstSavings=3600000,useDaylight=true,
transitions=185,lastRule=java.util.SimpleTimeZone
[id=America/Los_Angeles,offset=-28800000,
startYear=0,startMode=3,startMonth=2,startDay=8,
startDayOfWeek=1,startTime=7200000,
startTimeMode=0,endMode=3,endMonth=10,
endDay=1,endDayOfWeek=1,endTime=7200000,
endTimeMode=0]],firstDayOfWeek=1,
minimalDaysInFirstWeek=1,ERA=1,
YEAR=2014,MONTH=11,WEEK_OF_YEAR=51,
WEEK_OF_MONTH=3,DAY_OF_MONTH=15,
DAY_OF_YEAR=349,DAY_OF_WEEK=2,
DAY_OF_WEEK_IN_MONTH=3,AM_PM=0,
HOUR=10,HOUR_OF_DAY=10,
MINUTE=33,SECOND=49,MILLISECOND=733,
ZONE_OFFSET=-28800000,DST_OFFSET=0]])
but failed to remove it when the web application
was stopped. Threads are going to be renewed
over time to try and avoid a probablememory leak.


SEVERE: The web application [] created a

ThreadLocal with key of type
[org.apache.axis.utils.XMLUtils.
ThreadLocalDocumentBuilder](value [org.apache.axis.
utils.XMLUtils$ThreadLocalDocumentBuilder@658e8a92])
and a value of type [org.apache.xerces.jaxp.
DocumentBuilderImpl] (value [org.apache.xerces.jaxp.
DocumentBuilderImpl@712bab54]) but failed to remove
it when the web application was stopped.
Threads are going to be renewed over time to try and
avoid a probable memory leak.
SEVERE: The web application [] created a

ThreadLocal with key of type [java.lang.ThreadLocal]
(value [java.lang.ThreadLocal@69fd51d7]) and a value
of type
[com.bmc.arsys.apitransport.session.
ApiThreadLocalStorageBlock]
(value [com.bmc.arsys.apitransport.session.
ApiThreadLocalStorageBlock@7608309d]) but failed to
remove it when the web application was stopped.
Threads are going to be renewed over time to try and
avoid a probable memory leak.
org.apache.catalina.loader.
WebappClassLoadercheckThreadLocalMapForLeaks


SEVERE: The web application [] created a ThreadLocal

with key of type
[net.sourceforge.jtds.jdbc.DateTime$1]
(value [net.sourceforge.jtds.jdbc.
DateTime$1@4b93c478]) and a value of type [java.util.
GregorianCalendar] (value [java.util.GregorianCalendar
[time=1418198400000,
areFieldsSet=true,areAllFieldsSet=false,
lenient=true,zone=sun.util.calendar.ZoneInfo
[id="America/Los_Angeles",offset=-28800000,
transitions=185,lastRule=java.util.SimpleTimeZone
[id=America/Los_Angeles,offset=-28800000,
startYear=0,startMode=3,startMonth=2,
startDay=8,startDayOfWeek=1,startTime=7200000,
startTimeMode=0,endMode=3,endMonth=10,
endDay=1,endDayOfWeek=1,endTime=7200000,
endTimeMode=0]],firstDayOfWeek=1,
minimalDaysInFirstWeek=1,ERA=1,
YEAR=2014,MONTH=11,WEEK_OF_YEAR=50,
WEEK_OF_MONTH=2,DAY_OF_MONTH=10,
DAY_OF_YEAR=344,DAY_OF_WEEK=4,
DAY_OF_WEEK_IN_MONTH=2,
AM_PM=0,HOUR=0,HOUR_OF_DAY=0,MINUTE=0,
SECOND=0,MILLISECOND=0,ZONE_OFFSET=-28800000,
DST_OFFSET=0]]) but failed to remove it
when the web application was stopped.
Threads are going to be renewed over time
to try and avoid a probable memory leak.
Chart Error—This error occurs you visit the chart creation page, but don't create a
valid chart for a report.
BMC:SR:2015-02-10 17:08:12: WARN

(ReportResultBean:renderChart) - Error generating
chart: java.lang.Exception: Unable to determine
chart type for auto chart
java.lang.Exception: Unable to determine

chart type for auto chart
This error occurs you visit the chart creation page, but save report without creating a
chart.
BMC:SI:2014-12-16 02:57:01:ERROR
(ReportDatasetProducer:produceDataset)
- Error creating Dataset: java.lang.Exception:
No X-axis fields found.
Pivot reports require one
java.lang.Exception: No X-axis fields found. Pivot

reports require one
RefCode Duplication Warnings—This occurs when duplicate records are loaded from
the database into a cache.


(OrgReferenceCodeRltshpManager:getAllRefRltshps) -
ERROR: Duplicate loading rltshp data - Key:
20701|PRIMARY|VIEWCATEGORY|YFVIEWS|FIELDCATEGORY|
WORKDETAILS index: 627
java.sql.SQLException:rollback() should not

be called while in auto-commit mode
You can ignore these errors.
BMC Service When you are creating a service request on behalf of another user, and you use type- 9.1.01 Not available
Request ahead functionality in the Requested For field, the suggested user names include names 9.1.00
Management that do not match entitlement or on behalf of rules. When you select a name that is not 9.0.00
allowed, an error is displayed. 8.1.02
8.1.01
8.1.00
8.0.00
BMC Service When you create or update a service request definition (SRD), the following error is 9.0.00 SW00482748
Request displayed: 9.1.00
Management 9.1.01
CMDBBOException occurred: ERROR (120416): An unknown
error occurred while trying to create a CMDB CI
Instance for one of the business objects; Class : com.
bmc.atrium.bol.BOPrice, Id : = OI-
74a07ee53d0a4fcdb92f7d73372d5361 ; Caused by: ERROR
(120216): Access to write to this dataset has been
restricted by your Administrator or Configuration
Manager. Please contact your administrator for
further information or guidance.; BMC.ASSET (ARERR
191005)
This error occurs if BMC Atrium Core CMDB dataset level permissions to the
production BMC.ASSET dataset have been restricted, and relevant BMC Service
Request Management permission groups do not have access.
Workaround:
1. Identify users with SRM Administrator and Request Catalog Manager

permissions.
2. Add those users to a permission group that has writable access to the BMC.
ASSET dataset, as defined in the Atrium Core Console dataset configuration.
For more information, see Managing dataset level permissions (BMC Atrium
Core documentation).


BMC Service When you use the Data Wizard to update a user login ID, favorites for that user no 8.1.01 SW00462720
Request longer appear in the Request Entry console. 8.1.02
Management 9.0.00
Workaround:
9.1.00
9.1.01
1. In the
SRS:Service 9.1.04
Request_
18.05
MyFavorites form, search for all entries that contain the old login ID in the
Submitter field.
2. Modify each entry in the search results to use the new login ID in the Submitter
field.
BMC Service When you submit a Product Ordering service request, the following error is reported: 8.1.01 SW00460995
Request 8.1.02
Management Please enter valid Manager Name. (ARERR 48905) 9.0.00
9.1.00
Workaround: For more information about this issue, refer to knowledge article
9.1.01
KA410160, available from the BMC Support Knowledge Base.
9.1.04
18.05
BMC Service The Request Again link appears for Quick Launch service requests, even though these 8.1.00 SW00463717
Request service requests do not make use of Request Again functionality. 8.1.01
Management 8.1.02
Workaround: To request again, locate a quick launch request in Popular Requests or by 9.0.00
browsing categories, select it, and click Submit. 9.1.00
9.1.01
18.05
BMC Service When an SRD name includes parentheses, and you include parentheses in a search, the 8.1.00 SW00426875
Request system exhibits one of the following behaviors: 8.1.01
Management 8.1.02
The search is unsuccessful
9.0.00
The search is successful, but includes an error message stating that the full text 9.1.00
search (FTS) service could not complete the requested operation. 9.1.01
Workaround: Do not include parentheses when searching for an SRD by its name, 18.05
unless you are using a complex query.
BMC Service An attempt to perform a bulk export of SRDs from the Import Export console fails with 8.0.00 SW00425903
Request an error message stating that the script is either busy or has stopped responding.
8.1.00
Management
8.1.01
Workaround: You can ignore this error message. Click Continue to proceed with
running the script, or select the Do not ask me again option on the message box and 8.1.02
9.0.00
then click No.
9.1.00
9.1.01
18.05
BMC Service When a Guest user submits a service request with an attachment and tries to access it 9.0.00 SW00490759
Request in the Request Details screen, the attachment is not visible. 9.1.00
Management 9.1.01
Workaround: For the Work Info ID field (database ID 1) on the SRM:WorkInfo form, give
View permissions to the Submitter group (ID 3). 18.05


BMC Service Answer question action with CUSTOMER keyword does not work with one-time OBO 8.1.01 SW00470167
Request with the Save as draft option. 8.1.02
Management 9.0.00
9.0.01
9.1.00
9.1.01
18.05
BMC Service When using BMC Service Resolution 3.0.01 with BMC Remedy ITSM 9.0, the following 9.0.00 18.05 SW00494607
Desk: date format error occurs when the 9.0.01
Incident HPD_Incident 9.1.00
Management Outbound
Event web service is called to search based on the modification date.
ERROR (8957): The date format is invalid
Workaround: Add a new environment variable called ARDATE in the ITSM system with
the following value:
ARDATE MM/dd/yyyy HH:mm:ssZ
BMC The following string on the Run tab of 9.0.00, SW00470494

Knowledge RKM: 8.1.02,
Management Documents 18.05
Migration
Tool form is not translated to German:
Use this tab to select one or more XML templates and

to run the conversion.
BMC The German translation for some filters on the Report Console is not available. The 9.0.00, SW00475097
Knowledge Available Fields list from the Show Additional Filter in the Report Console is not 8.1.01,
Management completely translated in German for the Knowledge category. 18.05
BMC The Knowledge Category field on the Report Console is translated as Kategorie Wissen. 9.0.00, SW00475248
Knowledge For other functions such as Knowledge durchsuchen, Knowledge-Quellen verwalten, 8.1.01,
Management Knowledge-Sichtbarkeit verwalten, and so on, the the word Knowledge is not translated 18.05
to German. It is retained in English.
BMC Remedy In BMC Remedy ITSM with German locale, when you navigate to Change Management > 9.0.00 SW00471125
ITSM Search Change, and then search for change requests with Rejected status, the search 8.1.01
criteria is set as Draft. Also, some selection fields such as Rejected and Closed statuses
are not translated to German.
BMC Remedy With BMC Remedy ITSM in German locale, when you open an attachment on the 9.0.00 SW00451716
ITSM Request Entry Console, the button text Auf Datenträger speichern is truncated. The 8.1.00
field length is not sufficient for the text. 7.6.04 SP4
BMC Service The SLM:AuditLog form is available only in English locale. It is not translated to other 9.0.00 SW00481874
Level locales, such as French. 8.1.00
Management
18.05
BMC Conversion of articles from CSV format is not supported by the Article Conversion 9.1.00 Not available
Knowledge Tool. 9.0.00
Management 8.1.01


BMC Remedy When multiple users have same email address, the user sync job creates only one user 9.1.00 18.05 SW00505609
Smart instead of creating multiple users. In such a case, the user sync job does not function
Reporting like user onboarding that creates multiple users even if their email addresses are same.
Example 1:
Users have the same email address with same case letters.
User 1: abc
Email address:
abc@test.com
User 2 : xabc
Email address:
abc@test.com
User onboarding creates both users, but user sync job creates only user abc.
Example 2:
Users have the same email address with different case letters.
User 1: abc
Email address:
abc@test.com
User 2 : xabc
Email address:
ABC@test.com
User onboarding creates both users, but user sync job creates only user abc.
Workaround: Change the email address such that each user has a unique email address.
BMC Remedy You invoke a web service call through SOAP UI to modify a ticket in BMC Remedy ITSM 8.1.00 18.05 SW00468709
ITSM applications. While modifying the ticket, you provide mandatory information such as 9.0.00
login credentials, ticket ID, and values of fields you want to modify. Other fields that 9.1.00
were mandatory during ticket creation already contain values you entered while 9.1.01
creating the ticket, and because you do not want to modify those fields, you do not
enter values through the modify web service call. In this scenario, the following error
occurs:
soapenv:Server.userExceptionERROR (326): Required

field cannot be blank.; 2326
Workaround: While invoking a modify web service call through SOAP UI, provide
information for all fields that were mandatory while creating a ticket or request.
BMC Service When updating an incident request through email, value of the Source field on SRM: 9.1.01 SW00509713
Request Request form for the work note is not updated to Email. Instead, the field remains
18.05
Management blank. The Rule Based Engine does not update the Source field correctly.
Workaround: Currently, no workaround is available for this issue.


BMC Service When creating a work note for a work order via email, if the email subject line contains 9.1.01 SW00509522
Request strings such as 'WO', 'wo', 'Wo', or 'wO' preceding the work order ID, the Rule-Based
Management Engine does not identify the work order number correctly, and a work note is not 18.05
created.
For example, if the email subject line is 'RE: Work Order WO00000000001 xxxxxx',
because there is a string 'Wo' in the word 'Work' preceding the work order ID, a work
note is not created.
Workaround: Do not include strings such as 'WO', 'wo', 'Wo', or 'wO' preceding the
workorder ID in the email subject line.
BMC Remedy When you open any report and use the Save As option to save the report with a 9.1.00, SW00529935
Smart different name, the Browse section incorrectly displays a link icon even though the 9.1.01,
Reporting reports are not linked. 9.1.02,
9.1.03,
9.1.03.001
BMC Remedy When you are using Apache Tomcat version 8.5.20 or 8.5.9 and you log in as a system 9.1.04 SW00536847
Smart administrator in BMC Remedy Smart Reporting and share the dashboard (with or
Reporting without filter values), the users with whom you have shared the dashboard get an email,
but when they click on the URL in the email, the respective dashboard does not open.
Workaround: Upgrade to the latest supported Apache Tomcat version.
RTF fields known and corrected issues

For information about the known and corrected issues related to RTF fields, see Known and corrected issues.
BMC Confidential. BladeLogic Confidential. The preceding information is intended only for registered users of docs.bmc.com.
18.05 enhancements
This section contains information about enhancements in the version 18.05 of BMC Knowledge Management.
License Management enhancements (see page 42)
Related topics
Downloading the installation files
License Management enhancements
Adding license configuration, control, and auditing for BMC Knowledge Management
As a system administrator, you can now control the license capacity by configuring the user license limit for Knowledge
Management. Additionally, you can also generate a license audit report that includes the license usage information for

Note
The Knowledge Management application currently does not enforce users to have a Knowledge Management
license. If any users do not have a Knowledge Management license and if you assign them the licenses in this
release, after upgrading to a future release (where it is enforced), they can continue to use these assigned
licenses to access the BMC Knowledge Management system without any additional configurations.
Locating white papers, guides, and technical bulletins

This topic explains how the organization of BMC Knowledge Management documentation has changed now that it has
moved to docs.bmc.com and helps you find information based on specific documents you are familiar with from
previous releases. It contains the following sections:
What has changed (see page 43)
Technical bulletins (see page 43)
Release notes (see page 44)
Guides (see page 44)
Flashes (see page 44)
What has changed

BMC formerly delivered documentation for its Enterprise Service Management products in PDF format, as separate
documents such as guides (manuals), release notes, white papers, technical bulletins, and flashes. In 2011 we began
migrating to web-based documentation delivered on this site, docs.bmc.com.
In most cases the documentation for a given release is provided in a single partition, or space, on this site. For more
information about spaces, see About BMC Online Technical Documentation in the help for this site.
For product and solution releases whose documentation was initially delivered here: There are no separate documents,
so you won't see the "Release Notes" or the "Installation Guide." Instead, the documentation for such a release is
provided as pages, or topics, which appear in the navigation tree on the left organized by subject so that you can look for
the particular topic you want without having to know which PDF it is in.
For releases whose documentation was initially delivered as PDFs but is now found here: Those PDF documents are
available from the "PDFs" topic in the navigation tree on the left. New information delivered after the original release of
those PDF documents is provided in other topics.
Technical bulletins
Technical bulletins contained information delivered after a product was released, often in conjunction with a service
pack or patch for that release.
Where to find information previously provided in a technical bulletin

Type of technical bulletin Found here in
Contents of a service pack or patch and

The child topic for that service pack or patch under Release notes and notices (see page 6)
instructions particular to it
For issues corrected in the service pack or patch, sort the table in Known and corrected issues (see
page 7) by the "Corrected in" column
Release notes
Where to find information previously provided in release notes
Type of information Found in
New features (enhancements) and other information Version 9.1.00 enhancements (see page 43)

Issues corrected by the base release and its service packs and patches
Issues that are currently open
Guides
Where to find information previously provided in a guide or manual
Document title Found here in
BMC Remedy IT Service Management Installation Guide Planning (see page 63)
Installing (see page 76)
Upgrading (see page 162)
BMC Remedy IT Service Management Configuration Guide Key concepts

End-to-end process (see page 51)
BMC Remedy IT Service Management Administration Guide Functional role (see page 75)
User permissions (see page 63)
BMC Remedy Knowledge Management Administration Guide
Configuring after installation

Configuring after installation (see page 77)
Data Management
Administering (see page 253)
BMC Remedy Knowledge Management User Guide Using (see page 163)
Flashes
Flashes contained urgent information about product issues and are delivered after a product is released. On docs.bmc.
com this information is delivered in an "Urgent issues" topic, under Release notes and notices (see page 6). If this topic
does not exist for a given product release, no urgent issues have been discovered for that release.
Getting started
This section contains information you need to be successful as you first begin to use BMC Knowledge Management.
The following topics are provided:
Quick start (see page 45)
Key concepts (see page 45)

User goals and features (see page 62)
Quick start
Use these links to quickly find information that will help you get started working with BMC Knowledge Management. The
links are organized by broad user types:
End users: Using (see page 163)
Administrators: Configuring after installation (see page 77), Administering (see page 253)
Developers: Developing (see page 255)
Related topic
User goals and features (see page 62)
Key concepts
The following topics provide an overview of the BMC Knowledge Management application, describe user roles, and
provide other general information:
Business value (see page 45)
Product architecture (see page 47)
End-to-end process (see page 51)
Business Service Management (see page 58)
KCS support in BMC Knowledge Management (see page 58)
User roles (see page 61)
Business value
BMC Knowledge Management provides the infrastructure for creating, storing, publishing, reviewing, and searching IT
knowledge articles to aid service desk analysts via a knowledge base of easy-to-find solutions, and give users self-service
search options to help them resolve issues on their own.
With BMC Knowledge Management, you can:
Improve service quality through easy access to knowledge
Reduce support calls — and costs — by enabling users to search without involving the service desk
Access third-party knowledge through integration and indexing of content
Decrease call abandonment rates and increase first-call resolution rates by improving efficiency
Keep users and service desks up to date by providing news flashes and watch lists
Reduce training costs throughout your organization with integrated, self-help knowledge

What is BMC Knowledge Management

BMC Knowledge Management is a framework for creating, publishing, reviewing, and searching IT knowledge articles, to
provide service desk analysts with a knowledge base of easy-to-find solutions and give users self-service search options
to help them resolve issues on their own.
The Consortium for Service Innovation which created and maintains Knowledge-Centered Support (KCS), shares best
practices for capturing, structuring, evolving, and reusing knowledge. BMC Knowledge Management leverages these best
practices to improve service levels by helping organizations to maintain what their employees, partners, and customers
know and reuse this knowledge to gain value.
Knowledge, typically comprised 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.
Organizations that are just starting to build their own proprietary content, require examples of content, or want to
expand the organizational knowledge base can import prepackaged knowledge for immediate use.
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 Knowledge Management shares a common foundation with BMC Remedy IT Service Management (BMC Remedy
ITSM) and BMC Service Request Management, as all of these applications are built on BMC Remedy AR System. BMC
Knowledge Management leverages foundational elements, such as notification and email, of the integration platform to
simplify and reduce management costs.
BMC Knowledge Management provides the following functionality:
Helps IT and customer service personnel and other service providers to guarantee a quick and accurate response
when solving problems.
Allows organizations to provide users with the option to perform an ad hoc search for knowledge by themselves.
Provides a means to create knowledge goals and monitor articles through reports.
A word about knowledge

Knowledge that can be captured and structured for reuse is a key asset of support organizations and departments. BMC
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 article's
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 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.
Product architecture
This section describes the BMC Knowledge Management architecture, including its relationship to the BMC Remedy AR
System server.
A database forms the underlying element of the BMC Knowledge Management architecture. The BMC Remedy AR
System server is on top of the database and processes all data entered by BMC Knowledge Management applications.
In addition, the BMC Remedy AR System server is the workflow engine between the BMC Knowledge Management
application and the database. It also verifies that a user has permission to perform each action, thereby enforcing any
access control defined in the applications.
The BMC Remedy AR System server also manages BMC Remedy Approval Server, the Assignment Engine, and BMC
Remedy Full Text Search (FTS), as follows:
BMC Remedy Approval Server — Self-contained, shared module that enables you to automate any approval or
signature process. For more information, see the BMC Remedy Approval Server documentation.
BMC Remedy Assignment Engine — Enables you to automatically assign requests to individuals. For more
information, see the BMC Remedy Action Request System Configuration Guide.
BMC Remedy Full Text Search (FTS) — Provides a search mechanism that is typically much faster than the native
database searching functionality for searching in long text fields. It is also the only search method available in
BMC Remedy AR System for searching text within documents that are attached to requests. For more
information, see Enabling and disabling full text search.
BMC Knowledge Management also uses several integrated modules and supporting applications that extend and enhance
the basic BMC Remedy AR System server functions:

BMC Remedy IT Service Management (ITSM) Foundation — Contains the common forms, workflow, and data
that are needed to support the applications. It also provides a repository for the following data structures used
by each BMC Remedy ITSM applications:
Company (tenancy and external company definitions)
Organization
Location
People
Support groups
Categorization
BMC Remedy Notification Engine — Provides a back-end workflow model for defining which notifications should
be sent, based on different events in a BMC Remedy Knowledge Management application. Support staff uses the
People form to define which notifications they want to receive. Included predefined notifications can be turned
on or off.
The BMC Knowledge Management application components as well as the relationships among the database, BMC
Remedy AR System server, BMC Remedy Approval Server, Assignment Engine, Full Text Search, the application's BMC
Remedy Foundation, Notification Engine and the BMC Knowledge Management applications are illustrated in the
following figure.
BMC Knowledge Management product architecture

Main components of BMC Knowledge Management

The application consists of the following main components:
Self-service search interface — Entry point where users can search for knowledge from the knowledge base
without accessing the application. Direct, user-friendly access to knowledge articles without the intervention of
organizational members helps to reduce inbound call volume.
Knowledge Management Console (KM Console) — Lists knowledge articles in various life cycle stages that are
available to you, and links to functionality according to your permissions. This console enables users to select an
article for viewing or editing content and metadata, and to create articles-all per user permissions.
For more information on working with the application, see Using. (see page 163)
Application components
BMC Knowledge Management consists of the following components:
Knowledge articles
Knowledge life cycle management
Knowledge search
BMC Knowledge Management has two types of knowledge articles:

AR form-based — BMC Knowledge Management can integrate with any AR form and turn it into a knowledge
article. BMC Knowledge Management includes a registration tool that enables customers to define which forms
and which fields on this form they would like to integrate with the knowledge base. Using the AR form rich text
fields, AR form-based knowledge articles can include rich text formatting and can embed objects including images
and hyperlinks.
BMC Knowledge Management uses the AR based knowledge articles to define the knowledge article templates. By
default, BMC Knowledge Management provides the following knowledge article templates:
How to
Problem solution
Known Error
Reference
Decision Tree
KCS Template
Since these templates are based on AR System forms, a knowledge article can have permissions assigned by
group. This creates a knowledge article that has field-level and knowledge article-level security. Knowledge article
permissions are assigned to a knowledge article in the BMC Remedy Developer Studio. Customers can create
their own templates or modify and customize the existing templates using the BMC Remedy Developer Studio.
They should use the BMC Knowledge Management tool to register new templates.
External Sources — Using BMC Remedy AR System platform ARDBC Plugins, BMC Knowledge Management can
connect to any external knowledge source and can integrate that source into BMC Knowledge Management
knowledge base as knowledge articles. By integrating into the knowledge base, these external knowledge items
will include information like BMC Remedy ITSM categories, update requests, feedback and workflow life cycle
management. BMC Knowledge Management is shipped by default with a connector to file systems. This
connector enables external file system folders to be defined, and files such as PDF articles or Microsoft Word
documents to be integrated into the knowledge base as BMC Knowledge Management knowledge articles. These
knowledge articles are later indexed by the search engine and can be searched on like any other articles in the
knowledge base.
The following figure illustrates how the different types of knowledge articles are integrated into a single knowledge base.
The information that is common to all knowledge articles together with the workflow logic required for lifecycle
management of knowledge articles is stored in the Knowledge Article Manager AR form.
BMC Remedy Knowledge Management knowledge base

AR Join forms are used in order to integrate the common knowledge information with the knowledge content form, that
could be any other AR form (in this example the How To knowledge article template form) or an AR Vendor form when
connecting to external knowledge source (in this example file system).
The AR Join form is the actual knowledge article that is indexed by the search engine.
End-to-end process
Every article has a lifecycle. At the beginning of its lifecycle, 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 article's lifecycle. 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
The following example illustrates a typical article lifecycle:
1. The author identifies the need for new knowledge and creates an article.
2. When the author is finished, the article is promoted into the workflow. At this stage, the article's content might
be visible to some users who have been assigned a BMC Knowledge Management user role. However, the content
has not been reviewed and approved for use. This content might change, or the entire article might be deleted
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.
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.
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.
6. After the content and accuracy have been reviewed, verified, and approved, the article is proofread.
7. The article has passed all the reviews and is ready to be published, but must first be approved for publishing.
8. When approved, the article is published and becomes available to all users, even those without any BMC
Knowledge Management user roles (Self-Help users). In some cases, the content might be confidential so the
article might be marked as not available to Self-Help users.
9. 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.
10. 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.
11. 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.
12. At some point, the article becomes obsolete and a Knowledge User retires it, rendering it not searchable and
inaccessible to users.
Note

Managing and tracking the lifecycle 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 Configuring application settings (see page 149) for more information.
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 article's 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 (see page 53)
After publishing an article (see page 55)
Before publishing an article

The following example illustrates a typical life cycle until the article is published.
1. The author identifies the need for new knowledge and creates an article.
2. When the author is finished, the article is promoted into the workflow. At this stage, the article's 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.
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.
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.
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.
6. After the content and accuracy have been reviewed, verified, and approved, the article is proofread.
7. The article has passed all the reviews and is ready to be published, but must first be approved for publishing.

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.
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 (see page 173) for more information.
Article life cycle and associated knowledge article review steps

After publishing an article

The following example illustrates a typical life cycle after the article is published.
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.
2.
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.
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.
4. At some point, the article becomes obsolete and a Knowledge User retires it, rendering it not relevant for use.
The article remains searchable.
Article life cycle after publishing


Knowledge life cycle management

The BMC Knowledge Management authoring process allows authorized users to create knowledge articles and manage
the knowledge article life cycle within a defined sequence of stages, (for example, Draft, In Review, Published, and
Retired).
BMC Knowledge Management enables users to define the different life cycle stages and the available list of stages that a
knowledge article can switch to from a given stage.
When switching between stages, BMC Knowledge Management routes the article to the next assignee using the BMC
Remedy Assignment Engine. This is performed by analyzing pre-defined routing rules that are based on the company that
the article belongs to and the article categorization.
Some stages, such as Publish and Retire, may require an approval process. BMC Knowledge Management uses the BMC
Remedy Approval Server to define approval workflow for these stages.
Business Service Management

Business Service Management (BSM) provides a comprehensive and unified platform that simultaneously optimizes IT
costs, demonstrates transparency, increases business value, controls risk, and assures quality of service. Delivering an
"ERP for IT," BSM simplifies, standardizes, and automates IT processes so that you can manage business services
efficiently across their lifecycle -- across distributed, mainframe, virtual, and cloud-based resources. With BSM, your
organization has the trusted information it needs, can prioritize work based on business critical services, and can
orchestrate workflow across your core IT management functions.
BSM has been architected so that you can adopt it incrementally and in a low-risk fashion based on the top initiatives you
are already most likely pursuing, such as Cloud Computing, Data Center Automation, and IT Service Management.
In this site, we use the following terms to explain how you can realize BSM in your organization using BMC Software
products and services:
BSM Initiatives describe the most common strategic initiatives that organizations are undertaking to address their
IT management challenges.
For each BSM Initiative, a set of value paths have been defined that capture the most common ways to get
started on an initiative with the highest impact and shortest time to value based on BMC customer experiences.
A value path prescribes the steps, or required capabilities, that an organization will need to realize value around a
key project within each initiative.
Required capabilities map to BMC products or service offerings to address the required capabilities for each
value path.
KCS support in BMC Knowledge Management

BMC Knowledge Management now provides support for by the Knowledge-Centered Support (KCS) framework. While
BMC Knowledge Management is a full-fledged knowledge management tool in itself; it provides the infrastructure to
perform for KCS-defined functions for the benefit of organizations that follow the KCS framework in their IT support
processes.

Notes
You can perform the KCS-defined functions only through BMC Remedy with Smart IT (Smart IT) and
BMC Remedy Smart Reporting.
With the introduction of KCS support, the existing features or functionalities of the BMC Knowledge
Management application do not change. If you do not follow the KCS framework in your organization,
you can still continue to use BMC Knowledge Management.
This topic provides the following information:
Overview of KCS (see page 59)
Product compatibility with KCS features (see page 59)
BMC Knowledge Management support for KCS features (see page 60)
KCS features provided through Smart IT (see page 61)
KCS reports provided through BMC Remedy Smart Reporting (see page 61)
Related topic (see page 61)
Overview of KCS
KCS is a rich methodology that enables users to create and maintain knowledge within an organization. The Consortium
for Service Innovation has created the KCS methodology and maintains it. The KCS methodology is as follows:
Create knowledge as a by-product of solving incidents.
Collect available knowledge in a comprehensive knowledge base.
Reuse existing knowledge before creating new content, leading to evolution of knowledge as per the need and
usage.
Encourage users to collaborate, learn, share, and improve knowledge within the organization.
By adopting the KCS methodology, you can promote knowledge management best practices within your organization.
For detailed information about the KCS methodology, see the KCS Practices Guide, available from the home page of the
Consortium for Service Innovation website.
Product compatibility with KCS features

To use the KCS functionality, you must have the following product versions:
Product Version
BMC Remedy IT Service Management (ITSM) Suite, including BMC Knowledge Management 9.1.00 or later
BMC Remedy with Smart IT 1.3.01 or later
BMC Remedy Smart Reporting 9.1.00 or later

BMC Knowledge Management support for KCS features

The following enhancements in BMC Knowledge Management provide the infrastructure support for the various KCS
functionalities:
KCS permissions (see page 60)
KCS template (see page 60)
New forms and escalations for KCS support (see page 61)
Data Management and KCS (see page 61)
KCS permissions
BMC Knowledge Management now supports the following key license levels defined by the KCS framework:
KCS Candidate
KCS Contributor
KCS Publisher
KCS Coach
The KCS license levels are hierarchical, and users gain authority as they advance from one level to the next. The level of
KCS knowledge, application of available knowledge, and skill level determine a user's license levels.
The KCS defined license levels are mapped to four new permission groups in BMC Knowledge Management. BMC
Knowledge Management user permissions and KCS user permissions are mutually exclusive. At one time, a user can have
either BMC Knowledge Management user permissions or KCS user permissions. With KCS permissions, you must use
Smart IT interface to perform the KCS-defined functions on knowledge articles. To generate and view KCS reports, you
must use BMC Remedy Smart Reporting.
Your organization can shift to the KCS framework in a phased manner rather than one-time transformation. You can
assign KCS permissions only to a group of users, while the remaining users continue to have BMC Knowledge
Management user permissions.
For detailed information, see User permissions.
KCS template
A new out-of-the-box template, the KCS template, is available for creating knowledge articles. This template is structured
according to the KCS article definition. Knowledge articles created using the KCS template provide information about the
problem; environment information such as hardware, software, and so on; resolution of the problem, and the underlying
cause.
For detailed information about the KCS template, see the following resources:
Knowledge article templates for an overview about the KCS template and other templates in BMC Knowledge
Management
Working with the KCS template (see page 252) for information about what functions can be done using the KCS
template from Smart IT and BMC Knowledge Management.

New forms and escalations for KCS support

While a few existing forms have been updated in BMC Knowledge Management, the main change is that several new back-
end forms and escalations have been added to support KCS features. These forms contain data that is generated from
Smart IT when any action is performed on knowledge articles. The forms compute metrics for generating KCS reports
that can be viewed through BMC Remedy Smart Reporting.
For more information, see, KCS forms and escalations (see page 257)
Data Management and KCS

Using the Data Management tool, you can create KCS articles from the KCS template. The Transactional-Knowledge.xlsx
spreadsheet has a new RKM_LoadKCSTemplate_Join tab that is used for creating knowledge articles by using the Data
Management tool. For more information, see the following resources from the BMC Remedy ITSM Suite online
documentation:
Transactional data mapping for information about the mapping of transactional data from spreadsheets to target
forms.
Data Management for information about the data management process
There is no change in the data management process or the functionality of the Data Management tool.
KCS features provided through Smart IT

KCS defines several functions to monitor and maintain knowledge health in an organization. Apart from creating or
editing articles, KCS users can perform several actions on the knowledge articles using the Smart IT interface.
For detailed information, see Familiarizing yourself with the Knowledge interface in the Smart IT online documentation.
KCS reports provided through BMC Remedy Smart Reporting

A KCS Coach helps individuals develop their KCS skills, monitors and maintains the knowledge health of the organization,
guides and influences users to adopt good knowledge management processes, and helps improve the KCS maturity level
of an organization.
BMC Remedy Smart Reporting provides several out-of-the-box reports that enable a KCS Coach to review articles and
author performance. A KCS Coach can access these reports from the Smart IT interface, For more information, see
Reviewing your knowledge team's performance using KCS reports in the BMC Remedy with Smart IT online
documentation.
Related topic
Version 9.1.00 enhancements (see page 58)
User roles
User roles Description
BMC Knowledge Management user roles
Knowledge Knowledge Managers are responsible for the overall Knowledge Management database content and lifecycle of the articles in the
Manager database. They have permission to publish and retire articles. They also register and maintain various knowledge sources.
Knowledge Knowledge SMEs create the content that goes into the Knowledge Management database (they author and review knowledge articles).
Subject Matter They address any comments and update requests for articles. They can publish knowledge articles using a configured approval process.
Expert (SME)

User roles Description
Knowledge Knowledge Application Administrators set up, configure, and maintain the BMC Knowledge Management application.
Application
Administrator
KCS-defined user roles supported in BMC Knowledge Management
KCS Candidate KCS Candidates search for relevant knowledge articles when resolving support tickets. They can use existing knowledge articles, propose
amendments to them, or create new articles where no relevant article already exists.
KCS Contributor KCS Contributors review, enhance, and complete articles created by other users to suit a wider audience, flag articles that need
improvement, and unflag articles after improvement. KCS Contributors also create and validate articles, without review by a KCS Coach.
KCS Publisher KCS Publishers publish content to an external audience such as users of BMC MyIT, and they modify published articles.
KCS Coach KCS Coaches monitor, maintain, and improve the knowledge health of an organization by generating various reports and guiding users to
adopt good knowledge management processes. A KCS Coach thereby helps to improve the KCS maturity level of an organization.
Note
BMC Knowledge Management user roles and KCS-defined user roles are mutually exclusive. At one time, a user
can have either a BMC Knowledge Management user role or a KCS user role.
User goals and features

This page provides an overview of user goals related to creating and managing knowledge, and how they are addressed
by the features in BMC Knowledge Management.
Creating and publishing knowledge articles (see page 181)
Searching for knowledge articles (see page 231)
Managing knowledge article metadata (see page 203)
Working with reports (see page 221)
Knowledge search
BMC Knowledge Management's search module uses the BMC Remedy Full Text Search module to search on different
knowledge sources using natural language, and to present a consolidated search result list.
The knowledge search module provides a search mechanism that is typically much faster than the native database
searching functionality for searching in long text fields. It also lets you search on AR System form attachments.
Any AR form can be registered to BMC Knowledge Management as a searchable item. BMC Knowledge Management will
go over the records in these forms, index them, and thus enable the application to search on these records.
The BMC Knowledge Management has the ability to filter the search results based on characteristics such as:
Company
Product and Operational Categories
Environment

Languages
Planning
This section contains information about the following planning issues:
Functional role (see page 75)
For more information on planning for your installation, localization, and system requirements, see Planning in the BMC
Remedy IT Service Management Suite online documentation.
User permissions
BMC Knowledge Management now provides two types of user permissions:
BMC Knowledge Management user permissions (see page 64) — Permissions to perform knowledge
management functions using the BMC Knowledge Management application.
KCS user permissions (see page 65) — Permissions introduced with Knowledge-Centered Support (KCS) in
BMC Knowledge Management. The KCS framework defines user maturity roles as a 'Licensing Model'. These user
maturity roles are mapped to four new permission groups in BMC Knowledge Management. With these
permissions, you can assign KCS-defined license levels to knowledge users. The KCS users can perform KCS-
defined functions for knowledge management using BMC Remedy with Smart IT (Smart IT) and BMC Remedy
Smart Reporting.
These user permissions work in the following manner:
The introduction of KCS permissions does not change the existing functionality of BMC Knowledge Management
user permissions. With BMC Knowledge Management user permissions, you can perform all knowledge
management functions using the BMC Knowledge Management application.
To perform KCS-defined knowledge management functions, you must use BMC Remedy with Smart IT (Smart IT)
version 1.3.01 or later. To generate and view KCS reports, you must use BMC Remedy Smart Reporting 9.1.00 or
later.
KCS user permissions and BMC Knowledge Management user permissions, except the Knowledge Config
permission, are mutually exclusive. At one time, you can assign either BMC Knowledge Management user
permissions or KCS user permissions to users. Only the Knowledge Config permission can co-exist with any KCS
permissions.
When you assign KCS user permissions to users, if the selected users do not have existing BMC Knowledge
Management user permissions, KCS user permissions are directly added. However, if the users have existing BMC
Knowledge Management user permissions, and you add KCS user permissions, then the BMC Knowledge
Management user permissions are automatically removed before KCS permissions are added.
Similarly, when you assign BMC Knowledge Management user permissions, any KCS user permissions that the
users already have are automatically removed, before BMC Knowledge Management permissions are added.
Users with BMC Knowledge Management user permissions cannot perform KCS-defined functions through the
Smart IT interface or view KCS reports in BMC Remedy Smart Reporting. However, they can perform BMC
Knowledge Management functions using the Smart IT interface.

If you revert user permissions from KCS user permissions to BMC Knowledge Management user permissions,
users will be unable to perform any KCS functions. They can perform only BMC Knowledge Management
functions.
A user with KCS permissions accessing the BMC Knowledge Management application functions as guest user.
You can assign permissions to users by using the following methods:
For one user at a time — By using the People form. See Configuring people information in the BMC
Remedy ITSM Suite online documentation
For multiple users in bulk — By using the People Management console. For more informaiton, see
Updating the People records in the BMC Remedy ITSM Suite online documentation.
Based on the knowledge management methods you use in your organization, you can choose to give either BMC
Knowledge Management user permissions or KCS user permissions to users.
Recommendation
When you assign permissions to users, add either BMC Knowledge Management user permissions KCS user
permissions, but not both.
This topic provides the details about following user permissions:
BMC Knowledge Management user permissions (see page 64)
KCS user permissions (see page 65)
Related topics (see page 67)
BMC Knowledge Management user permissions

The following user permissions are available in BMC Knowledge Management:
Permission Description Application

user license
type
Knowledge Grants full access to the application. This permission is usually assigned to the most advanced users and enables them (in None
Admin addition to Knowledge User permissions) to generate reports, manage knowledge sources, and migrate data from previous
installations.
Users with Knowledge Admin permission can perform the following tasks:
Create new knowledge articles
Modify all of the articles that are visible to them
Change the the assignee
Change the article status
Publish and cancel articles
Recommendation: Grant this permission to individuals who perform the role of a Knowledge Manager. Users in this role can
create system news flashes and run reports.
Knowledge Grants write, assign, and promote access to new and existing articles without administrative tasks. This permission is usually None
User assigned to senior members of a support group and enables users to participate in the knowledge article lifecycle.


user license
type
Users with the Knowledge User permission can perform the following tasks:
Create and modify knowledge articles
Update all draft articles
Promote articles to any of the review statuses
Submit articles for Publish Approval and Retire Approval
Recommendation: Grant this permission to advanced technical users or subject-matter experts. These users are typically
involved in the content review and approval process.
Knowledge Grants write access to new knowledge articles only. This permission is usually assigned to junior knowledge users and trainees None
Submitter and enables them to create and promote articles to Draft status only.
Users with Knowledge Submitter permission can perform the following tasks:
Create new knowledge articles and modify their own knowledge articles that have the In Progress status.
Create and promote articles to In Review status only
Create new knowledge articles and modify their own knowledge articles, even in Draft status
You can enable this permission for users who require access to create Knowledge articles from incidents and other requests.
For more information about enabling these permissions, see Configuring application settings (see page 149).
Recommendation: Grant this permission to standard technical users who require access to create knowledge articles from
incidents or other requests.
Knowledge Grants view access to knowledge articles in any status without write privileges. This permission is usually assigned to support None
Viewer staff who only search and view articles.
Users with Knowledge Viewer permission can perform the following tasks:
View published knowledge articles
Review Draft and In Review articles
Recommendation: Grant this permission to all users who need to view knowledge articles.
Knowledge Grants access to configuration settings. This permission enables users to configure BMC Knowledge Management settings. None
Config Typically, an assigned user is not a member of a support group and is not intended to create, edit, or publish articles.
Users with the Knowledge Config permission can configure BMC Knowledge Management settings
Recommendation: Grant this permission to individuals who need to configure the component functions mentioned in the list of
BMC Knowledge Management permissions. Typically, you grant this permission to someone with the role of an Application
Administrator.
Note
For information about migrating user permissions from BMC Knowledge Management version 7.2 and 7.5 to
the version 8.0 format, see Migrating user permissions from the 7.2 and 7.5 releases (see page 104).
KCS user permissions

The KCS user maturity roles define different functions for knowledge users based on their experience level, training,
competence, and so on, as defined by the KCS framework. These KCS roles are hierarchical, and users gain more
authority as they advance from one level to the next. The level of KCS knowledge, application, and user performance
defines the KCS role of a user.

Various performance evaluation techniques as defined by KCS, such as Article Quality Index (AQI) assessment,
participation rate, citation count, and so on, provide a means of measuring user performance. A user who meets the KCS-
defined standards advances to a higher KCS role, whereas a user who does not meet the standards might move down in
the hierarchy.BMC Knowledge Management has the following permission groups, each each mapped to a KCS-defined
user maturity role:

user license
type
KCS A knowledge user, primarily a support user, who creates or recognizes relevant knowledge articles and uses the articles to None
Candidate work with tickets.
A KCS Candidate performs the following tasks:
Creates new articles.
Reuses existing knowledge articles to resolve tickets.
A KCS Candidate user has the following permissions:
Create new articles and move them to In Progress or Draft status.

A KCS Contributor, a KCS Publisher, or a KCS Coach reviews or completes such articles.
Edit only their own articles in In Progress, Draft, or In Review status.
Change status of their own articles to Draft, In Review, or Publish Approval.
Review and link, flag, or unflag only their own articles in Draft, In Review, or In Progress status.
Assign their own article to another KCS user or BMC Knowledge Management user.
After the assignment changes, a KCS Candidate can no longer edit the article.
A KCS Candidate cannot take ownership of articles created by other users.
Recommendation: Grant this permission to a knowledge user who has basic knowledge about the KCS philosophy, and uses
the knowledge base to work with incidents.
KCS A knowledge user, primarily a support user, who has a detailed understanding of the target audience, the content standard, None
Contributor the KCS article quality index, and KCS processes.
A KCS Contributor performs the following tasks:
Reviews, enhances, and completes articles created by other users to suit a wider audience
Flags articles that need improvement, and unflags articles after the improvement is complete.
Creates and validates articles, without review by a KCS Coach.
A KCS Contributor has the following permissions:
All permissions of a KCS Candidate.
Edit own articles as well as other users' articles that are unpublished or in the Published status.
Change status of articles to Cancelled.
Approve internal publishing of an article.
A KCS Contributor can take ownership of articles created by other users, can be the article assignee, and can change the
assignments.
Recommendation: Grant this permission to advanced knowledge users who can create, modify, or review KCS articles, and can
publish the articles to a specific audience, usually the internal users.
KCS An advanced knowledge user who demonstrates good understanding of the implications of modifying published content, None
Publisher defines priority information, and understands the copyright and trademark laws as defined by their organization.
A KCS Publisher consistently receives a high performance evaluation score and performs the following tasks:


user license
type
Publishes content to an external audience, such as users of BMC MyIT.
Modifies published articles.
A KCS Publisher has the following permissions:
All permissions of a KCS Candidate and KCS Contributor.
Publish KCS articles to BMC MyIT.
A KCS Publisher can take ownership of articles created by other users, can be the article assignee, and can change the
assignments.
Recommendation: Grant this permission to advanced knowledge users who have the authority to publish articles to external
users.
KCS Coach An advanced knowledge user who plays a significant role in the KCS adoption process in an organization. None
A KCS Coach performs the following tasks:
Helps individuals develop their KCS skills, and guides and influences them to adopt good knowledge management
processes
Monitors and maintains the knowledge health of the organization
Helps improve the KCS maturity level of an organization
Reviews article quality and author performance by generating various reports
A KCS Coach has the following permissions:
All permissions of a KCS Candidate, a KCS Contributor, and a KCS Publisher.
Perform various KCS-defined functions to evaluate user performance and content health using the KCS features in the
Smart IT and BMC Remedy Smart Reporting user interfaces.
A KCS coach can take ownership of articles created by other users, can be the article assignee, and can change the
assignments.
Recommendation: Grant this permission to an advanced knowledge user who is a KCS practice expert and can be a mentor to
other KCS users for their development of KCS competencies.
Related topics
Permissions required to perform actions in BMC Knowledge Management (see page 67)
KCS permissions required to perform actions in BMC Remedy with Smart IT (see page 70)
Permissions required to perform actions in BMC Knowledge Management

The following table shows the available default actions for the different user permissions.
BMC Knowledge Management permissions with their actions
Privileges Self Knowledge Knowledge Knowledge Knowledge Knowledge Comments

Service Viewer Submitter User Admin Config
Viewing
View articles in + + + + + + Self Service users can view knowledge articles in simple
simple view view only if those articles are assigned to the
appropriate visibility group. For more information, see
Configuring visibility groups (see page 100) and
Managing knowledge article visibility (see page 203).


View articles in + + + +
advanced view
View in-progress + + + You can see only in-progress articles that you created.
articles You cannot view an in-progress article that another
user created.
View draft + + + +
articles
View in-review + + + +
articles
View published + + + + + + Self Service users can view external knowledge articles
external articles (external files that have been registered in the
knowledge base via the Registration Wizard) only if
those articles are assigned to the appropriate visibility
group.
For more information, see Registering file system paths

(see page 126), Configuring visibility groups (see page
100), and Managing knowledge article visibility (see
page 203).
View published + + + + Published knowledge articles are approved but not

internal articles visible to Self Service users.
View closed + + + + Closed articles are not returned after a search, but can
version be viewed in the revisions tab of the advanced view.
View retired + + + +
articles
View cancelled + Cancelled articles can be viewed from the console.

articles
View articles + + + + Articles waiting for approval (both publish and retire)
waiting for can be searched for and viewed.
approval
View update + + + +
requests
View + + + + + +
relationships
View Categories + + + + + +
View Revisions + + + +
View History + + + +
View Usage +
Editing
Create a new + + + After an article has been updated to In Progress, it can

article be assigned to a Knowledge User or Admin.
Note: The Assignment availability option in your People

record must be set to Yes for you to be able to create
new knowledge articles.
Edit In Progress + + + Knowledge Submitter users can edit only their own
articles.


Edit draft + +
Edit in-review + + The editor must be part of the relevant reviewer's

support group.
Edit published + + This action creates a new version in draft.
Edit closed No user can edit closed version of the article.

version
Edit retired + + Can only edit articles flagged as internal, change the
article status to Cancelled, and change the assignee.
Edit cancelled No user can edit cancelled version of the article.
Edit waiting-for- No user can edit an article awaiting approval for publish
approval or retire.
Workflow
Change status to + + + The status is changed to Draft from In Progress.

draft
Note: Users with Knowledge Submitter permission can
promote a knowledge article to Draft status only if the
Assignee user has Knowledge User or Knowledge
Admin permission.
Change status to + +
review
Change status to + + Draft articles can also be changed to retired-approval.

publish/retire
approval
Change status to + Only the Knowledge Admin can cancel an article,

cancel irrespective of the article status, without any approval.
However, Knowledge users have to follow the approval
process to cancel knowledge 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 Configured in the BMC Knowledge Management

configuration. Requires support group membership and
Knowledge Approver functional role.
Approve retire Configured in the BMC Knowledge Management

configuration. Requires support group membership and
Knowledge Approver functional role.
Set owner/owner- +
group
Knowledge Management Console
Open knowledge +
source
management
under Functions


Quick Actions +
View articles not + A user with the Knowledge Admin role can view articles
assigned to me not assigned to that user when filtering 'my groups'.
/All
IT Home Page
Open the + + + +
Knowledge
Management
Console
Open +
configuration for
BMC Knowledge
Management
Open search + + + + + +
dialog box
Other
Submit update + + + +
requests
Submit feedback + + + + + +
Create reports +
Remedy fixed + + +
(write) license
Part of support + + + + +
staff
Create + + + Submitter can create relationships only for in-progress

relationships articles.
Related topics
KCS permissions required to perform actions in BMC Remedy with Smart IT (see page 70)
KCS permissions required to perform actions in BMC Remedy with Smart IT

This topic provides information about the default available actions for the different KCS user permissions, when a KCS
user uses the BMC Remedy Smart IT (Smart IT) interface for knowledge management. A KCS user can only search and
view knowledge articles by using the BMC Knowledge Management application accessed from BMC Remedy Mid Tier.
To use KCS-defined features, you must use Smart IT 1.3.01 version that is compatible with BMC Remedy IT Service
Management 9.1.
To login to Smart IT versions post 1.3 service pack 1 upgrade, Knowledge users must have the service desk profile along
with KCS permissions. Also, user with KCS permissions can only access the Search Article option available in Mid Tier
post 1.3 service pack 1 upgrade.

Tip
Press F to view the tables in full screen mode. Press Esc to exit full screen mode.
KCS permissions
Privileges KCS KCS KCS KCS Comments
Candidate Contributor Publisher Coach
Viewing
View in- All KCS users can view knowledge articles that are in In Progress status.
progress
articles
View draft All KCS users can view knowledge articles that are in Draft status.
articles
View in- All KCS users can view knowledge articles that are being reviewed.
review
articles
View You can view articles that are published to the self service users (external users of Smart IT
published such as BMC Service Request Management users)
external
articles
View You can view articles that are published internally but not yet made available to the self
published service users.
internal
articles
View closed Closed articles are not displayed in the search result. To view a closed article, you must use
version the filter in the Smart IT Knowledge Console, and select the Closed Version check box.
Alternatively, you can open an article and select the version number of the closed article
from the version list.
View retired Retired articles are not displayed in the search result. To view a retired article, you must use
articles the filter in the Smart IT Knowledge Console and select the Retired check box.
View Cancelled articles are not displayed in the search result. To view a cancelled article, you
cancelled must use the advance filters in the Smart IT Knowledge Console and select the Cancelled
articles check box.
View articles You can view articles that are in the Publish approval and Retire approval status, and in the
waiting for Cancellation approval state.
approval
View
relationships
View
Categories
View
Revisions
View
Timeline
View Usage The reuse count indicates the number of tickets linked to a knowledge article. The reuse
count is seen in the list of articles displayed under Recommended Knowledge when you
search for articles from a ticket or Smart Recorder.
Editing

Privileges KCS KCS KCS KCS Comments

Candidate Contributor Publisher Coach
Create a All KCS users can create knowledge articles.

new article
Edit In (only All KCS users, other than KCS Candidate, can edit their own and other's articles that are in
Progress their In Progress status. Note that they must be assigned to articles written by other authors.
own)
KCS Candidates can edit only their articles.
Edit draft (only All KCS users, other than KCS Candidate, can edit their own and other's articles that are in
their Draft status. Note that they must be assigned to articles written by other authors.
own)
Edit in- (only All KCS users, other than KCS Candidate, can edit their own and other's articles that are in
review their review. Note that they must be assigned to articles written by other authors.
own)
Edit Except KCS Candidates, all KCS users can edit published articles. If you make minor edits,
published the version of the published article remains the same, whereas major edits create a next
version of the published article.
Edit closed Closed versions of knowledge articles are not available for editing.
version
Edit retired Retired versions of knowledge articles are not available for editing.
Edit Cancelled versions of knowledge articles are not available for editing.
cancelled
Edit waiting- Knowledge articles that are in Publish approval or Retire approval status are not available
for-approval for editing.
Permissions for performing various KCS functions

Depending upon the KCS permission, a KCS user can perform different functions on knowledge articles until the article is
in a particular status. The following table lists the actions that KCS users can perform on articles in different states:
Article In Draft SME Optional Optional Publish Published Published Retire Retired Cancellation Cancelled Closed
status in progress review review-1 review-2 approval (Internal (Internal approval approval
Smart IT use: Yes) use: No)
KCS Candidate — Assignee
Create
relationships
Flag articles
Unflag
articles
Take
ownership
of articles1
Assign
ownership
of articles2
Add
comments

Progress an
article to
next stage
Apply
visibility
group to an
article
Add
metadata
attachments
to articles
KCS Candidate — Non-assignee
Create
relationships
Flag articles
Unflag
articles
Take
ownership
of articles1
Assign
ownership
of articles2
Add
comments
Progress an
article to
next stage
Apply
visibility
group to an
article
Add
metadata
attachments
to articles
KCS Contributor
Create
relationships
Flag articles
Unflag
articles
Take
ownership
of articles1

Assign
ownership
of articles2
Add
comments
Progress an
article to
next stage
Apply
visibility
group to an
article
Add
metadata
attachments
to articles
KCS Publisher
Create
relationships
Flag articles
Unflag
articles
Take
ownership
of articles1
Assign
ownership
of articles2
Add
comments
Progress an
article to
next stage
Apply
visibility
group to an
article
Add
metadata
attachments
to articles
KCS Coach
Create
relationships
Flag articles

Unflag
articles
Take
ownership
of articles1
Assign
ownership
of articles2
Add
comments
Progress an
article to
next stage
Apply
visibility
group to an
article
Add
metadata
attachments
to articles
Perform
assessment
related
operations
1 and 2 - The Assignment availability option in the People record must be set to Yes for you to take ownership of articles,
and also for the person whom you want to assign ownership of articles.
Related topics
KCS user permissions for changing knowledge article status
Smart IT permissions
Functional role
The Knowledge Management Approver role is the sole functional role that is provided by BMC Knowledge Management.
The Knowledge Management Approver role enables you to receive approval requests for publishing, canceling, and
retiring knowledge articles, that you can approve or reject in Approval Central.

This functional role is usually assigned to senior members of a support group, who possess a high level of technical
knowledge.
Recommendation
Approvers should have the Knowledge Viewer, Knowledge User, or Knowledge Admin permission to be able to
view knowledge articles before approving or rejecting them.
Installing
The BMC Remedy ITSM Suite Deployment online documentation provides instructions on how to install and upgrade
the components in the BMC Remedy IT Service Management (ITSM) Suite, which includes the following:
Platform components: BMC Remedy Action Request (AR) System components and BMC Atrium Core
components
Application components: BMC Remedy ITSM core components, BMC Service Request Management, BMC Service
Level Management, and BMC Remedy ITSM Process Designer
The following graphic illustrates scope and the contents of this online documentation.
Go to the following sections in the BMC Remedy ITSM deployment documentation for details.
Planning the deployment
Preparing
Installing
Upgrading
Troubleshooting

Related topics
BMC Remedy with Smart IT installing
BMC Remedy with Smart IT upgrading
BMC MyIT installing
BMC MyIT upgrading
BMC Remedy Single Sign-On installing
BMC Remedy Single Sign-On upgrading
Configuring after installation

This section contains activities that you must perform after you install the application and before you configure the
application. It also contains information on configuring the Foundation, projects, and applications.
Configuration overview (see page 79)
Analyzing organizational requirements (see page 79)
Setting up the framework (see page 80)
Quick start process overview (see page 78)
About the Application Administration Console (see page 80)
Accessing the Application Administration Console (see page 255)
Configuration prerequisites (see page 80)
Defining the application administrator (see page 101)
Configuration tasks and reference (see page 80)
Performing a standard configuration (see page 82)
Managing standard configuration data (see page 81)
Converting XML-based articles from the 7.2 and 7.5 releases (see page 105)
Managing knowledge sources (see page 121)
Configuring approvals (see page 140)
Adding status transitions (see page 148)
Configuring application settings (see page 149)
Configuring feedback strings (see page 152)
Configuring system settings (see page 153)

Managing notifications (see page 155)
Configuring Submitter mode (see page 154)
Enabling localization (see page 158)
Setting the tenancy mode (see page 158)
Configuring the default web path (see page 159)
Changing the database schema sort order (see page 159)
Configuring the BMC Remedy Notification Engine threads count (see page 161)
Changing the time zone (see page 161)
Running a post-installation health check (see page 104)
Quick start process overview

To perform the basic level of application configuration, perform the tasks listed in the following table. To perform the
tasks, you should have a basic understanding of performing common configuration tasks using the Application
Administration Console (for example, you know how to log into the IT Home Page, define users in the People form, and
so on).
Quick Start Actions
Action Where to begin For more information
1. Set up your company or organization
Perform standard configuration of your company or organization (such as From the Application Administration
Managing standard
People, Company, Location, and Site information). Console, click the Standard
configuration data (see
Configuration tab.
page 81)
Note Configuring after
installation from the BMC
If you have already have performed this step in BMC Remedy IT
Remedy IT Service
Service Management, you can ignore this step, except for creating
Management Suite online
assignment routing for the application. See Configuring
documentation
assignments (optional) (see page 98).
2. Define users
Define the application administrator. From the Application Administration Defining the application
Console, click the Standard administrator (see page 101)
Configuration tab. Then, select the
Create link for People.
Define the support staff with appropriate privileges. From the Application Administration
Roles and privileges (see
Console, click the Standard
page 75)
Configuration tab. Then, select the
Create link for People. Creating support groups
(see page 86)
Creating support staff

members (see page 89)
After the setup is finished, the application administer can perform the following tasks:

Convert articles from previous version — For more information, see Converting XML-based articles from the 7.2
and 7.5 release. (see page 105)
Manage knowledge sources — For more information, see About managing knowledge sources (see page 122).
Work with reports — For more information, see Working with reports (see page 221).
Work with the application — For more information, see the BMC Remedy Knowledge Management user
documentation (see page 163).
After the application administrator defines the configuration administrator, the following configuration tasks can be
preformed by the configuration administrator:
Convert approvals — For more information, see Converting articles for default or modified templates (see page
109).
Convert general application settings — For more information, see Configuring application settings (see page 149)
.
Convert status transitions — For more information, see Configuring application settings (see page 149).
Configuration overview
This section provides an overview of what is involved in setting up the BMC Knowledge Management system. You are
essentially setting up the framework that enables users to work with knowledge.
Analyzing organizational requirements (see page 79)
Setting up the framework (see page 80)
About the Application Administration Console (see page 80)
Configuration prerequisites (see page 80)
Analyzing organizational requirements

Before you begin administration and configuration, you need to analyze how to build the knowledge management
system. Some questions you might consider are:
Who fulfills which user role and to what support groups will they belong?
How and to whom should articles transition within the article workflow?
How will search results be displayed?
How long are intervals between indexing knowledge sources?
Note
If you are integrating with other applications, some of the services might already be configured.

Setting up the framework

Before configuring the application, the application administrator must define users, and assign these users the
appropriate permissions and functional roles. The application administrator can also associate them with the appropriate
support groups, if necessary. BMC Knowledge Management includes some predefined roles. Additionally, the application
administrator must set up permissions for users and groups to ensure that the appropriate people can access the
appropriate knowledge and metadata. For more information, see Roles and privileges (see page 75).
Setting up approvers allows you to have requests for retiring or cancelling articles approved. For more information, see
Configuring approval mappings (see page 144).
About the Application Administration Console

You use the Application Administration Console to configure BMC Remedy ITSM Suite applications. The console
provides access to the forms that you use to configure the applications that you installed.
To access the Application Administration Console, from Applications menu on the IT Home Page, select Administrator
Console > Application Administration Console.
Only BMC Remedy AR System administrators and BMC Remedy ITSM Suite application administrators have access to
these configuration forms. These administrators will have Master and Config permissions. For more information about
these permissions, see Permission groups hierarchy.
The Application Administration Console has two tabs:
Standard Configuration provides steps that walk you through the standard process for configuring your
organization's information.
Custom Configuration provides access to all BMC Remedy ITSM Suite configuration forms. Use this tab to extend
the standard configuration.
Configuration prerequisites
You can set up the application to contain entries about the various people, groups, skills, responsibilities, and geographic
locations associated with your organization.
Before you begin configuring the application, verify that the following configuration prerequisites are met:
You must have an BMC Remedy AR System write license (either fixed or floating ).
You must have a basic knowledge of BMC Remedy AR System administration tasks.
For information about setting the BMC Remedy AR System options, see Configuring after installation.
Configuration tasks and reference

The following topics provide information and instructions for configuring BMC Knowledge Management:
Managing standard configuration data (see page 81)
Defining the application administrator (see page 101)

Running a post-installation health check (see page 104)
Migrating user permissions from the 7.2 and 7.5 releases (see page 104)
Converting articles from external file formats (see page 114)
Adding status transitions (see page 148)
Configuring feedback strings (see page 152)
Configuring system settings (see page 153)
Configuring Submitter mode (see page 154)
Enabling localization (see page 158)
Setting the tenancy mode (see page 158)
Configuring the default web path (see page 159)
Changing the database schema sort order (see page 159)
Configuring the BMC Remedy Notification Engine threads count (see page 161)
Changing the time zone (see page 161)
Managing standard configuration data

After you configure BMC Remedy ITSM as a standard configuration, you can view the configuration data.
When you view the data, a form appears in which you can perform additional custom configuration. For example, if you
view support groups, you can use the Support Group form to modify the data already entered or add additional
information, such as the business hours for a support group.
To view or modify standard configuration data
1. On the Standard Configuration tab of the Application Administration Console, select the correct company.
2. Click the View link next to the category of standard configuration data that you want to view or modify.
The corresponding form appears with search results that display all records for the selected company. If
appropriate, records applicable to all companies also appear. For example, if you click the View link next to
Support Group, the Support Group form appears, displaying all matching support groups, as shown in the
following figure.

The top part of the form displays the search results, and the bottom part displays the selected record.
Support Group form displaying the company's support groups
3. Select the appropriate record to view the data or make changes.
4. If you make changes to the form, click Save.
5. Close the form.
Performing a standard configuration

The following topics provide information and instructions for implementing a standard configuration of BMC Knowledge
Management:
Creating a company (see page 83)
Creating organizations (see page 84)
Creating locations (see page 84)
Creating support groups (see page 86)
Creating people information (see page 88)
Creating product categories (optional) (see page 95)
Creating operational categories (optional) (see page 97)
Configuring assignments (optional) (see page 98)
Configuring visibility groups (see page 100)

Creating a company
The first step in standard configuration is to configure a company. Everything else that you configure belongs to this
company. You can configure multiple companies if your company is made up of smaller companies that are separate
entities. To know the supported company types, see Company types supported.
For each company that you create, you must configure the following data:
Organizational structure
Locations
Support groups
People
Optionally, for each company, you can configure other data, such as:
Product categories
Operational categories
Assignment routing
Approval processes
Incident scripts, templates, and decision trees
Change templates
Note
Each of these areas uses global data, unless company-specific data overrides it. The Global company record is
part of the core BMC Remedy ITSM Suite installation data and must not be modified. Use the Global company
to specify when something, such as a catalog entry, applies to all companies in BMC Remedy ITSM Suite. For
example, if you select the Global company in the Product Catalog, you would map a product to all companies
instead of one company (or to multiple selected companies).
To configure a company
1. On the Standard tab of the Application Administration Console, click Click here to create and configure a new
company.
2. In the Company dialog box, select or enter a Company name.
3. Select or enter a Company Type. If support staff are members of this company, select Operating Company .
4. If you have configured your server as a hub or spoke, you must select the spoke server associated with the
company you are configuring. The server that you select determines where the incident, change, and problem
records will reside. For more information about hub and spoke, see Setting up the Hub and Spoke capability.
5. Click Add. A message appears that the company has been created. After you click OK , the company is selected
on the Standard Configuration tab of the Application Administration Console.

6. Repeat 2 (see page 83) through 4 (see page 83) until you have added all the companies you want.
7. When you are finished adding companies, click Close.
Understanding companies and organizations video
Disclaimer
Although the concepts and procedures presented in this video are correct, the user interfaces shown are not
current.
View video on YouTube
Creating organizations
Organization structure is defined as Company > Organization > Department, which represents how a company is
represented from a business perspective.
To create the company and organizations
1. From the Standard Configuration tab of the Application Administration Console, click the Create link next to
Organization. The Organization form appears with the company you are configuring displayed.
2. Enter or select the organization. Enter the name of the organization to create it. After you add the first
department to the organization, you can select the organization when you add another department.
3. Enter the department.
4. Click Add. You can continue to add organizations and departments.
5. Repeat 2 (see page 84) through 4 (see page 84) to add the organizations that you require.
6. When you are finished configuring organizations and departments for the company, click Close.
Creating locations
The location structure within the BMC Remedy ITSM applications has a four-tiered data model, where the second and
third tiers can be optional (the fourth tier, however, is required). In effect, the data model can be two, three, or four tiers.
The Company field is the first tier, Region is the second tier, Site Group is the third tier, and Site is the fourth tier (where
a site is a physical location with a mailing address, such as a building). When you create the location structures, the
regions and site groups are used to group sites within a company. Therefore, you must have a list of the sites within a
company, and then determine whether regions and site groups are required to arrange the sites in an organized manner
that can be used for reporting purposes.
Sites identify unique physical locations and are associated with one or more companies.
The Company field and Site field are required on all request forms.
Workflow can be defined to any level of the location structure.

Understanding sites and locations video (see page 85)
To create locations (see page 85)
Understanding sites and locations video
Disclaimer
current.
To create locations
2. Click the Create link next to Location.
3. Optionally, enter or select information in the Region and Site Group fields.
You can use the Region and Site Group fields to create a location structure with two or three levels.
Region Geographic areas can be divided into regions. A company can have several regions, depending on how many sites it has and where the sites
are located. Examples of company regions are Northwest, Atlantic, and Pacific. Creating regions under a company is done only for
reporting in BMC Remedy ITSM.
Enter the name of a region to create it. After you add the first site group or site to the region, you can select the region when you add
another site or site group.
Site Geographic areas can be subdivided into site groups, which are collections of individual locations. A company can have any number of site
Group groups, depending on how many locations it has and where they are. An example of a company site group is ABC Europe Region.
Enter the name of the site group to create it. After you add the first site to the site group, you can select the site group when you add
another site.
4. Enter the site designation in the Site field.
5. Enter or select the site address information.
6. Click Add.
You can continue to add regions, site groups, and sites. The following figure shows a location being added.
Example of a Location being added

7. Repeat 3 (see page 85) through 6 (see page 85) to add the locations that you require.
8. When you are finished configuring the company locations, click Close.
Creating support groups

The Support Group structure is defined as Company > Support Organization > Support Group, which represents how a
company is structured from a support perspective. Support groups are typically used to assign work in BMC Remedy
ITSM applications.
Understanding support groups video (see page 86)
To create support groups (see page 87)
Related topic (see page 88)
Understanding support groups video
Disclaimer
current.

To create support groups
Note
You can only create support groups for companies that have a type of Operating Company, Customer, or
Vendor.
2. Click the Create link next to Support Group.
3. Enter or select information in the Support Organization field. Enter the name of the support organization to
create it. After you add the first support group to the organization, you can select the organization when you add
the next support group.
4. Enter or select information in the Support Group Name field.
5. Enter or select the support group role. The Support Group Role field describes the role that the support group
has in the organization. For example, the support group named Internal Support might provide the Help Desk
function, while another support group provides Tier 2 support.
You choose from the following support group roles, which are levels in the support group hierarchy:
Help Desk
Tier 1
Tier 2
Tier 3
You can also select the Line of Business support group role, which can be assigned to a non-IT team that
supports customers with a particular business need.
6. Click Add.
The following figure shows a support group being added.
Example of a Support Group being added

7. Repeat 3 (see page 87) though 6 (see page 87) to add all the support groups that you require.
8. When you are finished configuring support organizations and groups for the company, click Close.
Related topic
Creating support groups (custom configuration)
Creating people information

You can create records for both IT support staff and non-support staff.
A support staff member can belong to many support groups.
Non-support staff members include anyone who is not a member of the IT organization, or does not create or modify
records in BMC Remedy ITSM.
This section describes the following tasks:
Adding people records from a template
Adding non-support staff
Adding support staff
You must set up a login ID and password for anyone with access to BMC Remedy ITSM Suite, aside from guest access.
People information also includes each person's company, organization, business and home addresses, desk location,
support groups, and selected additional information.
For creating a user name alias used for authentication purpose, see User Name Alias introduction.
Understanding people profiles video
Disclaimer
current.

Creating support staff members

You can create people records with standard settings for support staff from the Standard Configuration tab of the
Application Administration Console.
If you are using templates or want to perform custom configuration, however, complete the People form from the
Custom Configuration tab.
This topic also contains the following information:
To add support staff (see page )
Updating permissions for support staff (see page )
Related topic (see page )
To add support staff
2. Click the Create link next to People. The People form appears.
3. Complete the fields as described in Adding non-support staff with the following exception: for Support Staff,
select Yes. When you set Support Staff to Yes, the Support Groups tab appears. For support staff, you must
complete the Login/Access Details tab and the Support Groups tab.
People form completed for support staff

4. Give the person the appropriate BMC Remedy ITSM application permissions.
a. In the Application Permissions area on the Login/Access Details tab, click Update Permissions Groups. The
Permission Group dialog box is displayed.
b. In the Permission Group field, select a permission group to add.
c. If required, select a license type of Fixed or Floating.
d. Click Add/Modify.
e. Repeat b (see page 90) through d (see page 90) to add additional permission groups, if required.
f. You can delete permission groups by selecting them from the list and clicking Delete.
g. When you finish adding permission groups, click Close.
5. If you are restricting the access of support staff to certain companies, continue with the steps that follow.
Otherwise, select Yes in the Unrestricted Access field.
Note

To give an individual access to information in BMC Remedy ITSM, you must give the individual access
to specified companies or select Yes for the Unrestricted Access field. If you specify both companies
and unrestricted access, unrestricted access overrides the specific companies specified.
To restrict access to specific companies:
a. In the Access Restrictions area, click Update Access Restrictions. The Access Restrictions dialog box
appears.
b. In the Access Restriction field, select a company to which you want the person to have access.
Note
Depending on the database you are using, if you add more than 100 companies to a person's
group list, you might experience unexpected results. This is caused by the list size exceeding the
GroupList field length. The GroupList field is limited by the maximum varchar size for your
database. This size varies for database servers and vendors and between versions of the same
database. Experience shows that for databases with a maximum varchar size of 4 KB you can
add approximately 100 entries (Companies, Support Groups, and Permissions, or all three) to a
user's group list.
c. Click Add/Modify.
d. If you want the person to have access to multiple companies, repeat b (see page ) through c (see
page ).
e. Click Close.
6. Relate the person to at least one support group:
a. Click the Support Groups tab. By default, the Support Groups sub-tab is also selected.
b. Click Update Support Groups and Roles. The Update Support Group Memberships and Roles form
appears.
Update Support Group Memberships and Roles dialog box

c. In the Add Support Group Relationship area, select the Company, Support Organization, Support Group,
and Relationship Role.
The relationship roles are informational only:
Member The person belongs to the support group.
Associate Member The person has access to modify requests assigned to that support group.
d. Click Add.
Tip
To change the relationship role, select the relationship from the Current Support Group
Relationship(s) list and click Make Associate Member or Make Member.
e. If the person belongs to multiple support groups, select the primary support group record from the
Current Support Group Relationship(s) list and then click Set to Default.
f. To make the person unavailable for assigning to requests or incidents, select each related support group
from the Current Support Group Relationship(s) and click Mark Unavailable.
7. To add support group functional roles, click the Functional Role Update tab. You can use this tab to assign
functional roles to people within support groups. Functional roles extend access granted by permissions groups,
but only for specific support groups that are used within BMC Remedy ITSM. For example, someone might be a
member of two support groups but is a support group manager for only one. However, the individual could also

be a support group manager for all of the support groups to which the individual is assigned. For example, one
individual could be assigned all of the following functional roles: Infrastructure Change Manager for the Change
Management support group, Incident Manager for the Incident Management support group, and Problem
Coordinator for the Problem Management support group.
8. To assign the person to a functional role in a support group:
a. Select the Company, Support Organization, and Support Group Name.
Tip
Items in these lists appear only if support groups were related to the person on the Support
Group Update tab.
b. Select a Functional Role for update.
c. Click Add. The functional role appears in the table at the bottom of the dialog box.
d. Repeat steps a (see page 93) through c (see page 93) until you have added all of the functional roles.
9. Click Close.
10. In the People form, click Add.
11. Confirm this person's password.
12. To add more support staff records, repeat steps 3 (see page 89) to 10 (see page 93).
13. When you are finished adding support group memberships and roles, click Close.
Updating permissions for support staff

Use the following procedure to add permissions permissions or to change them.
2. Click the View link next to People.

The People form appears.
3. Give the person the appropriate application permissions, as listed below.
a. In the Application Permissions area on the Login/Access Details tab, click Update Permissions Groups.
The Permission Group dialog box is displayed.
b. In the Permission Group field, select a permission group to add.
d. Click Add/Modify.
e. Repeat b through d to add additional permission groups, if required.

f. When you finish adding permission groups, click Close.
4. Click Save and then click Close.
Related topic
Adding a support staff person
Creating non-support staff people

You can create non-support staff records for employees, customers, and vendors.
To add non-support staff

Support staff can use these non-support staff records to complete forms, such as to indicate a customer who called the
help desk to report an incident. If non-support staff have a login ID and password, they can record their own requests on
the Requester console.
2. Click the Create link next to People. The People form appears.
3. Enter the person's first name and last name.
4. Select the client type. The following table lists the client types available for selection.
Client types
Client type Information required
Office-based employee, field-based employee, contract Select or enter a site in the Site field.
Customer, prospect, vendor Site information is optional.
Home-based employee You must enter home information in addition to the site information.
5. Optionally, you can select a contact type, such as Sales or Technical Support.
6. Set Support Staff to No.
7. Enter the phone number. Click in the phone field and press Enter. You can select a Country Code for a phone
number from the list or you can enter one manually. If you omit the phone number, it is set as unknown.
8. Optionally, enter the email address.
Note
An email address is required to receive email notifications.
9. If this person is a home-based employee, enter the home address and phone number.
10. In the Organization Information area, select the company and, optionally, select the organization and department.
11.
11. In the Location Information area, select the site. You must select a site for employees, but it is optional for
customers and vendors.
12. To allow this person to log on to the system, perform the following steps:
a. Enter a login ID and password. People who have access to the People form can change their password.
b. If this person needs access to applications, see the instructions in Adding support staff.
Non-support staff typically do not need access to applications. They can create and modify requests from
the Requester console. From the Requester console they can access only their own records. If you grant
them access to applications and you have multiple companies, however, you might want to restrict their
access, as described in Adding support staff.
13. Click Add.
14. If you entered a login ID and password for this person, you must confirm the password.
15. To add more non-support staff records, repeat steps 3 through 13.
16. When you are finished adding people records, click Close.
Note
If you want to enable full text search, go to the FTS tab of the AR System Administration: Server Information
form. For more information, see Enabling and disabling full text search.
Related topics
Resetting a person's password or login ID
Adding people records from a template
Creating product categories (optional)

Before creating or modifying product information, it is important to understand product relationships.
When you are creating product category information:
The Product Name or Manufacturer field is optional, but both are required if either is specified.
Do not use special characters for the Product Name field. For example, single quotes, double
quotes, and so on.
One tier can be sufficient, depending on the item being created.
If you create a product that requires less than three tiers, the other tiers must be set to "- None -."
Each product category can have more than one product model/version and more than one product alias.

Products can be associated with one or more companies.
A product is available for selection on other forms after it has been associated with a company or when a
product category is created.
After you relate a product to a company and an application, it can be used in forms that contain the product
categorization fields.
Each product model/version can have one or more patches.
To add a product category
1. From the Application Administration Console, click the Custom Configuration tab.
2. From the Application Settings list, choose Foundation > Products/Operational Catalogs > Product Catalog, and
then click Open. The Product Catalog Setup form appears as shown in the following figure.
Product Catalog Setup form
The Product Catalog Setup form appears.
3. On the Product Category tab, click Create. The Product Category Update form appears.

4. Optionally enter or select a Product Type.
5. Select the configuration item (CI) type. The CI Type field specifies the type of CI for which you are creating this
product catalog.
6. Select or enter the Product Categorization Tiers. If you are creating a product that requires only one tier, enter
None for the other two tiers.
7. Enter or select a product name.
8. If you specify a product name, specify a manufacturer. Select a manufacturer, or click New to add a
manufacturer. If you click New:
a. In the New Manufacturer dialog box, enter a company.
b. In the Status field, select Enabled.
c. Click Save.
9. In the Product Category Update dialog box, select Enabled for the status.
Tip
You can set the status to Proposed to temporarily prevent the category from being selected from an
application.
10. In the Origin field, accept the default value of Custom. Third Party is used for products imported from an external
source.
11. Select whether this definition is to be available across all applications in the BMC Remedy ITSM Suite.
12. Click Save. You can use the search fields in the Product Categorization Search Criteria area at the top of the
Product Catalog Setup form to view the added product.
13. To define the company and module relationships, complete the steps in the next section, Relating a company or
application to an operational category.
14. Click Close.
Creating operational categories (optional)

Operational categories list all the operational services that a typical help desk provides, such as adding a user account
and changing a server password.
Operational categories can also contain items that represent symptoms of incidents or problems, such as application
failure and network failure. You can create operational categories of services for use in various BMC Remedy ITSM forms.
Each operational category must be unique. You might find it helpful to view existing categories before creating new
categories. For more information about viewing categories, see Viewing and modifying standard configuration data.

To create operational categories
2. Click the Create link next to Operational Category. The Operational Catalog dialog box appears.
3. Select or enter the operational categorization tiers. After you create an operational category with a particular tier
1 and tier 2, you can select those tiers when creating additional operational categories. For example, if you create
an operational category for Add > User > Account, you might first enter all three categories, but when you create
an operational category for Add > User > Web Page, you can select both Add and User.
4. Select Enabled for the status.
You can set the status to Proposed to temporarily prevent the category from being
selected from an application.
5. Select whether the category is available for the company that you are configuring, or whether it is available for all
companies.
6. Click Add. When you save the operational category, it is automatically related to the Global company. This makes
the operational category available on other forms, such as the Incident form, for all operating and customer
companies. The product category is also available to all BMC Remedy ITSM applications.
7. To add more operational categories, repeat steps 3 through 6.
8. When you are finished adding operational categories, click Close.
Configuring assignments (optional)

You can set up assignments to select a default support group for one of the review statuses, for assigning a knowledge
article to an article reviewer. Creating assignment routing enables you to automatically assign articles to support groups
and roles by using fields as search criteria against the Assignment Configuration form.
To create assignment routing (see page 98)
Creating group assignments (see page 99)
Creating a group assignment (see page 99)
Automatic assignment to individuals (see page 100)
To create assignment routing
1. On the Standard Configuration tab of the Application Administration Console, select the company.
2. Click the Create link next to Assignment.
3. In the Event field of the Assignment form, select the type of assignment entry.
For BMC Knowledge Management, the following assignment entries are applicable:
Knowledge Optional Review 1

3.
Knowledge Optional Review 2
Knowledge SME Review
4. In the Description field, enter a description for the assignment.
5. From the Assigned Group list, select the support group to assign.
6. In the Routing Order area, specify when this assignment entry should be used for the automated assignment.
Company — Select the location of the article. If this routing applies to all companies, select Global.
Operational Categorization — You can route assignments by operational services.
Product Categorization — You can route assignments by product categorization.
7. Click Add .
Creating group assignments

The first step in creating assignment information is configuring a group assignment. You can then use predefined
assignment information for automatic assignment to an individual in the assigned group using the Assignment Engine, if
needed. Advanced administrators can also define custom individual assignment information for the Assignment Engine.
From the Configure Assignment form, you can also modify or delete assignment information.
Creating a group assignment
2. From the Application Settings list, choose Foundation > Configure Assignment > Configure Assignment, and click
Open .
3. To change the Configure Assignment form to New mode, click the New Request button on the form in a browser.
4. In the Event field, select the type of assignment entry (for example, Knowledge SME Review).
For more information, see Automatic assignment to individuals.
5. In the Assignment area, select the support company, support organization, and assigned group to use for
assignment.
6. In the Available Systems area, select Knowledge Management.

You can select different support groups for assignment, even if the mapping selections are the same.
7. In the Routing Orderarea, further specify when this assignment entry should be used for the automated
assignment. (This is an advanced feature.)
Note
The Contact Company and Company fields are required.

The Assignment entry can be mapped using the following data structures:
Organization
Location
Operational Categorization
Product Categorization
When BMC Knowledge Management uses the routing order, which is a feature of many of the main
ticketing forms, it uses information from the form that it is on to find an assignment entry, and in turn,
the support group for assignment.
8. Click Save.
9. Create the group assignment for Knowledge SME Review.
10. Create the group assignments for your company.

By default, assignment configuration records were installed out-of-the-box for your use as templates. You can
copy these records for your own company.
Automatic assignment to individuals

After you have configured BMC Knowledge Management group assignments, the round robin method of assigning
articles to individuals is activated. By default, BMC Knowledge Management uses the round robin method in the
Assignment Engine to assign service requests and work orders to the person who has gone the longest since receiving an
assignment.
To remove a person from individual auto-assignment, set the Assignment Availability field on the People record to No.
For more information, see Creating assignments.
Advanced administrators can also define custom individual assignment information for articles with the Assignment
Engine. For more information about configuring the Assignment Engine for assignment to individuals, see Assigning
requests with the Assignment Engine.
Configuring visibility groups

BMC Knowledge Management uses visibility groups to restrict access to knowledge base content. To configure visibility
groups, you create a group and map it to an underlying AR group.
You can create visibility groups for a specific company or for the Global company:
When you create a visibility group for a specific company, only users who belong to both the underlying AR
group and the company can view articles that are assigned to that visibility group.
When you create a visibility group for the Global company, the articles assigned to that group are available for all
users in the underlying AR group regardless of their company.
You can create many visibility groups for one company. When assigning visibility groups to articles, you can set complex
permissions by assigning several visibility groups from the same company or from different companies.
For more information about assigning visibility groups to articles, see Managing knowledge article visibility (see page 203)
.

Note
The current version of BMC Knowledge Management supports visibility groups that were created in BMC
Remedy Knowledge Management 7.5. When you import version 7.5 knowledge articles, assigned visibility
groups are also imported.
To configure visibility groups
1. From the Knowledge console, select Functions > Manage Knowledge Visibility. The Visibility Group Info - Mapping
to AR Group form opens in Search mode.
2. To search for visibility groups, enter search values and click Search.
If your server is configured to allow unqualified searches, you can leave all fields blank to get all the visibility
groups defined on the server. If not, a message appears prompting you to enter a search value in at least one
field.
Note
When you display a group in Search mode, you can modify only the AR group field.
3. To create a new group, click New Request, and enter values for the following fields:
Company – Select the company to which the visibility group applies.
Group Name – Enter a name for the visibility group.
Long Group Name – Select the AR group that you want to associate with the visibility group.
AR Group ID and AR Group Name are read-only fields that display the ID and the full name of the selected
AR group.
Note
When you create a support group, an underlying AR Group is automatically created. To map a
support group with a visibility group, select the corresponding AR Group Name.
Status – Select Active to enable the group.
4. Click Save.
Defining the application administrator

The application is installed with a default application administrator (appadmin). Before you proceed to set up application
settings, use appadmin to log on to the application for the first time and proceed to define yourself as the Knowledge
Admin user.

The following procedure describes the minimum number of entries that you need to define and enable the application
administrator to set up the application. You should add support staff information to the application administrator entry,
as described in Creating support staff members (see page 89).
To define a BMC Knowledge Management administrator
1. Log into the BMC Remedy AR System server as the appadmin user.
2. On the Standard Configuration tab of the Application Administration Console, select the company for which to
define the application administrator.
3. Click the Create link next to People .
Note
Always configure people by opening the People form from the Application Administration Console.
Information that you add or modify on the People form is automatically updated to the BMC Remedy
AR System User form, but information updated on the User form is not updated to the People form.
4. In the People form, enter information in the required fields.
5. Enter the administrator's email address.

The default notification method is email.
6. For the application administrator (and all support staff), select Yes in the Support Staff field.
The Support Groups tab appears. For the application administrator and all support staff, you must complete the
Login/Access Details tab and the Support Groups tab.
7. Give the person the appropriate administrator permissions.
a. On the Login/Access Details tab, enter the Login ID and the Password .
b. Click Update Permission Groups.
c. In the Permission Group field on the Permission Group dialog box, select a permission group to add (the
setting for you is Knowledge > Knowledge Admin, and click Add/Modify.
For more information about permissions, see Roles and privileges (see page 75).
d. If required, select a license type of Fixed or Floating.
e. Click Add/Modify for each permission group.
f. When you finish adding permission groups, click Close.
8. If you use the Company field to restrict access to specific companies, complete the following steps to give the
application administrator access to data in the applications by assigning the administrator to specific companies.
Otherwise, select Yes in the Unrestricted Access field (the default) on the Login/Access Details tab of the People
form.

8.
Note
Unrestricted users are able to access all knowledge articles, regardless of visibility group assignment.
To select a specific company:
a. Click Update Access Restrictions.
b. In the Access Restriction field of the Access Restrictions dialog box, select a company for which to add
access to the person.
c. Click Add/Modify, and then Close.
9. Follow these steps to relate the person to at least one support group:
a. Click the Support Groups tab.
b. Click Update Support Groups and Roles.
c. In the Add Support Group Relationship area of the Update Support Group Memberships and Roles form,
select the Company, Support Organization, Support Group, and Relationship Role.
Note
The relationship roles are Member and Associate Member. These values are informational only.
Member means that the person belongs to the support group. Associate Member means that
the person has access to modify requests assigned to that support group.
d. Click Add.
A support person can belong to more than one support group. To select the primary support group,
select the support group, and click Set to Default.
To change the relationship role, click Make Associate Member or Make Member.
10. Click the Functional Role Update tab.

You can use this tab to assign functional roles to people in support groups. Functional roles extend access
granted by permissions groups, but only for specific support groups that are used in the application. For example,
someone might be a member of two support groups, but is a Knowledge Management Approver for only one.
11. To add a functional role, complete the following steps:
a. Select the Company, Support Organization, and Support Group Name.

Selections in lists for the Company, Support Organization, and Support Group Name fields on this tab
appear only if support groups have been related to the person on the Support Group Update tab.
b. Select a functional role (Knowledge Management > Knowledge Management Approver) and click Add.
12. Click Close, and click Add in the People form.

13. Confirm the password.
Running a post-installation health check

After installation of BMC Remedy IT Service Management preconfigured stack is complete, you can also run the post-
installation checks through the BMC Remedy AR System Maintenance Tool using the Health Check tab.
Using this tab, you can run the post-installation checks on the components selected during the installation any number
of times after the installation is complete.
For more information, see Running a Health Check.
Migrating user permissions from the 7.2 and 7.5 releases

You can use the user permission migration utility to migrate user permissions from the BMC Knowledge Management
versions 7.2 and 7.5 format to the version 8.0 and later format.
Note
The user permission migration utility is provided for users who choose not to migrate permissions
automatically, while upgrading BMC Knowledge Management.
User permission mappings are defined in the permission.properties file in the following directory:
On Windows: Installation directory\Shared_Components\rkmutility
On UNIX: Installation directory/Shared_Components/rkmutility
For example, the following line maps the KMSSysAdmin permission in BMC Knowledge Management versions 7.2 and 7.5
to the Knowledge Config permission that is available in later versions of the product.
KMSAC-KMSSysAdmin=Knowledge Config
You can also edit the permission.properties file to customize the permission mapping. By default the following mappings
are used:
User permission available User permission available

in versions 7.2 and 7.5 in later versions
KMSSysAdmin Knowledge Config
KMSAdmin Knowledge Admin
KMSSME Knowledge User
KMSUser Knowledge User
For more information about the currently available user permissions, see User permissions (see page 63).
To run the user permission migration utility
1. Launch the Command prompt, and navigate to the following directory.

1.
On Windows: Installation directory\Shared_Components\rkmutility
On UNIX: Installation directory/Shared_Components/rkmutility
2. Enter the following command:
On Windows:
run.bat -u user -p password -a authString -x server -t tcpPort -L locale
On UNIX:
run.sh -u user -p password -a authString -x server -t tcpPort -L locale
The parameters used in the command are defined as follows:
user — is the BMC Remedy AR System Administrator user name.
password — is the BMC Remedy AR System Administrator account password.
authString — is the Authentication String that you configured for your user on the BMC Remedy
AR System Server. For more information about Authentication Strings, see Authentication String
Alias introduction.
tcpPort — is optional, if you did not specify a TCP port during while installing the BMC Remedy
AR System Server.
Do not use double quotes (") while specifying values. You can omit any parameter that
has a blank value.
The permission.log file is created in the same folder as the utility after the migration is complete.
Converting XML-based articles from the 7.2 and 7.5 releases

As of the 7.6.03 release of BMC Knowledge Management, knowledge articles are based on BMC Remedy AR System
forms. Knowledge articles that were created in BMC Knowledge Management 7.2 and 7.5 releases are based on XML
templates and must be converted to the BMC Remedy AR System format to operate properly.
The Article Conversion Tool provides an automatic conversion of the XML-based articles and associations to AR forms.
Typically, you run the Article Conversion Tool after upgrading to BMC Knowledge Management 7.6.03 or later.
Note
The Article Conversion Tool does not migrate article relevancy. Relevancy information is reset for all articles
after running the conversion.
Updating the migrator.properties file (see page 106)
Remote access conversion (see page 107)
Viewing conversion details (see page 108)

Converting articles for default or modified templates (see page 109)
Converting articles for new templates (see page 111)
Resuming failed conversions of version 7.2 and 7.5 articles (see page 113)
Updating the migrator.properties file

The migrator.properties file is installed with BMC Knowledge Management, and is located in the InstallationHome
/BMCRemedyITSMSuite/Shared_Component/plugins directory. This file contains various parameters that are used to
configure conversions of version 7.2 and 7.5 articles.
Migrator.properties file parameters (see page 106)
Mapping article statuses in version 7.2 and 7.5 (see page 107)
Migrator.properties file parameters

The following table lists the parameters that you can configure in the migrator.properties file.
Parameter name Description
rkm.db.type Specifies the type of database server that you are using.
Possible values are:
0 = MySQL Server
1 = MSSQL Server
2 = Sybase Database Server
3 = Oracle Database Server
rkm.db.url Specifies the connection URL for the specified database server.
MySQL — jdbc:msql://ServerName:PortNumber
MSSQL — jdbc:sqlserver://ServerName:PortNumber
Sybase — jdbc:sybase:tds:ServerName:PortNumber
Oracle — jdbc:oracle:thin:@ServerName:PortNumber
Note: Do not specify the DB/schema name for version 7.2 or 7.5.
rkm.db.schema Specifies the database schema or instance name for version 7.2 or 7.5.
Note: For Oracle Database Server, provide the schema ID (SID) instead of the schema or instance name.
rkm.db.user Specifies the database administrator user name.
Note: You can clear this value after completing the conversion.
rkm.db.password Specifies the password for the database administrator's account.
Note: You can clear this value after completing the conversion.
rkm.resume.conversion Specifies whether you are resuming a conversion or starting a new conversion job.
true = You are resuming a conversion job.

Parameter name Description
false = You are starting a new conversion job.
Note: The default value of the parameter is false.
rkm.resume. Specifies the name and location of the backup file in which the article IDs of the processed articles will be stored. This is used if
ArticleMigrationBackUpFile you are resuming a conversion job.
Recommendation: BMC recommends that you select a location that does not specifically require you to grant write access.
rkm.backUp.chunk Specifies the batch size for backing up the article IDs of the knowledge articles that have been processed.
rkm.article.conversion. Specifies the number of knowledge articles that will be parsed simultaneously.
threads
rkm.default.assignedUser Specifies the fallback value to be used if no Assignee is specified in the original knowledge article.
Provide the value in the following format:
fullName (userName)
rkm.default.supportGroup Specifies the fallback value to be used if no Assignee Support Group is specified in the original knowledge article.
rkm.default.author Specifies the fallback value to be used if no Author is specified in the original knowledge article.
Provide the value in the following format:
fullName (userName)
Mapping article statuses in version 7.2 and 7.5

You can use the migrator.properties file to mapping knowledge article statuses in version 7.2 and 7.5 to statuses that are
used in newer versions of BMC Knowledge Management. Refer to the following examples that show how the default
statuses are mapped:
Work\ In\ Progress=Work In Progress
Draft=Draft
Spelling=Optional Review 1
SME\ Review=SME Review
Final\ Review=Optional Review 2
KMSPublish=Published
KMS_Retired=Retired
Note
In the examples, the combination of a backslash ( \ ) followed by a space indicates the presence of spaces in
the names of statuses in version 7.2 and 7.5.
Remote access conversion

If a BMC Remedy Knowledge Management 7.2 or 7.5 installation resides on a different machine than the BMC Remedy AR
System installation (where the Article Conversion tool is installed), perform one of the following options before
converting the articles:
Copy the content of the InstallationDirectory\data folder to the BMC Remedy AR System machine.
Make sure that the data folder contains two subfolders and their content: kms_data and kms_conf.

Access the files remotely over the network.

You can convert articles in the following system combinations:
Article Conversion Articles to Comments
Tool Convert
Windows UNIX You can install a software that allows file and print services to SMB/CIFS clients, such as Samba service, on
the UNIX system.
Windows Windows
UNIX UNIX
Note
The conversion is not supported for a combination where the conversion tool resides on a UNIX
system and the articles to convert reside on a Windows system. BMC recommends that you copy the
articles folders to any UNIX machine in the same network.
Make sure that the BMC Remedy AR System server has been started with a special domain user, to enable access
to the files. This user must have read permissions for the file system folder that contains the knowledge articles.
To start the AR System service with a special domain user
1. Stop the BMC Remedy AR System service.
2. Right click on the service and select Properties.
3. Open the Log On tab.
4. Select This Account and enter the name of the special domain user with the permissions for the remote
directories and sub-directories.
5. Enter and confirm the user password.
6. Click OK.
7. Start the BMC Remedy AR System service.
Viewing conversion details
1. Select Functions > Article Conversion Tool to open the Article Conversion window.
Each row in the Article Conversions table is a previous conversion. To refresh the table, click the icon. The
following information is available for each conversion:
Start — Displays the conversion start time.
End — Displays the conversion end time.
Status — Displays the conversion status:
In Progress — the conversion is still running.

Ended — the conversion has completed. Events or errors may have occurred. Double-click the row to
view more details.
Failed — the conversion did not complete. For more information, see, Troubleshooting failed conversions
(see page 271)
Summary — Displays summary details of the conversion.
2. Click the View icon or double-click a row to view detailed events information for a conversion.
The Article Conversion Details dialog box displays the conversion details and a list of events that occurred during
this conversion.
3. Double-click an event to view a complete description of the event. You can click Delete All to delete all the events
for this conversion.
Converting articles for default or modified templates

Perform this procedure if you want to convert articles that are based on default or modified (modified fields) templates
provided with the 7.2 and 7.5 releases.
Before you begin
Review the parameters in the migrator.properties file before performing this procedure. Update the
file as needed. For more information, see Updating the migrator.properties file (see page 106).
BMC recommends that you disable notifications during the conversion process to avoid generating
unwanted alerts.
1. In the Knowledge Management Console, choose Functions > Article Conversion Tool and click the New
Conversion icon.
2. In the Conversion Type field of the General tab, select the Upgrade option.
3. Enter the following information in the General tab.
Full path—Specify a full path to the data folder that contains the articles you want to convert. The path
can be:
A full path to a folder on the local file system such as C:\data.
A UNC (Uniform Naming Convention) for remote access in the following format:
\\ComputerName\SharedFolder\Resource.\
A full path to a shared folder on the network.
Note
Make sure that the data\kms_data folder contains four subfolders: templates, draft,
publish, and attachments.

Owner Group — Select a user group from the list to specify the group.
Owner — Select the articles owner from the list.
Convert Only Visibility Groups--Select this option if you want to convert only visibility groups information.
This option is useful when you already converted old articles without visibility groups information and
now you want to convert the visibility group information without converting all the articles again.
4. Click Organization and Categorization and select a company from the list.
Select one of the following conversions mode:
Use Template Fields — The conversion tool copies organization and categorization values from the XML
template into the AR form.
Use Fixed Values — You enter organization and categorization values in the fields below and the
conversion tool automatically enters these values for all the converted articles.
Enter values for Product Categorization, Operational Categorization, Business Service, Organization, and
Location fields.
5. (Modified templates only ) Click the Mappingtab.
a. In the XML Template Name list, select the template that you have modified.
b. In the AR Form Name list, select the BMC Remedy AR System form to which the selected XML template is
converted.
c. Select a modified field from the XML Field list and review the matching BMC Remedy AR System field in
the AR Field list.
d. If required, change the mapping for the modified XML field and click Add Field.
e. After you complete mapping all the modified fields, click Save.
6. Click the Run tab and select one or more XML templates for conversion.
7. Click Run to start the conversion.

The conversion may take a while, depending on the number of articles that exist in the folder you specified.
The tool does not provide progress indication of the conversion. You can retrieve progress information from the
arjavaplugin.log file (InstallationHome\ARSystem\Arserver\Db folder). The following text indicates that the
conversion has completed.
*******************************************
*** Knowledge Article Conversion REPORT ***
*******************************************
There are types of Articles that were
selected to transfer:
There were 50 found for Migration
Migrated successfully: 50
Failed: 0
###############END REPORT##################

Note
To ensure that the results of the conversion job are saved to the arjavaplugin.log file, verify that the
log level parameter in the log4j_pluginsvr.xml file is set to info, as follows:
<logger additivity="true" name="com.bmc.itsm.rkm">

<level value="info"/>
</logger>
If you manually update the log level parameter value value to info, you must restart the BMC
Remedy AR System Server for the change to take effect.
Converting articles for new templates
Before you begin
Review the parameters in the migrator.properties file before performing this procedure. Update the
file as needed. For more information, see Updating the migrator.properties file (see page 106).
BMC recommends that you disable notifications during the conversion process to avoid generating
unwanted alerts.
Perform this procedure if you want to convert articles that are based on new templates created for the 7.2 and 7.5
releases.
Note
Conversion of new templates is supported only if the XML schema of the new template is identical to the XML
schema of the 7.2 or 7.5 release.
To convert articles and associations
Conversion icon.
2. In the Conversion Type field of the General tab, select the Upgrade option.
3. Enter the following information in the General tab:
Full path—Specify a full path to the data folder that contains the articles you want to convert. The path
can be:
A full path to a folder on the local file system such as C:\data.
A UNC (Uniform Naming Convention) for remote access in the following format:
\\ComputerName\SharedFolder\Resource.\
A full path to a shared folder on the network.

Note
Make sure that the data\kms_data folder contains four subfolders: templates, draft,
publish, and attachments.
Owner Group — Select a user group from the list to specify the group.
Owner — Select the articles owner from the list.
Convert Only Visibility Groups--Select this option if you want to convert only visibility groups information.
This option is useful when you already converted old articles without visibility groups information and
now you want to convert the visibility group information without converting all the articles again.
4. Click Organization and Categorization and select a company from the list.
Select one of the following conversions mode:
Use Template Fields — The conversion tool copies organization and categorization values from the XML
template into the AR form.
Use Fixed Values — You enter organization and categorization values in the fields below and the
conversion tool automatically enters these values for all the converted articles.
Enter values for Product Categorization, Operational Categorization, Business Service, Organization, and
Location fields.
5. Click the Mapping tab to match fields in an XML template to fields in the appropriate AR form.
a. In the XML Template Name list, select a template for mapping.
b. In the AR Form Name list, select an BMC Remedy AR System form to which the selected XML template is
converted.
c. Select a field from the AR Field list.
d. Select a matching field from the XML Field list.
e. Click Add Field.

The matched fields are added to the Mapping box.
f. Repeat steps c to e to map all the fields in the template.
g. After you complete mapping all the fields, click Save .
6. (optional ) Repeat step 3 for all of the XML templates that you want to convert.
7. Click the Run tab and select one or more XML templates for conversion.
8.
8. Click Run to start the conversion.

The tool does not provide progress indication of the conversion. you can retrieve progress information from the
arjavaplugin.log file that is located in the InstallationHome\ARSystem\Arserver\Db folder.
The following text indicates that the conversion has completed.
*******************************************
** Knowledge Article Conversion REPORT **
*******************************************
Failed: 0
###############END REPORT##################
Note
To ensure that the results of the conversion job are saved to the arjavaplugin.log file, verify that the
log level parameter in the log4j_pluginsvr.xml file is set to info, as follows:

</logger>
If you manually update the log level parameter value value to info, you must restart the BMC
Remedy AR System Server for the change to take effect.
Resuming failed conversions of version 7.2 and 7.5 articles

While converting knowledge articles from version 7.2 or 7.5 of BMC Knowledge Management, errors might occur and
prevent the process from completing. You can resume the conversion where it stopped.
Note
This functionality is not available for converting knowledge articles from third party sources.
To resume a failed conversion from version 7.2 or 7.5
1. Close any error messages and return to the General tab of the Article Conversion Tool.
2. Depending on your conversion needs, redo the steps that are described in either of the following topics:
Converting articles for default or modified templates in Service Pack 1
Converting articles for new templates (see page 111)
Note

Update the values of the rkm.resume.conversion and rkm.resume.ArticleMigrationBackUpFile

parameters in the migrator.properties file before you run the conversion job again.
For more information, see Updating the migrator.properties file (see page 106).
When you click Run, the Article Conversion Utility identifies and skips the knowledge articles that were converted during
the previous attempt, and resumes the conversion job from the point at which it was terminated.
Converting articles from external file formats

Perform this procedure to convert knowledge articles from third-party applications to AR forms that can be used by
BMC Knowledge Management. The Article Conversion Tool supports the custom XML and HTML formats.
The following video provides information about converting third-party knowledge articles in BMC Knowledge
Management.
Notes
Though the video provides information about converting third party knowledge articles in BMC
Knowledge Management 8.1.01, the same information is applicable in this version.
Although the CSV option is available on the UI, the Article Conversion Tool does not support the
conversion of articles from CSV format.
Before you begin

You must prepare a configuration file that will be used to manage the conversion task. For more information, see
Creating a configuration file for conversions (see page 115).
To convert knowledge articles from external file formats
Conversion icon.
2. In the Conversion Type field of the General tab, select the External File Format option.
3. In the Article Format field, select the type of source file that your knowledge articles use. The following options
are available:
Custom XML
HTML
Note

You can convert multiple articles at a time however, the Conversion Utility tool supports converting
one article per Custom XML file. If there are multiple articles in a single Custom XML file, you must first
split each article into a single Custom XML file, and then proceed with the conversion.
4. In the Path to Config File field, enter the absolute path to the config.properties file that you created earlier.
For more information, see Creating a configuration file for conversions (see page 115).
5. In the Full Path field, enter the absolute path to the source files of the knowledge articles that you want to
convert.
6. Go to the Run tab, and click Run to start the conversion.
The Article Conversion Tool does indicate the progress of the conversion. You can retrieve progress information from
the arjavaplugin.log file that is located in the located in the Installation Directory\ARSystem\Arserver\Db directory.
The following text indicates that the conversion is complete:
*******************************************
** Knowledge Article Conversion REPORT **
*******************************************
Failed: 0
###############END REPORT##################
Note
To ensure that the results of the conversion job are saved to the arjavaplugin.log file, verify that the log level
parameter in the log4j_pluginsvr.xml file is set to info, as follows:

</logger>
If you manually update the log level parameter value value to info, you must restart the BMC Remedy AR
System Server for the change to take effect.
Creating a configuration file for conversions

If you need to convert knowledge articles from a third-party application to a format that can be used by BMC Knowledge
Management, you can create a configuration file. For more information, see Converting articles from external file formats
(see page 114) .
Using a text editor, such as Notepad, create a config.properties file. Depending upon your requirements, you can provide
parameters to configure the Article Conversion Tool. This topic describes the various parameters that you can use:

Terms used in this topic (see page 116)
Custom XML tag attributes (see page 116)
HTML tag addresses (see page 117)
Login and common parameters (see page 117)
Metadata parameters (see page 118)
Source parameters (see page 120)
Sample configuration files (see page 121)
Terms used in this topic

This topic uses the following terms to explain the format of parameter values that you must use in the config.properties
file:
dataLocation—Location of the required information in the original knowledge articles. The location can be
mapped to specific fields in BMC Knowledge Management. Depending on the file format, its value can change:
Custom XML files—Specify the name of the custom XML tag that contains the required information.
Alternatively, you a tag attribute might contain the required data.
For more information, see Custom XML tag attributes (see page 116).
HTML files—Specify the tag address within the HTML file that contains the required information
For more information, see HTML tag addresses (see page 117).
(fixedValue)—Fixed text value. If the parameter value format includes both the data location and the fixed text
value, then the fixed text value is used only if the specified dataLocation does not exist in a particular source
knowledge article, or if it does not contain a value.
Note
Fixed text values must be enclosed in parentheses, as shown in the Value format column of the tables
in this topic.
Custom XML tag attributes

For Custom XML files, you can set parameter values to tag attributes. The following rules apply when you define tag
attributes in the configuration file:
Enclose the attributes in square brackets.
Add the attributes after the tag name.
Specify the values of the attributes using the equal ( =) sign
Separate the attributes with semicolons ( ; ).
Example

CTI.category = (tier one),category[id=Tier1;type=operation]
In this example,
tier one is the fixed value.
category is the name of the Custom XML tag that contains the information.
id and type are the names of the Custom XML tag attributes.
Tier 1 and operation are the values of the respective tag attributes.
Note
You can convert multiple articles at a time however, the Conversion Utility tool supports converting one
article per Custom XML file. If there are multiple articles in a single Custom XML file, you must first split each
article into a single Custom XML file, and then proceed with the conversion.
HTML tag addresses

The tag address refers to the exact location of a tag in an HTML file.
Example
Title=/HTML/BODY/P[2]/,/HTML/HEAD/TITLE
In this example, the topic title is located in the second paragraph (second tag), which is enclosed within
the <BODY> tag, which is enclosed within the <HTML> tag in the HTML source file.
An alternative tag address is provided after a comma, wherein the topic title is located within the <TITLE> tag,
which is enclosed within the <HEAD> tag, which is enclosed within the <HTML> tag in the HTML source file.
Login and common parameters

The parameters in the following table are used to provide basic information about the knowledge articles source files.
Parameter Description Value format Mandatory
ARUser User name for the BMC Remedy AR System Server administrator.
ARPassword Password for the ARUser.
inputPath Location of the article to be converted.
imageIdentifier Prefix that is used in the original knowledge articles to identify image file paths. The prefix be imageIdentifier/
followed by a forward slash ( / ).
When the Article Conversion Tool encounters an image identifier it uses the information that
follows the forward slash to scan the directory for the referenced file.
imagesPath Location of the image files that are used by the original knowledge articles.

attachmentsPath Location of the attachments in the original knowledge articles
attachmentIdentifier Prefix that is used in the original knowledge articles to identify attachment file paths. The prefix attachmentIdentifier/
must be followed by a forward slash ( / ).
When the Article Conversion Tool encounters an attachment identifier it uses the information
that follows the forward slash to scan the directory for the referenced file.
ARServer Host name of the BMC Remedy AR System Server.
webServer Host name of the BMC Remedy Mid Tier.
webPort Port number used to communicate with the BMC Remedy Mid Tier.
apiPort Port number used by APIs to communicate with the BMC Remedy AR System Server.
httpProtocol Indicates whether the hyperlinks in the original knowledge articles use HTTP or the HTTPS.
KBurlIdentifier Prefix that is used in the original knowledge articles to identify hyperlinks to other knowledge KBurlIdentifier/
articles. The prefix be followed by a forward slash ( / ).
When the Article Conversion Tool encounters a knowledge article URL identifier it uses the
information that follows the forward slash to scan the directory for the referenced knowledge
article source file.
Metadata parameters
Identify this section of the configuration file by adding the [metadata] tag. These parameters predefine metadata field
values that will be mapped to the converted knowledge articles.
The following table lists the metadata parameters that you can add to the configuration file.
ownerGroup Name of the support group to which the knowledge article's owner belongs. The group (fixedValue),dataLocation
must already be registered in the BMC Remedy AR System database.
ownerGroupId Group ID of the support group to which the knowledge article's owner belongs. (fixedValue),dataLocation
owner Full name of the BMC Remedy AR System user who owns the knowledge article; can be (fixedValue),dataLocation
the author or another user.
Specify First Name and Last Name, separated by a space. For example, Allen Allbrook.
ownerId Login name of the BMC Remedy AR System user who owns the knowledge article; can (fixedValue),dataLocation
be the author or another user.
For example, Allen.
KMS_author Full name of the BMC Remedy AR System user who created the knowledge articles. (fixedValue),dataLocation
Specify First Name and Last Name, separated by a space. For example, Bob Baxter.
authorId Login name of the BMC Remedy AR System user who created the knowledge article. (fixedValue),dataLocation
For example, Bob.
KMS_assigned Login name of the BMC Remedy AR System user to whom the knowledge article is (fixedValue),dataLocation
currently assigned.
For example, Bob.
KMS_prevAssigned (fixedValue),dataLocation

Login name of the BMC Remedy AR System user to whom the knowledge article was
previously assigned.
For example, Mary.
KMS_companies Name of the company for which the original knowledge article was created. The (fixedValue),dataLocation
company must already be registered in the BMC Remedy AR System database.
KMS_title Title of the knowledge article. dataLocation
attachments Comma-separated list of attachment file names. dataLocation
CTI2.sub1 Name of the product to which the knowledge article is relevant. dataLocation
CTI2.sub2 Name of the manufacturer of the product to which the knowledge article is relevant. dataLocation
CTI2.sub3 Model or version of the product to which the knowledge article is relevant. dataLocation
CTI3.category Name of the Business Service (CI) that is relevant to the knowledge article. The CI must dataLocation
already exist in the BMC Atrium CMDB.
CTI.category Operational categorization Tier 1. For more information, see Categorization. (fixedValue),dataLocation
CTI.type Operational categorization Tier 2. (fixedValue),dataLocation
CTI.item Operational categorization Tier 3. (fixedValue),dataLocation
CTI2.category Product categorization Tier 1. (fixedValue),dataLocation
CTI2.type Product categorization Tier 2. (fixedValue),dataLocation
CTI2.item Product categorization Tier 3. (fixedValue),dataLocation
CTI4.category Geographic region of the site of the company to which the knowledge article is (fixedValue),dataLocation
relevant. This region could be a continent or a country.
CTI4.type Further narrows down the location of the site, by indicating a smaller area in which a (fixedValue),dataLocation
group of sites is located. This location could be a state or a city.
CTI4.item Pinpoints a single site to which the knowledge article is relevant. This site could be a (fixedValue),dataLocation
city or an office building.
KMS_visibility_groups Names of the visibility groups to whom the knowledge articles will be visible, sorted by Refer to the Description
company. For more information, see Managing knowledge article visibility. column for this parameter
Enter values for this parameter in the following format:
Company1~!~Group1~!~Group1|Company2~!~Group1~!
~Group2|Company3...
The following variables are used in the parameter:
Company–The company that owns the visibility groups that follow it.
Group–The name of each visibility group that belongs to a particular company.
The characters ~!~ represent the separators between the name of the company
and each of the visibility groups that belong to it.
The vertical bar ( |) represents the start of a different company's data
KMS_creationDate Date on which the knowledge article was created. (fixedValue),dataLocation
KMS_lastModifiedDate Most recent date on which the knowledge article was modified. (fixedValue),dataLocation

KMS_reviewDate Date on which the knowledge article is scheduled for review. (fixedValue)
KMS_documentId Document ID of the knowledge article. dataLocation
KMS_keyWords Search keywords that users can enter to locate the knowledge article. dataLocation
KMS_status Current status of the knowledge article in its lifecycle. (fixedValue),dataLocation
KMS_prevStatus Previous status of the knowledge article. (fixedValue)
language Language in which the knowledge article is written. (fixedValue),dataLocation
KMS_kblinks_prefix Prefix used in hyperlinks to other knowledge articles. This prefix includes the KMS_kblinks_prefix
KBurlIdentifier value.
KMS_kblinks_suffix Suffix used in hyperlinks to other knowledge articles. This suffix can be used to specify KMS_kblinks_suffix
URL attributes.
Source parameters
Identify this section of the configuration file by adding the [src] tag. These parameters are used to map knowledge
article content fields in the original articles to fields on the desired knowledge article template in BMC Knowledge
Management.
formName The knowledge article template that you want the converted knowledge articles to use; AR form name,
the following options are available: including the
prefix
HowToTemplate
ProblemsSolutionTemplate
ReferenceTemplate
KnownErrorTemplate
How to template parameters
RKMTemplateQuestion Maps the Question field in BMC Knowledge Management, where you can capture the dataLocation
details of the question that is being addressed by the knowledge article.
RKMTemplateAnswer Maps the Answer field in BMC Knowledge Management, where you can capture the dataLocation
solution details of the question that is being addressed by the knowledge article.
RKMTemplateTechnicianNotes Maps the Technical Notes field in BMC Knowledge Management, where you can capture (fixedValue),
miscellaneous technical information that is relevant to the knowledge article. dataLocation
Problem Solution template parameters
RKMTemplateProblem Maps the Problem field in BMC Knowledge Management, where you can describe the dataLocation
problem or question that the knowledge article addresses.
RKMTemplateSolution Maps the Solution field in BMC Knowledge Management, where you can describe the dataLocation
answer to the problem or question that the knowledge article addresses.
Reference template parameters
Reference Maps the Reference field in BMC Knowledge Management, where you can capture the dataLocation
reference information that is relevant to the knowledge article.

Known Error template parameters
RKMTemplateError Maps the Error field in BMC Knowledge Management, where you can capture details of dataLocation
the error relevant to the knowledge article.
RKMTemplateRootCause Maps the Root Cause field in BMC Knowledge Management, where you can capture dataLocation
details of the root cause of the error that is relevant to the knowledge article.
RKMTemplateFix Maps the Workaround/Fix field in BMC Knowledge Management, where you can capture dataLocation
details of the fix for the error that is relevant to the knowledge article.
Sample configuration files

You can refer to the attached samples while creating your own configuration file.
Sample configuration file with example for Custom XML knowledge articles
Sample configuration file with example for HTML knowledge articles
Managing knowledge sources

This section describes how to add, modify, and perform ad hoc re-indexing of knowledge sources. These tasks are
performed by the application administrator (Knowledge Admin role).
About managing knowledge sources (see page 122)
Accessing knowledge source management (see page 122)
About the Registration Wizard (see page 122)
Recommendations for registering knowledge sources (see page 122)
Registering searchable items (see page 125)
Registering knowledge base items (see page 126)
Running the Registration Wizard (see page 131)
Using Registration Wizard parameters (see page 132)
Registering new knowledge sources (see page 135)
Setting the registration plugin timeout period (see page 136)
Toggling knowledge source availability (see page 136)
Modifying knowledge sources (see page 137)
Deleting knowledge sources (see page 137)
Viewing registration and indexing statuses (see page 138)
Indexing on demand (see page 138)
Viewing the log file (see page 139)

Managing knowledge article templates (see page 139)
About managing knowledge sources

Knowledge sources contain data that can be managed and searched from within BMC Knowledge Management after they
are registered. Only knowledge that is contained in registered knowledge sources is recognized and used by BMC
Registration enables Knowledge Admin users to add knowledge sources in addition to the following default knowledge
sources:
Decision Tree
How To
Known Error
Problem Solution
Reference
Accessing knowledge source management

Perform these steps to access the knowledge source management location.
1. In the IT Home page, click Knowledge Management > Knowledge Management Console.
2. Under Functions, click Manage Knowledge Sources.
About the Registration Wizard

The Registration Wizard enables you to register new knowledge sources and modify existing ones. When you add or
modify a source, the Registration Wizard opens and enables you to select the knowledge source type that you want to
register. Sources are used to filter indexed knowledge when searches are performed. For more information, see
Performing advanced searches (see page 234).
The following source types are available for selection during the registration process:
Searchable Item — Provides the option to register BMC Remedy AR System forms as knowledge sources that are
searchable only; no metadata or lifecycle is saved or managed.
Knowledge Base Item — Provides the option to register external files or BMC Remedy AR System forms.
Metadata is saved and managed. Lifecycle management is optional for BMC Remedy AR System Forms.
Recommendations for registering knowledge sources
BMC recommends the following practices for registering knowledge sources.
Recommendation Description
type
Source types BMC Knowledge Management provides the following types of sources:
Searchable Item — Can be only a BMC Remedy AR System form. Use this item when you need search functionality only.

type
Knowledge Base AR Form — Use this item when you need search functionality, keep metadata for the articles, and manage their
life cycle.
Additional features include visibility in the BMC Knowledge Management console, update request, and watch list. This source also
lets you keep track of articles versions.
Knowledge Base File System Path — Use this item when you have documents on a file system that you want to search for and
keep metadata.
Lifecycle Use lifecycle management when you want articles to go through an approval process. The approval process ensures that only articles in
Management Publish status can be found on searches.
Relevancy fields Relevancy fields are indexed automatically and are displayed in the article details tab as part of the article metadata. Relevancy fields cause
articles to appear higher in the search results if the searched words appeared in the relevancy fields.
Title and Displayed ID relevancy fields are shown as the header of each result in the search result list.
Title field — Because the Title field is shown as the title of each result in the search result list, map it to a field that represents or
summarizes the article content.
Keywords — Matching words in keywords relevancy field in searches, gets higher score than regular word matching. Map it to a
keyword field in your source form to make your searches more accurate.
Displayed ID — Use this relevancy field if you have a different ID that identifies your article other than the Request ID field. The
Displayed ID appears in the header of each result list search and you can enter the ID as a search term.
Source name BMC Knowledge Management uses source name in several places (Search and Create dialog boxes, Manage knowledge Sources console,
and in the Article Details tab).
Use a name that is meaningful and that represents the source correctly. Because the source name is used in filtering searches and for
creating new articles, it should give users a notion of what the source is about.
Source BMC recommends that you write a description to your sources when creating a new source. This lets you know what the source
description represents. The source description helps distinguish between sources with similar names.
The description is shown in the Create Article dialog box and helps users select the appropriate source when creating a new article.
Owner and Owner and owner group must be assigned to users with Knowledge User or Knowledge Admin roles, belong to the support organization,
owner group and be a member of at least one support group.
The owner is the assignee and owner of the entire source article. BMC recommends choosing an owner that has a Knowledge Admin role.
The Knowledge Admin role has broader privileges such as report generation, and managing sources via the Knowledge Management
Console.
Article language BMC recommends choosing the source language from the language selection field if you are working in a multi-lingual environment and
all of your source articles are in one language.
BMC recommends that you leave the language field blank if:
You are working in a single language environment and do not have to filter your searches by language.
You are working in a multilingual environment and your source articles are in more than one language. This ensures that when
filtering searches by language you get results in different languages.
Indexing interval The Indexing Interval field applies only to Knowledge Base sources and Searchable sources when their AR form is a Join, Vendor, or View
type. File System Path sources also have an indexing interval that is set in the configuration form.
The Indexing Interval field sets how often Full Text Search checks the knowledge source for changes, and then indexes them. This process
consumes resources from the server.
Several factors influence the resource consumption:
Interval Value — The smaller the value, the more resources are consumed.

type
The amount of registered sources that have an Indexing Interval, the more sources with indexing interval, the more resources are
consumed.
BMC recommends that you set the interval according to how often your search results data gets updated.
If your data is not changing frequently, set the interval to a longer time.
Note: (Version 9.0.01 or later) The out-of the-box value of Indexing Interval time for external documents, is changed from 2
minutes to 60 minutes. Any change made to an external document will be available only after 60 minutes. This change is not
applicable to any document which is created using the BMC Knowledge Management templates. Typically, external documents do
not change frequently, and longer interval time reduces the workload on the system.
If you import data when the interval is set to a longer time and you want it to be available immediately, you can rebuild the index
(available from the Manage Knowledge Sources console) without changing the indexing interval.
Note: If you choose to index table fields that point to other forms, the other forms are also checked for changes by Full Text
Search.
For information about manually configuring an indexing interval, see Configuring system settings (see page 153).
Content fields Choosing the right fields to index improves the accuracy of your search results and the performance of the search process. BMC
recommends that you index content fields that contain important data of the article, as well as fields that users are most likely to search
by. Typical examples of indexed content fields include fields that represent the ID, Title, Subtitle, Subject, Summary, Notes, Environment,
Platform, Keywords, and Date of the article.
In addition, BMC recommends to index the Keywords, Title, and Environment fields because articles in which the searched words
appeared in any of these fields get higher rating in the search result list.
Tip: If you marked the Title, Article ID, and Keywords fields as relevancy fields, the fields are automatically indexed and there is no need to
select them for indexing again.
You can index the following field types: Character, Diary, and Table. All other field types cannot be indexed.
When you choose Table field as a content field, you are actually indexing the fields of the form that the table is referencing.
If you need to index data from more than one form, perform one of the following options:
Create a Join form with the fields that you want to index and select them as the content fields.
Have a table or tables in your form that reference the fields that you want to index from the other form(s).
Example:
You may want to search Incidents by associated Work Info, so that your search results will bring not just the relevant Work Info but also
any matched Incident.
To do that, index the HPD:Help Desk (Incident) form and select the Work Details table as a content field. The registration wizard treats
the table as a content field and indexes all valid columns. When you perform a search, the search result will bring up incidents in which
the Work Info content (and other content fields if selected) matches the search word.
The registration wizard does not show fields that were marked for Full Text Search indexing by BMC Remedy Developer Studio. To keep
these fields indexed, select the fields again as content fields.
Accessibility Accessibility defines the permissions to the knowledge source. For example, who can see and use the source in the search dialog and
source management console.
There are two levels of permissions company permissions and form permissions.
Company permissions — Only users that belong to this company can use the source. You can select one or more companies.
Select the Global company if you do not want to limit access to the source by the company.
Form permissions — Use this type of permissions when you want to grant access to the knowledge source to users with specific
form permissions. Only users that have the specified form permissions can use the source. By default, all the forms are shown in
the table. You can register the source with fewer permissions by removing forms from the table.
Registration time Several factors determine the time of the registration process.
Searchable Item sources are usually registered faster as they require less processing than other sources.

type
The amount of data in the source form or directory in File System Path sources influences the registration time of Knowledge
Base sources and the indexing time of all source types.
The more content fields you choose for indexing and the more content there is in these fields, the longer the indexing time.
BMC recommends registering sources when there is less demand on your system, especially when registering sources with a
considerable amount of data.
Registering File To enable access to the files, make sure that the AR server has been started with a special domain user. This user must have read
System Path permissions for the file system folder that contains the knowledge articles.
source that exists
on remote On Windows, to start the BMC Remedy AR System service with a special domain user:
computers
1. Stop the BMC Remedy AR System service.
2. Right-click on the service and select Properties.
4. Select This Account and enter the name of the special domain user with the permissions for the remote directories and sub-
directories.
6. Click OK.
Note: Registered external files are indexed at regular intervals that you can specify. For more information, see Configuring system settings
(see page 153).
Mapping types You can select either fixed values for categorization, or dynamic values that will be taken from the AR form and which require that you
map existing fields to the fields on the AR form.
Select Map to Existing fields if you have values in the organization and categorization fields of your source form and you want to
filter searches by these fields and show them in the article details tab.
Select Use Fixed Values if you do not have values in the organization and categorization fields of your source form, but you still
want the same organization and categorization values for all your articles and filter searches by them.
Registering searchable items

The following topics provide the registration sequences and prerequisites for registering searchable items as knowledge
sources:
Searchable item panel sequence (see page 126)
Prerequisites for searchable item registration (see page 126)
Note
Visibility groups are not supported for searchable items registration.

Searchable item panel sequence

The Registration Wizard uses the following panel sequence when you register searchable items as knowledge sources:
Welcome > Source > Relevancy Fields > Organization > Categorization > Content Fields > Accessibility > Completion
Prerequisites for searchable item registration

Fulfill the following list of prerequisites before you register searchable items as knowledge sources.
Verify that the Title Relevancy field has Public permissions.
For Relevancy fields, select a Character, Diary or Attachment field and set the field's entry mode to Optional or
Required.
For Organization and Categorization fields, select a Character field. Set the Entry Mode property to Optional or
Required and the Permission property to Public.
Verify that you have permission to access forms and fields that the Registration Wizard provides for selection
during the registration process.
For Content fields, select a Character, Diary, Attachment or Table field. Set the Entry Mode property to Optional
or Required.
Verify that the forms you are registering are Regular forms. (Audit, Display-Only and View forms cannot be
registered.)
Note
When you register a searchable item as a source, existing Multi Form Search (MFS) and FTS values are cleared.
To keep existing MFS values, you must re-enter them in BMC Remedy Development Studio. To keep existing
FTS values, either enter the values in Registration Wizard content fields, or re-enter in BMC Remedy
Development Studio.
Registering knowledge base items

The following topics provide descriptions, registration sequences, an example scenario, and prerequisites for registering
file system paths and BMC Remedy AR System forms as knowledge sources:
Registering file system paths (see page 126)
Registering BMC Remedy AR System forms (see page 129)
Registering file system paths

Registering a File System Path enables searching for files in a specified directory and is used for sources that are
retrieved from an external file system. When you register this source type, you define the path to the folder that contains
the files that you want to index for searching. The folder can be stored on the AR Server computer or on a remote
computer to which you have access. BMC Knowledge Management stores and manages the metadata of this source.
File system path sequence (see page 127)
Prerequisites for file system path registration (see page 127)

Limitation of file system path registration (see page 127)
To register a file system path (see page 127)
To start the AR server service with a special domain user (see page 128)
File system path sequence

The Registration Wizard uses the following panel sequence when you register file system paths as knowledge sources:
Welcome > Source > Organization > Categorization > Accessibility > Completion
Prerequisites for file system path registration

Fulfill the following list of prerequisites before you register file system paths as knowledge sources.
Before you register file system paths as knowledge sources, verify that the account, which runs the BMC Remedy
AR System server process on the computer on which the BMC Remedy AR System server resides, has permission
to the directory (remote or local) that contains the files that need to be indexed.
If the file system folder resides on a Windows computer and BMC Remedy AR System resides on a UNIX
computer, you must allow access to the folder. To allow access, install a product that allows file and print services
to SMB/CIFS clients, such as Samba, on the UNIX system.
Before you register knowledge sources that reside on a remote computer, verify that the BMC Remedy AR
System server has been started with a special domain user, to enable access to the files. This user must have read
permissions for the file system folder that contains the knowledge sources. If BMC Remedy AR System is installed
on a UNIX computer, you must start the BMC Remedy AR System server process using the special domain user .
Limitation of file system path registration

Global search results might include external files that have been registered as knowledge base items. If the search
conditions are fulfilled by XML or HTML files that have been registered in this way, the Global Search Results screen
appears distorted due the tags that are used in XML and HTML files. Additionally, the Advanced search link on the search
results screen becomes unresponsive.
To register a file system path
1. Open the Knowledge Management Console.
3. Click Add.
4. In the Welcome panel, select Knowledge Base Item > File System Path and click Next.
5. Enter the full path of the directory on a remote computer using Universal Naming Convention (UNC) name
syntax, or enter a local path on the BMC Remedy AR System server computer.
6. Provide a name for this source.
7. Enter the file extensions that are to be indexed and managed by BMC Knowledge Management, (for example, pdf;
doc;txt). You can also enter .ppt and .pptx file extensions, provided the files are not compressed, and .msg file
extension.

7.
Note
BMC recommends you not to use the *.file extension format. For example, you must enter the file
extension as pdf and not as *.pdf. This suggestion is applicable for all types of file extensions.
For a list of more supported file formats, see How FTS indexing works for attachments from the BMC Remedy
AR System online documentation.
8. Define whether to include sub-folders.
9. Enter the Owner and Owner Group.
10. Enter the Description and Language, as required.
11. In the Organization panel enter information in the appropriate fields.
To add visibility groups to the source, select a company and a visibility group from the lists and click Add.
The visibility group is assigned to all the articles from that source.
You can add more than one visibility group for each source.
12. In the Categorization panel, select the appropriate Operational Categorization and Product Categorization values.
13. In the Accessibility panel, selects the Companies to which this source belongs.
14. Click Finish in the Completion panel.
15. (optional) Follow the registration status in the Status column of the Manage Knowledge Sources page.
To start the AR server service with a special domain user
1. Stop the BMC Remedy AR Systems service.
2. Right-click on the service and select Properties.
4. Select This Account and enter the name of the special domain user with the permissions for the remote
directories and sub-directories.
6. Click OK.

Registering BMC Remedy AR System forms

Register AR forms as sources that are retrieved from an existing AR form that you define. BMC Knowledge Management
stores and manages the metadata, and optionally the lifecycle, of this source. When you register a new knowledge source
in the Registration Wizard, you have the option to define whether a lifecycle is managed for the source. For more
information, see Source panel (see page 132).
AR form panel sequence (see page 129)
Prerequisites for AR form registration (see page 129)
Example of registering an AR System form (see page 130)
To remove the web toolbar from the default view (see page 131)
Note
Registering new knowledge sources of the BMC Remedy AR System form type can put heavy load on the
server. When registering BMC Remedy AR System forms as knowledge base items, a display only character
field z1D_RKM_Char01 (ID 302298901) is added to the source form. This field does not belong to any view.
AR form panel sequence

The Registration Wizard uses the following panel sequence when you register BMC Remedy AR System forms as
knowledge sources:
Welcome > Source > Relevancy Fields > Mapping Type > Organization > Categorization > Content Fields > Accessibility >
Completion
Prerequisites for AR form registration

Fulfill the following list of prerequisites before you register searchable items as knowledge sources.
In addition to the Knowledge Admin permissions, you must have permission to update the Relevancy, Content,
Organization, and Categorization fields.
Verify that the Title Relevancy field has Public permissions.
For Relevancy fields, select a Character, Diary or Attachment field and set the field's Entry Mode to Optional or
Required.
For Organization and Categorization fields mapping, select a Character field. Set the Entry Mode property to
Optional or Required and the Permission property to Public.
Verify that you have access permission to forms and fields that the Registration wizard provides for selection
during the registration process.
For Content fields, select a Character, Diary, Attachment or Table field. Set the Entry Mode property to Optional
or Required.

Verify that BMC Remedy AR System form type knowledge base items contain a character field with ID 179 (GUID),
and that the appropriate users that use the source have permissions to this field.
Verify that the default value property is defined for required fields in the source form.
Verify that the forms you are registering are Regular forms. (Audit, Display-Only and View forms cannot be
registered.)
For Service Pack 1 for version 9.1.00, verify that the forms you are registering are Regular or View forms. (Audit
and Display-Only forms cannot be registered.)
(Service Pack 1 for version 9.1.00 and later) View forms should contain Submitter field with field Id as 2.
Remove the web toolbar from the default view, so it does not appear in the article's content area.
Example of registering an AR System form

You are defined with a Knowledge Admin role, and have a BMC Remedy AR System form that you want to register in
BMC Remedy Knowledge Management. The form name is FAQ, and the form has only two fields: Question and Answer.
You want the question field to be shown as the title of the search results, and you want BMC Remedy Knowledge
Management to manage the lifecycle of the articles within this form.
The following are the steps that you would typically perform to implement your scenario:
1. Open the Knowledge Management Console.
3. Click Add.
4. In the Welcome panel of the Registration Wizard, select Knowledge Base Item > AR Form and click Next.
5. Perform the following steps in the Source panel:
a. Select the FAQ form.
b. Enter the form's view.

This is the form's view that will be displayed when the form is opened from search results, Knowledge
Management Console, and Create (new article).
c. Select the Life Cycle option.
d. Enter information in fields, as appropriate.
e. Click Next.
6. In the Relevancy panel, choose Question from the Title field menu.
You have mapped the Question field to the knowledge article title. The Question field is now the title of the FAQ
articles, and will be shown as the search results title.
7. Select the Answerfields to be indexed in the content field.

7.
Note
The Question field is indexed automatically because it was mapped to Title.
8. Enter the appropriate information in the Organization and Categorization panels.
To add visibility groups to the source, select a company and a visibility group from the lists and click Add.
The visibility group is assigned to all the articles from that source.
You can add more than one visibility group for each source.
9. In the Accessibility panel, select the companies to which this source belongs.
10. Click Finish in the Completion panel.
11. (optional) Follow the registration status in the Status column of the Manage Knowledge Sources page.
To remove the web toolbar from the default view
1. Open the form in BMC Remedy Developer Studio.
2. Click anywhere in the form area to open the View property.
3. Under Appearances, select the Web Toolbar property and verify that the value is set to Hidden.
Running the Registration Wizard

When you add or modify a source, the Registration Wizard opens. The following table provides a list of the tasks that are
available for managing knowledge sources.
Tasks for managing knowledge sources
Task Action
Add a knowledge source. Click Add and follow the instructions for completing the Registration Wizard. For more information, see Registering new
knowledge sources (see page 135).
Modify a registered Click Modify and make changes in the appropriate panel. For more information, see Modifying knowledge sources (see page
knowledge source. 137).
Perform ad hoc indexing . Click Rebuild Index. For more information, see Indexing on demand (see page 138).
Note
Tasks cannot be simultaneously performed by multiple users on the same source.
You can follow the progress of the registration process in the Status column of the Manage Knowledge Sources page.
For more information, see Viewing registration and indexing statuses (see page 138). When the status of the registration
process is Ready, you can use the knowledge source.

Note
After you add or modify a source, you do not have to wait until the indexing or registration process is
complete before you re-run the Registration Wizard.
Using Registration Wizard parameters

This topic describes the fields that are available for the following panels:
Source panel (see page 132)
Relevancy Fields Panel (see page 133)
Mapping Type Panel (see page 134)
Organization panel (see page 134)
Categorization panel (see page 135)
Content Fields panel (see page 135)
Accessibility panel (see page 135)
In the following tables, the Modify Enabled column depicts the fields that are available for modification when you modify
an existing source.
Source panel
Press the F key to view the table in full screen mode for better viewing. Press Esc to exit the full screen mode.
Parameter Value Source Type Modify

Enabled
Form Name Enter the form for displaying the knowledge source. No
Searchable Items
Note: Forms can only be registered once. Knowledge Base
Item - AR Form
View Name Enter the form's view that will be displayed when the form is opened from search results, Knowledge Yes
Searchable Items
Management Console, and Create (new article).
Knowledge Base
Item - AR Form
SRM View Enter the form's view that will be displayed when the form is accessed from the Popular Articles Knowledge Base Item - AR Yes
Name panel and search results in the Service Request Management Console. Form
Full Path Using UNC name syntax, enter the full path of the source on a remote computer, or enter a local path Knowledgebase Item - File No
on the AR Server computer.Note: You can create only a single file system source per folder. System Path
Source Enter a unique name for this source. This name is displayed in the Sources section of the Advanced All source types No
Name Search page.
File Use either of the following methods: Knowledgebase Item - File Yes
Extensions System Path
Type all file types to be used. If you have more than one file type, use a semicolon (;) as a
separator, for example, doc;pdf.


Enabled
Use a Regular Expression phrase to qualify file names for searching on. Regular Expressions
must begin with an asterisk (*)
For example, to search all .doc and .pdffiles with UTF-8 support:
[\\p{Space}*||\\p{L}+||\\p{Digit}*||\\p{Punct}*&&[^\\.]]+\\.
(doc||pdf)
Include Select this if you want the search to include sub directories. Knowledgebase Item - File Yes
Subfolders System Path
Description Enter a free text description of the source. This information is intended for use as a referential aid All source types Yes
when modifying the source.
Owner Select the Owner Group for the form. All source types No
Group
Owner Select the owner for the form.Note: The owner must have a Knowledge Admin or Knowledge User All source types No
role.
Article Select the language of the source. No

Knowledgebase
Language
Item - File System
Path
Knowledgebase
Item - AR Form
Lifecycle Check this if you want BMC Knowledge Management to manage the lifecycle of the source. For more Knowledgebase Item - AR No
Management information, see Article life cycle (see page ). Form
Indexing Enter the indexing interval for the source. Yes

Knowledgebase
Interval
Note: More frequent indexing provides better access to article updates but may affect system Item - AR Form
performance.
Searchable Items -
Join or Vendor
forms only.
Relevancy Fields Panel

Enabled
Title Enter the name of the field to be used as the title for the source. This is the content that will be used as Yes
Searchable
the title for searching.
Items
Knowledgebase
Item — AR
Form
View Form
Keywords Enter the name of the field to be used as the keywords for the source. This is the content that will be Yes
Searchable
used as keywords for searching.
Items
Knowledgebase
Item — AR
Form
Environment Yes


Enabled
Enter the name of the field to be used as the environment for the source. This is the content that will be Searchable
used as the environment for searching. Items
Knowledgebase
Item — AR
Form
Displayed ID Enter the name of the field to be used as the Displayed ID for the source. This is the content that will be Searchable Items No
used as the Displayed ID for searching. If nothing is entered, the Request ID (core field 1) value is
displayed.
Mapping Type Panel

You can select either fixed values for categorization, or dynamic values that will be taken from the BMC Remedy AR
System form and which require that you map existing fields to the fields on the BMC Remedy AR System form, as follows:
Searchable Item — Mapping To Existing Fields only
Knowledgebase Item — File System Path — Used Fixed Values only
Knowledgebase Item — AR Form — Used Fixed Values and Mapping To Existing Fields

Enabled
Mapping Specify the corresponding fields for each Organization and Categorization field. Organizational information and Knowledgebase No
To BMC Remedy ITSM categorization is copied from the BMC Remedy AR System form that you chose as the Item — AR
Existing knowledge source to the article's Categorization and Organization fields Form
Fields
Use Fixed Specify organizational information and BMC Remedy ITSM categorization for copying to the article's Categorization Knowledgebase No
Values and Organization fields. Item — AR
Form
Note: All source articles contain the same Organization and Categorization data
Organization panel
Parameter Value Source Type Modify Enabled
Company Enter the Character field to be mapped or the fixed value to be used All knowledge
Searchable Items
sources
Region Note: Set the Entry Mode property to Optional or Required, and the Permission — Yes
property to Public. AR forms — No
Site Group
File System Path
Site
— No
Article visibility Select a company and a visibility group form the lists to assign to the source and click Yes
AR forms
Groups Add.
File System
Path
Left table Displays selected visibility groups for the source

Categorization panel
Parameter Task Source type Modify enabled
Operational Tier 1 Operational Tier 2 Enter the Character field to be mapped or the fixed value to be used. All knowledge
Searchable
Operational Tier 3 sources
Note: Set the Entry Mode property to Optional or Required, and the Items — Yes
Product Tier 1 Product Tier 2 Product Permission property to Public.
AR forms —
Tier 3 No
Product Name File System

Path — No
Manufacturer
Model/Version
Business Service
Content Fields panel

Parameter Value Source type Modify Enabled
Field Select a Character, Diary, Attachment or Table field, and click Add Field. Yes
Searchable Items
Note: Set the Entry Mode property to Optional or Required. AR forms
Accessibility panel
Parameter Value Source type Modify Enabled
Company Enter the companies for which their defined users or members are allowed to use this All knowledge Yes
specific knowledge source and click Add Company. sources
Form Perform one of the following steps Yes

Searchable
Permissions
Select a form permission that is defined for the BMC Remedy AR System form Items Note: Form Permissions
you selected as a source. Click Sync Permissions to add these permissions to the functionality is enabled only
AR forms
source you are registering. when modifying an existing
source.
Select a form permission in the Registered Permissions table and click Remove
Permissions to remove the permissions.
Registering new knowledge sources

Perform the following procedure to add and register a knowledge source.
Notes
The source type that you select during registration cannot be modified.
You can register sources only from the Administration Server, if you have installed BMC Remedy IT
Service Management for a server group.
To register a new knowledge source

3. Click Add.
4. On the Welcome page select the knowledge source type for registration.
5. Click Next.
6. In each page, enter the appropriate information as shown in Using Registration Wizard parameters (see page 132)
, and click Next.
7. In the Completion screen, click Finish.
For additional information, you can view the BMC Communities blog, Registering External Sources into Knowledge
Management.
Setting the registration plugin timeout period

Attempting to register a File System Path that contains a large number of files as a knowledge source increases the load
on the application server might cause the process to time out.
To increase the timeout period of the registration plugin
1. Stop the BMC Remedy AR System server.
2. Add the following line to the pluginsvr_config.xml file, as displayed in the example below.
<Api-Timeout>3600</Api-Timeout/>
3. Start the BMC Remedy AR System server.
<plugin>
<name>RMDY.ITSM.RKM.REGISTRATION</name>
<type>FilterAPI</type>
<code>JAVA</code>
<filename>/data1/bmc/BMCRemedyITSMSuite/Shared_Components/plugins/rkm-registration.jar</filename>
<classname>com.bmc.itsm.rkm.filterapi.registration.RegistrationController</classname>
<pathelement>/data1/bmc/BMCRemedyITSMSuite/Shared_Components/plugins/rkm-common.jar</pathelement>
<pathelement type="location">/data1/bmc/ARSystem/pluginsvr/foundation_shared/ITSMCommonUtils.jar</pathelement>
<pathelement type="path">/data1/bmc/BMCRemedyITSMSuite/Shared_Components/plugins</pathelement>
<userDefined>
<Api-Timeout>3600</Api-Timeout/>
</userDefined>
</plugin>
Toggling knowledge source availability

Perform the following steps to toggle the availability of a knowledge source.
Note
The status of availability of a knowledge source also affects the status of indexing. If you disable a knowledge
source, indexing is also disabled for that knowledge source.

To toggle the availability knowledge source
1. In the IT Home screen, click Knowledge Management > Knowledge Management Console.
3. In the Manage Knowledge Sources screen, select the source to toggle and click Enable/Disable.
4. Click OK.
Modifying knowledge sources

If registration fails or you want to modify registration settings that are available for modification, for example, the list of
file extensions, you can run the Registration Wizard and make the appropriate modifications. Modify functionality is
enabled for registered knowledge sources only with the following source statuses: Ready, Failed, Update Failed, and Sync
Failed. For more information, see Viewing registration and indexing statuses (see page 138).
After you click Modify, the Registration Wizard opens and displays the registration data that was previously entered. BMC
Knowledge Management performs a rollback process before the re-registration of a failed source begins.
Clicking Finish in the Registration Wizard resets the status to In Progress. If an error occurs during the rollback process,
the status is reset to Failed, and the modification process can begin again.
Note
Knowledge sources cannot be simultaneously updated by different users.
Run the following procedure to modify a knowledge source.
To modify a knowledge source
3. In the Manage Knowledge Sources screen, select the source to modify and click Modify.
4. In the Knowledge Registration Wizard, enter the appropriate information as shown in Using Registration Wizard
parameters (see page 132), and click Next.
Note
Not all fields are available for modification.
5. In the Completion screen, click Finish.
Deleting knowledge sources

Perform the following steps to delete a knowledge source.

3. In the Manage Knowledge Sources screen, select the source to delete and click Remove.
4. Click OK to continue. The registration wizard displays the number of published knowledge article, and total
number of knowledge articles that belong to the knowledge source.
5. Click OK to delete the knowledge source.
Viewing registration and indexing statuses

The Status column displays the registration or indexing status, and the Modified Date column displays the date and time
that the status was previously modified.
To view the current status, you must click the Refresh icon. Statuses display in the following sequence:
1. In Progress — Source is being registered or re-registered. This step is skipped when you rebuild an existing index.
2. Indexing — Source is being indexed.
3. Updating — Source is being updated.
4. Any of the following final statuses, as appropriate:
Ready — Source is ready for use and the knowledge can be used, for example, managed, created, searched on,
and to which update requests can be added.
Failed — Registration failed. For more information, see Modifying knowledge sources (see page 137).
Sync — For external files. Registration is synchronizing between external files and the system.
Sync Failed — Synchronization failed between File System Path source and BMC Knowledge Management. For
more information, see Configuring indexing intervals (see page 154)
Update Failed — Source update failed.
Indexing on demand
You can override defined indexing intervals by performing ad hoc indexing of a knowledge source and rebuilding the
index for the source, as required. For more information, see Configuring indexing intervals (see page 154)
After the indexing is successfully completed, the source becomes immediately available for searching.
To perform ad hoc indexing, click Rebuild Index.
The Status column displays the following status sequence: In Progress > Indexing or Failed > Ready.
For information about enabling or disabling indexing of a knowledge source, see Toggling knowledge source availability
(see page 136).

Viewing the log file

For details about the registration process and results, see the arjavaplugin.log file in the appropriate following location:
(Microsoft Windows) defined-directory\BMC Software\ARSystem\Arserver\Db
(UNIX) defined-directory/bmc/Arserver/Db
For more information, see Configuring system settings (see page 153).
Managing knowledge article templates

This section describes procedures and provides recommendations for creating new knowledge article templates. BMC
Knowledge Management provides the following knowledge article templates out of the box:
Decision Tree
How To
Known Error
Problem Solution
Reference
KCS Template
Creating knowledge article templates

You can create new knowledge article templates that suit your company requirements. For example, if your knowledge
base includes articles in the format of Frequently Asked Questions (FAQs), you may want to create an FAQ knowledge
article template.
Recommendation
Scenario — Your knowledge base contains an existing FAQ form that is not one of the out of the box
templates. You want to turn this form into a knowledge article template, so knowledge users can create new
FAQ articles using a pre-defined template. You also want to be able to manage the form's records as
knowledge articles with metadata and lifecycle management.
1. In the Developer Studio, open the existing FAQ form.
2. Modify the form's layout for better display as a knowledge article.

You can create a new view and modify the layout as required. Verify that required fields are set with
default values or set them to optional.
3. Register the form as described in Registering AR forms (see page 129).
a. Before registering, make sure the form complies with the prerequisites for registering AR
forms. See Prerequisites for AR form registration (see page 129).
b. In the Welcome panel, select Knowledge Base Item > AR Form.
c.
c. In the Source panel, specify the View Name and select Life Cycle Management.
After registration, all the form's records automatically become FAQ type knowledge articles
with metadata and lifecycle management.
To create a new template
1. In Developer Studio, create a new Regular AR form.
Tip
You can quickly create a new form by opening the regular form of one of the templates provided out
of the box and saving it under a new name. For example, open the RKM:HowToTemplate to create a
new how to form.
2. Add fields and design the template as required.
Tip
To avoid unnecessary scroll bars, copy the form's measurements from one of the templates provided
out of the box.
3. Register the new form as described in Registering AR forms (see page 129).
a. Before registering the new form, make sure it complies with the prerequisites for registering AR forms.
See Prerequisites for AR form registration (see page 129).
b. In the Welcome panel, select Knowledge Base Item > AR Form.
c. In the Source panel, select Life Cycle Management.

After registration, you can change the form's user interface, but if you add new fields and mark them for
indexing or as relevancy fields, or change the form permissions, you will need to modify the knowledge
source as well. For more information, see Modifying knowledge sources (see page 137)
Configuring approvals
This section is intended for the application administrator who configures approvals to work with BMC Knowledge
Management. Configuration tasks are performed from the Application Administration Console.
Note
You must log on to the application with BMC Remedy Action Request System Admin permissions or General
Access permissions in addition to Knowledge Config permission.

Approval chains (see page 141)
Approval workflow (see page 142)
Configuring approval chains for Global company (see page 143)
Configuring approval chains for a specific company (see page 143)
Configuring approval mappings (see page 144)
Configuring email-based approvals (see page 146)
Approval chains
An approval process is required for the following status transitions in BMC Knowledge Management:
before an article status is set to Published.
before an article status is set to Retired.
before an article is Cancelled.
Note
A user with the Knowledge Admin permission can move articles to the Cancelled status from any other
status and without activating the approval process.
You can configure all phases for knowledge request life cycle however, you can set only one phase at a
time.
For the Global company, BMC Knowledge Management provides a set of predefined approval chains for each status
transition that requires an approval (Published, Retired, and Cancelled).
Auto approval — The default approval chain configured in system installation. The system provides an automatic
approval for every request.
Level approval— The following options are available:
Level All — All of the approvers from the approvers list must approve the article for each level. The article
moves to the next approval level only after all the approvers have approved. If the approvers include a
group, one member of the group is enough.
Level One — At least one approver from the approvers list must approve the article for each level. The
article moves to the next approval level after one approver has approved.
Ad-hoc approval — Makes the article's owner the initial approver. The owner can choose to approve the article
and end the approval process, or to approve the article and then define another ad-hoc approver who can make
the same choice and continue the chain of approvals.
Note

If you enable the Ad-hoc approval chain, only the current approver receives an approval request in
Approval Central. Initially, the article owner receives an approval request in Approval Central, and then
each new ad-hoc approver receives an approval request when they are defined by the previous ad-hoc
approver.
Based on the configured approval chains, the system determines whether an approval process is required, and whose
approval is required.
Changing the initial approver for ad-hoc approvals

You can use the AR System - Approval Server Process Definition form to change the initial owner for the Ad-hoc
approval chain. Perform the following steps:
1. In the flyout menu, select Quick Links > Approval Administration Console.
2. On Process tab of the the AR System - Approval Server Administration form, select the RKM_Adhoc process, or
your custom ad-hoc process if you created one, and click View.
3. On the AR System - Approval Server Process Definition form, use the menu of the First Approver Field to select a
knowledge article field that contains the name of a user.
For example, select the Submitter field from the menu to make the person who submitted the knowledge article
its initial approver. The First Approver Field will then display $Submitter$ as its value.
Note
By default, the First Approver Field for the RKM_Adhoc process displays $ArticleOwnerLoginID$ as
its value.
4. Click Save.
Related topics
Configuring approval chains for Global company (see page 143)
Configuring approval chains for a specific company (see page 143)
Approval workflow
At the beginning of an article lifecycle, the article enters the pre-publish review process. The following workflow
describes the Published approval workflow and applies to Retired and Cancelled statuses.
1. The designated approvers can view pending requests and approve or reject them in Approval Central that is
available from IT Home > Quick Links.
For more information on Approval Central, see Approval Central.
During the approval process and before the article is set to Published, Knowledge users can withdraw articles
from the approval workflow by opening the article and modifying it.
2. The approvers approve or reject the article.
3.
3. The article status changes to Published, Retired, or Cancel depending on the request that initiated the approval
process.
If the request is rejected, the article status reverts back as follows:
For Publish Approval, the article reverts back to Draft status.
For Retire Approval, the article reverts back to Published status.
For Cancellation, the article reverts back to the status it was in, before requesting for cancellation.
Configuring approval chains for Global company

For every status transition, define one of the four predefined approval chains.
To configure approval chains
1. From the IT Home page, choose Application Admin Console > Custom Configuration tab > Knowledge
Management > Knowledge Management Approvals Configuration > Approval Chains.
2. For every status transition (Publish, Retire, and Cancel), enable the approval chain that you want:
a. Select an approval chain from the list and click Modify to open the Approval Chain Definition page.
For example, if you want to enable Level one approval for Publish, select the LevelOneForPublish approval
chain.
b. To enable the approval chain, select Enabled in the Status list.

Only one chain can be enabled for each status. Disable a chain that you do not use.
Configuring approval chains for a specific company

You can configure the predefined approval chains for other companies by creating new approval chains.
Note
Before creating an approval chain for a specific company, make sure that you have configured the approval
process for that company, with the Process Name field set to RKM_LEVEL_ALL.
You can create and edit the approval process for a specific company and for the Global company from the IT
Home page, by selecting Application Admin Console > Custom Configuration tab > Foundation > Advanced
Options > Approval Process Configuration.
To create new approval chains
Management > Knowledge Management Approvals Configuration > Approval Chains.
2. Click Create to open the Approval Chain Definition page.
3. Enter the approval chain name and select the company that you want.
4. Configure the approval chain properties.
a.
4. Portions of this document are BMC Confidential. BladeLogic Confidential.
a. In the Form field, select RKM:KnowledgeArticleManager.
b. In the Order field, enter a value less than 20.
c. In the Process Name field, select one of the predefined approval processes.
d. In the Selection Criteria field, click the expand box icon to open the Advanced Qualification Builder and
define the run if condition, which triggers the selected process, to use the selected company:
'ArticleStatusEnglish'="Publish Approval" AND 'Company' = "[company name]"
Tip
You can copy the selection criteria string from the predefined processes configured for the
Global company.
e. Click Select to save and close the Advanced Qualification Builder .
5. Click Apply to add the process to the new approval chain.
6. Define an action for all the possible results of the process Approved, Rejected, Cancelled, and Error.
a. Select a status in the approval chain tree (for example, Approved).
b. Click the Add Set Fields Action panel header (on the right side), and click Apply.
c. Select the new Set Field in the approval chain tree, and click Add.
d. In the Set Field Value dialog box, set fields and values as defined in process provided out of the box.
e. In the Value field, enter the value that you want to set in the field.
f. Click Save.
7. Click Save to save the approval chain.
Configuring approval mappings

Approvers are people with the authority to approve or reject a request. These users are usually members of a Support
Group, and are assigned the Knowledge Management Approver role. The approval process automatically routes approval
requests to the people you define based on their level in the process.
To create approver mappings
Management > Knowledge Management Approvals Configuration > Approval Mappings.
2. Enter the required information in the following fields:

2.
For individuals the value displayed based on the Profile status on the People form. If the value on the People form
is Enabled, this value is set to Yes to specify that the individual is available for the approval.
For Support Group mapping, this value is set to Yes if the support group has at least one valid user with an
Approval role.
This field is auto-populated and synchronized automatically.
Field Action
Approval Select the type of approver.

For
Individual — If you select this option, enter the individual's last name and press ENTER. The Approver ID (or login name) is
automatically filled.
Group — If you select this option, the First Name, Last Name, and Approver ID fields are replaced by Support Company,
Support Organization, and Support Group Name.
Select values for each field. The items that appear in the Support Organization list depend on the option you select for
Support Company. The items that appear in the Support Group list depend on the option you select for Support Organization
.
Note
If you select the Group option, all people who belong to the support group and have the Knowledge Management
Approver functional role are set up as approvers. By default, only one approver in the group must sign off on the
approval before it can move to the next level.
Inherent Group/Role — This option has not been implemented in this version of BMC Knowledge Management.
First Name (Approval For Individual) If you select Approval For Individual, this field appears.
Note
As you begin typing the first name of the approver, the field automatically fills in with possible selections. Press ENTER
when you are able to identify the required person.
Last Name (Approval For Individual) Use auto-fill to enter the approver's last name.
Approver (Approval For Individual) The Login ID of the approver. this field is automatically filled when you select the approver by first or last
ID name.
Assignment For individuals the value displayed based on the Profile status on the People form. If the value on the People form is Enabled, this
Availability value is set to Yes to specify that the individual is available for the approval.
For Support Group mapping, this value is set to Yes if the support group has at least one valid user with an Approval role.
This field is populated and synchronized automatically.
Status For the approver mapping to be available, select a status of Enabled.
Approval Select Knowledge Management . When you select this option, the RKM Criteria section appear under Additional Mappings. This
Indicator enables you to map specific approvers to specific articles based on operational categorization and product categorization filters.
Phase Phase company for this approver mapping. Automatically filled when you select a Phase Name.
Company
Phase Select RKM Approval.

Name
Note
You can configure all phases for knowledge request life cycle however, you can set only one phase at a time.

Field Action
Level Specify the level of approval for the individual or group.
Description (optional ) Enter a description for this approver mapping.
Additional (optional ) Enter additional mappings that are based on product and operational categorization. Product and operational
Mappings categorization are used to categorize different products or configuration items and operations. Available values depend on the
company and the value selected for the previous tier.
3. Click Save.
Related topic
Creating support staff members (see page 89)
Configuring email-based approvals

The page Configuring email-based approvals does not exist.
This section provides configuration information for email-based approvals.
Enabling email-based approvals (see page 146)
Customizing approval emails (see page 146)
Enabling email-based approvals

You can use configuration options to enable or disable email-based approvals for companies. Out of the box, email-based
approvals for the Global company record are enabled.
Note
When you upgrade, email-based approvals are disabled. You must manually enable email-based approvals after
the upgrade.
To enable or disable email-based approvals for a company
1. On the Custom Configuration tab of the Application Administration Console, choose Foundation > Notification
Engine > Approval Email Configuration.
2. In the Configure Email Based Approval dialog box, select the name from the Company field.
To enable or disable email based approvals for all companies, select Global from this list.
3. In the Status field, select the appropriate status.
Customizing approval emails

Out of the box, approval emails contain basic information about the request that requires an approval. You can
customize the fields that are displayed in approval emails.
For information about modifying the format of the emails, see Customizing the template in the BMC Remedy AR System
documentation.

To customize the content of approval emails
1. Log on to a browser as a BMC Remedy AR System administrator and open the SYS:Notification Messages form.
2. Locate the notification message that is defined for email approvals for the application:
Application Notification message
BMC Asset Management AST-APR-ApprovalNTForIndividual
BMC Change Management CHG-APR-ApprovalNTForIndividual
BMC Service Request Management SRM-REQ-Approver_Notification
BMC Release Management RMS-APR-ApprovalNTForIndividual
BMC Knowledge Management RKM-APR-ApprovalNT
3. Update the text in the Email Message Body box with the customized email content.
Use HTML tags to create and format the email message content.
Example

In the following code, basic HTML tags have been used to format the data. #Date Required# and
#Description# indicate the display of the Date Required and Description fields in the email.
<td><table width="100%" cellpadding="0" cellspacing="10">

<tr><td width="40%" valign="top" align="left">

Requisition ID:</td>
<td width="60%" valign="top" align="left">
<a href="http://<serverName>:port/arsys/forms/<arSystemServerName>/
AST:PurchaseRequisition/?eid=#Requisition ID#">#Requisition ID#</a>
</td></tr>
Date Required:</td>
#Date Required#</td></tr>
Description:</td>
#Description#</td></tr>
</table></td>
4. To include additional fields in the email message, click the down arrow next to the Email Message Body field
and select a field from the list.
To add fields that are not listed, see the details for the SYS-Notification Messages form in System Events and
Message Catalog for the Notification Engine.
Field names are enclosed in # tags.
Note
For fields that you select from the list, notification workflow translates the field variables into the
actual field contents before sending the notification message. If you add fields that are not in the list,
notification workflow must be customized. For more information on email fields and workflows, see
Defining a workflow to send email notifications in the BMC Remedy AR System documentation.
5. Save the form.
Your approval email message will display the fields that you included in the Email Message Body field.
Adding status transitions

The Status Transition page enables you to add status transitions to the default ones, thus customizing the status
transition workflow for your organization. For each added status, you can optionally:
Define operational and product categorization information.

Define Knowledge Admin-only accessibility, meaning that the status is visible to Knowledge Admin users only.
Enable the status or select an option that describes the status (for your private use).
Protect the status from deletion.
For more information, see Status groups and types (see page 171).
To configure application settings
2. From the Application Settings list, choose Knowledge Management > Knowledge Management Status
Configuration > Status Transition, and click Open.
3. Click New Request to create a new transition or Search to modify an existing transition.
4. Enter the status transition information in the From Status and To Status fields.
Note that, when you change the status of an article from In Progress to Cancelled, the article is
deleted. This feature helps to delete an article that is created mistakenly and not needed anymore.
5. Enter the Company for which the status is defined.
6. Enter operational and product information, as required.
7. Select the Knowledge Admin Role Required to enable accessibility only to users with this role.
8. Select a status description for your private use, or Enable to enable the status.
9. Select Out Of The Box to denote that a status is a default status.
Note
This option enables you to differentiate between the default statuses and new ones you have created.
10. Select Protected to prevent deletion of the status.
11. Click Save.
Configuring application settings

Perform the following procedure to configure general settings.
To configure application settings
2. From the Application Settings list, choose Knowledge Management > Knowledge Management Configuration >
Application Configuration, and then click Open.

3. Enter the company you are configuring in the Company field, and click Search.
The Application Configuration page displays configuration settings if any exist, or notifies you that you must
begin to enter configuration settings.
4. Proceed to enter configuration settings as provided in the following table.
General application settings
Parameter Description Value
Company Name of the company for which you are

configuring settings.
Search section
Words Configuration for displaying search results.

None — Displays only the article title.
Around Hits
Excerpts — Displays the words that surround the first few instances of search terms.
This enables users to easily recognize whether the document is relevant to their
search.
Words around hits — Displays the article title as well as a few words that precede
and follow the search term. This enables users to easily recognize whether the
document is relevant to their search.
Note: If you do not set a value, this parameter automatically uses the value that is configured
for the Global company. If the Global company also does not have a value configured, the
parameter value is set to None.
Relevancy section
Boost Use Configuration for increasing relevance when For more information, see Boosting document relevance.
Relevancy users click Use on an article.
Starting with BMC Knowledge Management version 9.1.00, the default values of Boost Use
Boost View Configuration for increasing relevance when Relevancy and Boost View Relevancy fields are updated. The new values are as follows:
Relevancy users click View on an article.
Boost Use Relevancy — 0.000010
Boost View Relevancy — 0.000001
In the earlier versions, the default boost values increased the relevancy of an article if the
article was viewed or used more. As a result, the search results could return articles that
were not so relevant to the search term. For example, if an irrelevant article was viewed
more number of times, its search relevancy was higher than an article that had more
relevant content, but had less view count. Because of this, relevant articles could be listed
lower in the search results.
In version 9.1.00, the default boost values are lowered so that their impact is restrained, thus
improving the search relevancy. More relevant articles are listed higher up in the search
results.
For new installations, the default values are applicable for the configuration record of Global
company and any new configuration record that you create for a company.
However, if you are upgrading from a previous version of BMC Knowledge Management, you
must manually update the SearchBoostValue value of any articles that are viewed or used
atleast once.
To update the SearchBoostValue for existing articles, perform the following one-time steps:
1. Update the company specific configuration record manually to use the new values.
2. Download the MSMMigration_ToUpdateSearchBoostValue.arx file available in the

BMC Support Knowledge base.

3.
3. Follow the instructions provided in the article.
If you use the new default boost values, the ordering of the search results for same data and
same search string will be different from the order before upgrading to version 9.1.00. The
new search results will be more relevant.
Recommendation: BMC recommends that you use the default boost values to get improved
search result relevancy.
Notes:
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.
If you do not set a value for either of these parameters, they automatically use the
values that are configured for the Global company. If the Global company also does
not have a value configured, the parameter values are set to the default values.
Knowledge Article section
View Defines which article version is displayed when

Latest version — Most recently updated article version
Related you are viewing a related article.
Article Related version — Article version that was originally related to the article
Note: This setting does not apply to
relationships with knowledge articles from Note: If you do not set a value, this parameter automatically uses the value that is configured
other records within the BMC Remedy ITSM for the Global company. If the Global company also does not have a value configured, the
Suite, such as Incidents, Problems, and Change parameter value is set to Related Version.
Requests.
Knowledge Defines the method that the Assignment

Knowledge Assignment Round Robin
Assignment Engine selects an assignee from a support
Method group. Knowledge Assignment by Number
Knowledge Assignment by Capacity
For more information, see Auto-assignment methods.
parameter value is set to Knowledge Assignment by Round Robin.
Notifications Enables or disables notification definitions of

Enable — All notifications
all types that are defined per user in BMC
Remedy AR System. Disable — All notifications
For more information, see Creating notifications.
parameter value is set to Disable.
Weighting Defines a company's overall error weighting Numerical value; the default is 1.00. The minimum permissible value is 0.01
Factor for factor, which is used to calculate the overall
Notes:
Each Error Article Quality Index (AQI) score of a KCS
user.
The field is mandatory; you must set this value for each company.
Notes: Only a KCS Coach or a Knowledge Admin can update the value in this field.
This field is specific to KCS and does

not have an impact on any functions in
the BMC Knowledge Management
application.

You can perform AQI assessments for

any articles authored by a KCS user
only from the BMC Remedy with Smart
IT (Smart IT) interface. For more
information, see KCS knowledge article
assessment in the Smart IT online
documentation.
Enforce Enables or disables mandatory feedback when Yes check box

Feedback you view a knowledge article in the BMC
Service Request Management Console.
Allow Enable modify permissions for users with the Check box
Knowledge functional role of Knowledge Submitter to edit
Submitter to knowledge articles until they are in Draft
edit article status.
till Draft
By default, this configuration is disabled.
status
Enforce Mandate the selected review stage if the Allow

SME Review — Enable a Subject Matter Expert review
Article Knowledge Submitter to edit article till Draft
review status option is enabled. Content Review — Enable a content review
status
Not applicable if the Allow Knowledge Proofreading — Enable a proofreading review
Submitter to edit article till Draft status option Note: Reviews may be assigned to users based on the assignment rules defined, or by
is disabled. selecting the appropriate Knowledge User when the article is in the review stage.
History Recording section
Record Enables or disables the recording of the Not applicable

Article View knowledge article's viewing history.
Search Defines the volume of search requests that

None — Record no search requests.
History are recorded as search history, to enable you
Level to control the amount of history items in your All — Record all search requests.
database.
No Hits — Record only search requests that yield no results.
parameter value is set to None.
Search Defines the number of days that a search is Not applicable

History saved.
Retention
Article Defines the number of days that information Not applicable

History about changes made to an article is saved.
Retention
Configuring feedback strings

Users submit feedback on an article to indicate the level of the content and its usefulness to 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.
Feedback is rated by number and description. The following feedback ratings are available:
1 — Not Usable
2 — Poor: Inaccurate

3 — Fair: Insufficient
4 — Good: Usable but needs improvement
5 — Excellent: Effective and accurate
The Feedback Configuration page enables you to define localized strings per rating number for languages in addition to
the localizations that are supported by BMC Knowledge Management user interface.
To configure feedback strings
Feedback String Configuration, and click Open.
3. Click Search, with or without entering search criteria, to open Modify mode.
The rating table displays strings that match your search criteria.
4. In the Company field, enter the company for which the localized rating description is applicable.
5. In the Locale field, enter the locale for the rating your want to localize.
6. In the Rating field, enter the rating number.
7. In the Rating Description field, enter the localized string and click Save.
Configuring system settings

Perform the procedures provided in this section to configure system settings.
Configuring plug-in log levels (see page 153)
Configuring indexing intervals (see page 154)
To access system settings
System Configuration, and click Open.
3. Click Search to open Modify mode.
Configuring plug-in log levels

Plugins are the internal structure of BMC Knowledge Management that enables certain workflows. The object of the
plugin log level is to enable BMC Customer Support to fix workflow issues from within the system.
To configure plugin log levels
1. Select one of the following log levels in the Plugin Log level field:
ALL — Has the lowest rank and is intended to turn on all logging.

1.
DEBUG — Designates fine-grained informational events that are most useful to debug an application.
ERROR — Designates error events that might still allow the application to continue running.
FATAL — Designates very severe error events that will presumably lead the application to abort.
INFO — Designates informational messages that highlight the progress of the application at coarse-
grained level; default value.
OFF — Has the highest rank and is intended to turn off logging.
WARN — Designates potentially harmful situations.
2. Select Yes next to the workflows for which you are defining this log level, and click Save.
Note
You can also click Select All to select all the workflows, or Deselect All to clear all selections.
Configuring indexing intervals

Indexing intervals define the intervals that occur between automatic indexing instances of registered knowledge sources.
The indexing interval parameters in the Indexing section are the global interval values.
To configure indexing intervals, set the interval for the following parameters and click Save.
Indexing interval parameters
Parameter Description
File System Common global value for all knowledge sources that are registered as file system paths. After indexing is complete, external articles are
Polling available for searching.
Interval
Note: This value cannot be changed per knowledge source in the Registration Wizard.
BMC Knowledge Management runs the synchronization between new, updated, and deleted files and article metadata that exists in BMC
Knowledge Management. This process runs automatically according to the configured interval value. For more information see the Setting a
polling interval for the DSO server.
Default AR Default value for all knowledge sources that are registered as AR forms. This value can be overridden per knowledge source by setting the
Form value in the Registration Wizard. For more information, see Running the Registration Wizard (see page 131).
Indexing
Interval
Configuring Submitter mode

After installation is complete, you must perform the following procedure to enable users to update knowledge articles
that they submitted, even if they don't have write permissions.
To configure Submitter mode
1. In the BMC Remedy AR System Administration Console, go to the System> General > Server Information section
2. In the Licenses tab, set Submitter Mode to Locked.

Managing notifications
This section describes how to enable and disable notifications. The tasks are performed by configuration administrators
from the Custom Configuration tab of the Application Administration Console.
Note
You must have system System Administrator permissions to modify notification settings.
About notifications (see page 155)
Creating notifications (see page 157)
Disabling notifications (see page 157)
Event types (see page 156)
Watch List notifications (see page 156)
About notifications
BMC Knowledge Management uses the BMC Remedy Email Engine to send notifications to specified users based on
specific events that occurred during the life cycle of articles. You can configure the notification engine to select the
notification type (email, alert, or pager) for each event, notification language, and other notification engine configuration
options. For more information, see Creating notifications.
Note
You should be familiar with the notification engine configuration to ensure that notifications used by BMC
Remedy Knowledge Management work properly.
The notification engine has several configuration levels. System administrators can set defaults for the message texts and
the notification types in the locations listed in the following table:
Configuration locations
Form Action
SYS:Notification Messages Create and modify notification message texts
NTE:CFG-Notification Events Creating and modifying notification event types
Users can configure the notification language that is sent and received by them, the notification type, and disable
notification for certain events in the Notifications tab of the People form.

Event types
BMC Knowledge Management users receive notifications depending on the event type according to the information
contained in the following table:
Notification event list:
Notification event Description Message tag Recipients
Knowledge Assignment Article assignment changes RKM-KAM- Article Assignee

AssigneeAssignment
Knowledge Ownership Article ownership changes RKM-KAM-OwnerAssignment Article Owner

Assignment
Knowledge Cancel Request Request to cancel an article is sent RKM-KAM-CancelRequest Article Assignee, Watch List
subscriber
Knowledge Cancel Rejection Request to cancel an article is rejected RKM-KAM-CancelRejection Article Assignee, Watch List
subscriber
Knowledge Retire Rejection Request to retire a published article is rejected RKM-KAM-RetireRejection Article Assignee, Watch List
subscriber
Knowledge Publish Rejection Request to publish an article is rejected RKM-KAM-PublishRejection Article Assignee, Watch List
subscriber
Knowledge New Version New version of a published article is created RKM-KAM-NewVersion Watch List subscriber
Knowledge Update Request Update request is received RKM-KAM-UpdateRequest Article Assignee, Watch List
subscriber
Knowledge Feedback Feedback is received RKM-KAM-Feedback Watch List subscriber
Knowledge New Article Article is created RKM-KAM-NewArticleCreated Article Assignee, Watch List
subscriber
Knowledge Review Required Article review is required RKM-KAM-ReviewRequired Article Assignee
Knowledge Changed Article is edited RKM-KAM-ArticleChanged Watch List subscriber
Knowledge Status change Article status is changed RKM-KAM-StatusChanged Article Assignee, Watch List
subscriber
Note
When you click New Version to create a new version of an existing knowledge article, the Knowledge Changed
event is triggered along with Knowledge New Version. As a result, two separate notifications are generated.
Watch List notifications

The Watch List enables users to subscribe to an article in the Watch List. The recipients of the notification messages are
the article owner, article assignee, and users who are subscribed to this article. BMC Knowledge Management scans the
RKM:WatchList forms and sends notifications to the recipients who are relevant for the current article.
BMC Knowledge Management supports the following Watch List modes:

User of a specific article
User of a group of articles (grouped by categorization)
Support Group users of a specific article
Support Group users of a group of articles (grouped by categorization)
For more information, see Using watch lists (see page 241).
Related Topics
Receiving notifications about changes
Disabling notifications
Perform the following process to disable the notification functionality for all articles and all users:
To disable notifications
Application Configuration, and click Open.
3. Enter the Company you are configuring in the Company field, and click Search.
4. In Knowledge Article > Notifications select Disable.
5. Click Save.
Creating notifications
You can configure approval server notifications to be delivered by email, by using the user's default notification
mechanism, or by workflow. To create an approval notification, use the following procedures:
Verify that the events for which you want the approval server to send notifications are enabled in the AP:Admin-
ServerSettings form. If notifications are not enabled on this form, they are not sent regardless of other approval
server settings. See Working with the AP-Administration form.
Configure the approval server to send approver notifications by using the procedure Defining an email
notification.
Configure the delay before escalations when no activity occurs by using the procedure Creating signature
escalations.
Configure notifications for More Information requests by using the procedure Creating More Information
escalations.
Configure email notifications with quick links in the email content by using the procedure Approval notification
through email.
For more information, see the following topics:
Setting notifications for approval events
Setting escalations for approval events

Defining an email notification
Creating workflow-based notifications
Enabling localization
If you are using a locale other than English, you must denote that BMC Remedy Action Request System is ready for
localization, meaning that objects with Field ID 160, for example, account menus, are taken into account when
information is retrieved.
Note
If you select additional locales in addition to English, the installer automatically enables the Localize Server
option.
To enable localization
1. From the IT Home page, open the AR System Administration Console.
2. In the AR System Administration Console, go to the System > General > Server Information section.
3. In the Advanced tab, select the Localize Server option.
Setting the tenancy mode

The value that you select in the Tenancy Mode field on the System Settings form determines whether the Company field
on various forms defaults to a single company or whether users must always select the appropriate company from the
field.
BMC Remedy ITSM Suite is installed with Tenancy Mode field set to Multi-Tenancy. If you have changed this field to
Single-Tenancy, complete the following steps to change the value back to Multi-Tenancy.
Note
In the BMC Remedy ITSM Suite applications, the multi-tenancy feature is always available regardless of the
Tenancy Mode setting.
To set Tenancy Mode to Multi-Tenancy
2. From the Application Settings list, select Foundation > Advanced Options > System Configuration Settings -
System Settings, and then click Open.
The Systems Settings form is displayed.
System Settings form

3. In the Tenancy Mode field, select Multi-Tenancy.
4. Click Save.
Related topics
Multi-tenancy
Configuring the default web path

To ensure that users can access the application from a browser, complete the following steps.
To configure the default web path
2. Click System > General > Server Information> Advanced tab.
3. Enter the path to the mid tier in the Default Web Path field, per this format:
http://<midTierServer>:<portNumber>/arsys
Changing the database schema sort order

The Schema Sort form enables you to customize the sort order of BMC Remedy AR System forms for your database.
This form is used primarily during installation to select the sort order of forms according to the kind of database that
you have installed.
Note
If you are using a Microsoft SQL Server or Sybase database, you do not need to perform this procedure; the
BMC Remedy AR System database is installed ready to be used by these database types.

To customize the database sort order
2. From the Application Settings list, choose Foundation > Advanced Options > System Configuration Settings -
Application Database Sort Order, and then click Open. The Schema Sort form appears.
Schema Sort form
3. Search for all records. To do this, enter % without specifying any search criteria and click Search .
4. Set the custom sort order options.
Note
The default sort order options can be used in most cases.
5. In the Functions area, select the Sort Order Type. Select MSSQL, Sybase, Oracle, DB2, or Informix option.
6.
6. Click Modify All.
7. In the message box that appears, click Yes to confirm.
Note
You will see the changed sort order after you restart BMC Remedy AR System server.
Configuring the BMC Remedy Notification Engine threads count

You can improve performance by changing the Escalation server threads count.
Recommendation
To take advantage of the optimized Notification Engine workflow, change the Escalation Max Threads count
from the default value of 1 to 3.
To modify the Escalation server threads count
2. Choose System > General > Server Information.
3. Click the Ports and Queues tab.
4. Select the record for the Escalation type.
5. Click in the Min Threads cell, and change the value to at least 1.
6. Click in the Max Threads cell, and change the value to at least 3.
7. Click OK.
Changing the time zone

If you have been given Administrator permissions, you can change the default time zone in the application for your
application server. It is specified by a value of Yes in the Server Timer Zone field on the Time Zone form.
To specify a time zone
1. From the IT Home page, open the Application Administration Console.
2. Click the Custom Configuration tab.
3. Choose Foundation > Organizational Structures > Time zone, and click Open.
4. Click Search to find the time zone where your application server is located.
5.
5. Select your time zone from the results list.
6. To make the selected time zone the default, select Yes in the Server Time Zone field.
7. Click Save.
Upgrading
The BMC Remedy ITSM Suite Deployment online documentation provides instructions on how to install and upgrade
the components in the BMC Remedy IT Service Management (ITSM) Suite, which includes the following:
Platform components: BMC Remedy Action Request (AR) System components and BMC Atrium Core
components
Application components: BMC Remedy ITSM core components, BMC Service Request Management, BMC Service
Level Management, and BMC Remedy ITSM Process Designer
The following graphic illustrates scope and the contents of this online documentation.
Go to the following sections in the BMC Remedy ITSM deployment documentation for details.
Planning the deployment
Preparing
Installing
Upgrading
Troubleshooting
Related topics
BMC Remedy with Smart IT installing
BMC Remedy with Smart IT upgrading

BMC MyIT installing
BMC MyIT upgrading
BMC Remedy Single Sign-On installing
BMC Remedy Single Sign-On upgrading
Integrating
BMC Remedy AR System integrations allow BMC Knowledge Management to communicate and share data with the
following applications:
BMC Service Desk
BMC Service Request Management
Both BMC Service Desk and BMC Service Request Management provide the ability to search the knowledge base directly.
BMC Service Desk provides the additional ability to create knowledge articles directly from the Incident Management
Console and the Problem Management Console.
Integrating with BMC Service Desk

The following topics are relevant to using BMC Knowledge Management with BMC Service Desk:
Creating knowledge articles through BMC Service Desk (see page 188)
Using knowledge search to resolve incidents and investigate problems (see page 239)
Creating a relationship with a BMC Service Desk record (see page 210)
Categorizing documented resolutions (see page 206)
Integrating with BMC Service Request Management

The following topics are relevant to using BMC Knowledge Management with BMC Service Request Management:
Using knowledge search to resolve requests (see page 240)
Tagging a knowledge article as a favorite (see page 249)
Using
This section contains information about using the BMC Knowledge Management product.
This section includes scenarios that are examples of processes or approaches that BMC has identified as the most
effective way to use certain features.
A fictional company named Calbro Services helps explain how BMC 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 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 Calbro Services company example.
The following sub-sections are provided:
Accessing and navigating the interface (see page 164)
Using the Knowledge Management Console (see page 174)
Creating and publishing knowledge articles (see page 181)
Revising knowledge articles (see page 219)
Submitting a cancellation request (see page 220)
Managing broadcasts (see page 228)
Using watch lists (see page 241)
Managing update requests (see page 244)
Sending a knowledge article by e-mail (see page 247)
Submitting and viewing feedback (see page 249)
Tagging a knowledge article as a favorite (see page 249)
Using Global Search (see page 249)
Working with the KCS template (see page 252)
Accessing and navigating the interface

This section provides the following information:
Accessing the BMC Remedy ITSM Suite applications (see page 164)
Navigating the interface (see page 165)
Accessing the BMC Remedy ITSM Suite applications

This section describes how to start the BMC Remedy IT Service Management suite of applications from your browser
and navigate through the application.
To log in and access the BMC Remedy ITSM Suite applications
1. Type the following URL into your browser:

http://<webServer>:<port>/arsys/shared/login.jsp
<webServer>: Fully qualified name of the BMC Remedy Mid Tier system, specified in the format
server_name.company.com.

1.
<port>: (Optional) Port number (required if the web server is not on the default port)
2. In the User Name and Password fields of the Welcome page, enter your user name and password.
3. Click Login. The IT Home Page opens.
Note
The IT Home page opens by default, however, system administrators can configure another home page
to open, instead.
Navigating the interface

The following topics provide a description of the BMC Knowledge Management user interface:
IT Home page (see page 165)
Navigating consoles, forms, and modules (see page 168)
Status groups and types (see page 171)
Status transition workflows (see page 173)
IT Home page
When you start the BMC Remedy IT Service Management Suite, the IT Home page displays the Overview console by
default. However, you can set up what you want to see on the IT Home page. If you are a system administrator, you can
configure the page for all users. Otherwise, you can configure your own user ID to see your views.
The following figure illustrates the functional areas of the IT Home page.
IT Home page and its functional areas

The following table describes each of the functional areas of the IT Home page.
Functional Purpose
area
Home page header
Logout Click Logout to exit the application.
Breadcrumb The breadcrumb bar helps you keep track of the records you are viewing and helps with navigation. For more information about
bar breadcrumbs, refer to Navigating consoles, forms, and modules.
Global search Type in a word or a phrase in the search area, and the application will search across multiple forms for records that match your input. For
more information about global search, refer to Using Global search.
Navigation pane
Application Depending on your permissions and other installed applications, the following links are displayed. Use them to open consoles for applications
menu as well as consoles for other features.
Quick Links

Functional Purpose
area
AR System Administration
AR System Sample Application
Administrator Console
Analytics
Asset Management
Atrium Core
Atrium Integrator
Change Management
Change Management Dashboard
Contract Management
Data Management
Foundation Elements
Incident Management
Knowledge Management
Problem Management
Process Designer
Product Catalog
Release Management
Requester Console
Return On Investment
Service Level Management
Service Request Management
Task Management
Virtual Agent
Note: When you run your mouse over the applications, you see a second menu. You can select one of those options to go directly to
a form. For example, roll over Change Management and select Change/Release Calendar. The Calendar screen appears.
Configuration Use these buttons to configure your panel display.

Buttons
Overview
console
Company and These fields combine to provide a way to indicate the company name and the assigned-to categories filtering the records in the Console List
View By table.
Refresh This button refreshes the data in the table.
Preferences This button allows you to set preferences for the console list table. You can remove columns, set refresh intervals, reset and save your
preferences.
Console List This table lists the different types of requests.

table

Configuring the IT Home page

You can configure the IT Home page to display information of your choice. For example, Bob Baxter is the Manager for
payroll at Calbro Services. He likes to keep track of all potential problems, changes, and incidents pertaining to his
department. He also tracks software license contracts so that he knows which ones are about to expire. Bob configures
his panels to display all the information he is looking for, as follows:
Asset Management > Contracts About to Expire in 90 Days
Change Management > All Open Changes with Extensive Impact
Incident Management > All Open Incidents with Extensive Impact
Problem Management > All Open Problems by Status and Priority
To add or delete panels

You can specify how many panels to display on your IT Home page up to a maximum of four panels.
1. In the IT Home page, click the button.

Four panels appear.
2. To delete a panel, click the button on the panel.
To configure panels
You can select what to display on your IT Home page.
Note
You can configure your panels only with options for which you have permissions.
1. In the panel, click the Show list and run your cursor over the list of options.
2. From the list of work areas for each option, select the one to display (for example, Asset Management > Software
Certificates).
The panel displays your selection.
3. Repeat steps 1 and 2 for your other panels.

To change display on a panel, click the button to display the Show list, and make another selection.
4. Click the button to save your IT Home page.

A dialog box confirms that your customized layout has been saved.
5. Click OK.
When you next log on, you will see your saved IT Home page.
Note

When displayed from the IT Home page, the Incident console and the Overview console display all
incident requests that are assigned to and that are owned by the person currently logged in, even
when the person's Incident Management application preferences are configure to show only incidents
that are assigned to that person. In the situation described in this note, the application preferences
apply only when viewing the incidents from within the Service Desk application.
To expand and collapse panels
1. In the panel, click the button.

The panel collapses.
2. In the panel, click the button.

The panel expands to its original size.
To restore a default IT Home page view
1. In the IT Home page, click the button.

A dialog box informs you that the default layout for this page will be brought back.
2. Click OK to proceed or Cancel to retain your current layout.

If you click OK, the panels on the IT Home page disappear and the Overview Console is displayed.
To hide or show the navigation pane

In the IT Home page, click the Applications button to hide or show the navigation pane.
Customizing and using the IT Home page video
Disclaimer
current.
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 Knowledge Management are:
All Knowledge Articles
Knowledge Management (KM) Console
Navigating consoles, forms, and modules
This topic 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.

Note
If you are working in a hub and spoke environment and open a spoke server record from the hub server, the
spoke server record opens in its own window. Each subsequent spoke server record that you open from a hub
server also opens in its own window. You can open as many spoke server windows as necessary.
Be aware that opening a spoke server record on a hub server can take a little longer than it does to open
records in environments that are not configured for the Hub and Spoke capability. This is because the hub
server must first determine which spoke server to connect to and then open the record in separate browser
window.
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 incident request, the incident request replaces the parent record in the view. If you then open a change request
from the incident request, the change request replaces the incident request in the view, and so on. 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, the BMC Remedy AR System
Approval Central module opens 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.
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.

The breadcrumb navigation buttons and barIf 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.
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 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.

If you are working in a new record that has not yet been saved and open a new child type record (task, activity, CI, and so
on), the system will open a new window automatically to accommodate the new child record. This prevents the
information in the new, unsaved parent record from being lost.
Which consoles, forms, and modules 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 the following consoles, forms, or modules, save the changes to the IT Home page that
you want to keep.
AR System Administration
Administration Console
Service Level Management
Analytics
Service Management Process Model
Status groups and types

Article statuses are divided by status group and type. The types compose the workflow phases. See Status transition
workflows (see page 173) for additional information.
Status groups (see page 171)
Status types (see page 172)
Status groups
The following table presents a description of the status types and divides them into the following groups:
Article status group — Group containing either Published or Not Published articles. Also see Managing knowledge
article visibility (see page 203).
Status bar group — Group of similar statuses that is displayed on the status bar.
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

Article status group Status bar group Status type
Optional Review 2
Publish Approval
Published Published Published
Retire Approval
None Closed Closed Version
Retired
Cancelled
Status types
The following table provides a description of article status types.
Note
The following information applies to all review statuses:
Only the assigned reviewer and Knowledge Admin can update an article.
Members from the reviewer's support group can assign an article to themselves.
Reviewers can add an update request and edit an article.
Status Description
type
In 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
Progress 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 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:
Review
Another review status for additional review
Publish Approval status (only if the reviewer is a member of the support group)
Optional Additional, optional review status that is subsequent to the SME Review status. A reviewer reviews and edits the article, and promotes it to either
Review 1 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 Additional, optional review status that is subsequent to the SME Review or Optional Review 1 status. A reviewer reviews and edits the article, and
Review 2 promotes it to Publish Approval. By default, Optional Review 2 is intended for proofreading.
Note: The name of this status is configurable.
Publish Mandatory status before being Published. The article is sent for approval pending publication.
Approval

Status Description
type
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 Configuring approvals
(see page 140).
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 Mandatory status before being Retired. The article is sent for approval pending its retirement.
Approval
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
Configuring approvals (see page 140).
Retired The article is no longer relevant for use but remains searchable.
Closed An earlier version of an article that is not searchable. This status is automatically assigned when a new article version is created and becomes
Version Published.
Cancelled The article is no longer usable or searchable, however, it is not deleted from the database. Cancelled status is displayed as an item on the Status
drop-down list to Knowledge Admin users only. Administrators can also filter for cancelled articles in the KM Console. For more information, see
Managing knowledge article visibility (see page 203). 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.
For more information, see Submitting a cancellation request (see page 220).
Status transition workflows

The following table presents the pre-configured default status transition workflows that are available in accordance with
user roles and permissions. Status transitions are configurable parameters and you can customize them, as required.
For more information about configuring status transitions, see Adding status transitions (see page 148).
Status transition workflows
Status From/To In Draft SME Optional Optional Publish Published Retire Retired Canceled Closed
Progress Review Review 1 Review 2 Approval Approval Version
In Progress x
Draft x x x x x
SME Review x x x x
Optional Review 1 x x x x
Optional Review 2 x x x x
Publish Approval By approval
Published x
Retire Approval By approval
Retired
Cancelled

Status From/To In Draft SME Optional Optional Publish Published Retire Retired Canceled Closed
Progress Review Review 1 Review 2 Approval Approval Version
Closed Version
Notes
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.
When you change the status of an article from In Progress to Cancelled, the article is deleted. This
feature helps to delete an article that is created mistakenly and not needed anymore.
Using 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 organization's knowledge base.
Functional areas of the Knowledge Management Console (see page 174)
Managing custom searches (see page 178)
Modifying your profile (see page 180)
Receiving notifications about changes (see page 180)
Functional areas of the Knowledge Management Console

The following figure illustrates the functional areas of the Knowledge Management Console.Knowledge Management
Console and its functional areas.

The following table presents the functional areas of the Knowledge Management Console and describes what you can do
in each area. Knowledge Management Console functional areas.
Notes
Data is automatically refreshed each time you make a different selection of one or more articles.
Knowledge Management Console displays only the knowledge articles for which the logged in user is
Assignee or Owner, however, the Overview Console displays all the actionable knowledge articles for
that user.
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.
Show Select the articles you want to display in the articles table. Available options are:
All — Displays all the articles.
Submitted By Me — Displays articles you submitted.
Assigned To Me — Displays articles that are assigned to you and owned by you.
Assigned To My Selected Groups — Displays articles that are assigned to the support groups you select in the
dialog box that opens.

Assigned To All My Groups — Displays articles that are assigned to all the support groups in which you are a
member.
Watch List — Displays articles that you added to your watch list.
Filter By Filters the displayed articles as you specified in the Show field according to the selected filter. You can use predefined
filters, under Defined Searches, or you can create your own custom filters by clicking the icon.
By Status — Select the status of articles for display. See Status transition workflows (see page 173) for more
information.
By Update Request — Select the articles for display by update requests with Not Published or Published status.
Enables you to define, edit, save, and delete custom filters. See Managing custom searches (see page 178) 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 Progress — All articles that are In Progress status, for which you are the owner or assignee.
Update Requests — All Not Published and Published articles with new or In Progress update requests that are
pending for you.
In Review — All articles that have any of the review statuses.
Functions Use the links in this area to perform the following actions:
New Article — Select the appropriate template to create an article. See Creating a knowledge article (see page
185) for more information. This functionality is identical to using the Create button.
Search Knowledge — Opens the Search page, from which you can search the knowledge base for articles.
Watch List Rules — Opens the Watch List Rules page. See Using watch lists (see page 241).
My Profile — Opens your personal profile record for setting your profile. See Modifying your profile for more
information.
Application 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.
View Broadcast , or New Click this link to open the broadcast dialog box, from where you can view, create, modify, and delete broadcasts. When
Broadcast
there are unread broadcast messages, this area displays the icon followed by the number of new messages. For
more information on broadcasting messages, see Managing broadcasts (see page 228).
Knowledge table panel
View Opens the selected article.
Create Opens the Create Knowledge page, where you create an article. This functionality is identical to using the New Article
link. For more information, see IT Home page (see page 165).
Delete Enabled only for In Progress articles and for articles with no life.

(Service Pack 1 for version 9.1.00 and later) The Delete Article functionality is disabled for external articles to ensure that
articles in Published status are not deleted.
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:
Assign to group member — Reassigns the selected article to another member of the group.
Assign to me — Reassigns the selected article to yourself.
Add to Watch List Adds the selected article to your Watch List, for monitoring. When you are viewing the Watch List, the Company and
View By fields are disabled.
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 ID — ID number of an article, which is automatically generated during the article creation.
Title--Title of the article.
Source Name — Name of the template used for the article.
Status — Current status of the article.
Assignee — Current assignee to the article.
Modified Date — Last date on which the article was modified.
Update Requests — Denotes 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:
Author — Name of the article author.
Create Date — Date of article creation.
Assigned Group — Name of the group to which the current assignee belongs.
Keywords — Keywords that are defined for the article.
Source Name — Name of the source template that the article uses.
Article Version — Current version of the article.
Update Requests table Displays the update requests associated with the selected article. This table contains the following columns, by default:
Type — Type of work required by the assignee.
Summary — Brief description of the update request.
Status — Current status of the update request.
Submitter — Name of the user issuing the update request.
Article Version — Version 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 Managing update requests (see page 244) for more information.
Select an item in the Update Requests table and click View or double-click the selected item.

Recommended practice examples

This section contains common use cases for working with the Knowledge Management Console.
Task and action Explanation
Allen Allbrook, a service desk analyst with Calbro Systems, is As a support user, Allen can accomplish the majority of his tasks through the
performing his daily routine. This includes checking for knowledge Knowledge Management Console. He can perform the following actions:
articles assigned to him, monitoring other articles on which he has
provided feedback, and looking for additional input and approvals. Search for articles that are assigned to him
Organize the articles assigned to him, by a specific company, by a group to

which he belongs, or by status, article ID, review dates, and so on
View article details in the Article Details list below the Knowledge table
View update requests associated with an article in the Update Request table
Open an article or update request by double-clicking the item, to perform

any actions on the item itself
Perform actions that 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.
Managing custom searches
You can define and save custom searches in the application consoles. Custom searches using advanced qualifications
allow you to create searches with very specific search criteria, which you can save for reuse. After you save the custom
search, it appears in the My Searches list of the Manage My Searches dialog. It is also listed in My Searches list under the
Filter By field.
Note
The My Searches options is listed only after a custom search is defined.
This topic contains the following information:
To define a custom search (see page 179)
To edit or delete a custom search filter (see page 180)

To define a custom search
1. At the top of the console, click the icon beside the Filter by field.
2. On the Manage My Searches dialog, in the Search Name field type a name for the search.
3. Click Build Search Qualification to open the Advanced Qualification Search Builder dialog box, and then define
the search qualification.
4. From the Keywords or Fields selection boxes, select the keywords or record fields on which you want to search.
5. To insert operators (+, =, >,<, and so on), click the appropriate operator button. Place literal values between
double quotation marks:
'Urgency' = $NULL$
'Priority' = "High"
Example
If Allen Allbrook is performing an incident request review and he needs to search for incident requests that
meet the following criteria:
Impact => 2-Significant/Large or 1-Extensive/Widespread
Service = Payroll Service
('Impact' = 2-Significant/Large" OR
'Impact' = "1-Extensive/Widespread")
AND 'Service' = Payroll Service" AND
'Last Resolved Date' >= 07/19/2008"
To search for articles where Business Service = Payroll Service:
'Business Service' ="Payroll Service" AND

'Last Resolved Date' >= "07/19/2010"
6. Click Select to close the Advanced Qualification Builder, and then click Save.
7. Close the Manage My Searches dialog box.

The search appears in the My Searches list of the Filter by field.

To edit or delete a custom search filter
1. At the top of the console, click the icon beside the Filter by field to open the Manage My Searches dialog
box.
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.
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 Configuring people information .
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 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 the following table.
Notification event list
Notification event Description Recipients
Knowledge Assignment Article assignment changes Article Assignee

Notification event Description Recipients
Knowledge Ownership Assignment Article ownership changes Article Owner
Knowledge Cancel Request Request to cancel an article is sent. Article Assignee Watch List subscriber
Knowledge Cancel Rejection Request to cancel an article is rejected. Article Assignee Watch List subscriber
Knowledge Retire Rejection Request to retire a published article is rejected. Article Assignee Watch List subscriber
Knowledge Publish Rejection Request to publish an article is rejected. Article Assignee Watch List subscriber
Knowledge New Version New version of a published article is created. Watch List subscriber
Knowledge Update Request Update request is received. Article Assignee Watch List subscriber
Knowledge Expiration Date Number of days before article expiration is sent out (as configured). Article Assignee Watch List subscriber
Knowledge Feedback Feedback is received. Watch List subscriber
Knowledge New Article Article is created. Article Assignee Watch List subscriber
Knowledge Review Required Article review is required. Article Assignee
Knowledge Change Article is changed. Watch List subscriber
Knowledge Status Change Article status is changed. Article Assignee Watch List subscriber
Knowledge Auto Retire Request to change the article status to Retired is auto-approved Article Assignee Watch List subscriber
Creating and publishing knowledge articles

This section includes information about the knowledge article lifecycle, spanning from the creation of a new knowledge
article to its publication.
Knowledge article functional areas (see page 181)
Creating a knowledge article (see page 185)
Managing knowledge article metadata (see page 203)
Editing a knowledge article (see page 212)
Changing the status of a knowledge article (see page 213)
Assigning a knowledge article (see page 213)
Reviewing a knowledge article (see page 215)
Managing knowledge article approval requests (see page 215)
Knowledge article functional areas

BMC Knowledge Management displays knowledge articles in two views depending on where you opened the article:
Display view — When you open articles from search results, the article and the non-role related article metadata
that can be viewed by all users is displayed in read-only 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.
Article in Display view

Click the following figure to expand it
Advanced view — When you open articles from the Knowledge Management 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.
Article in Advanced view

Click the following figure to expand it
The following table describes the functional areas of a knowledge article, and what you can do in each area.
Knowledge article functional areas
Functional Purpose
area
Header (top of page)
Quick Allows you to perform one of the following actions on the article:
Actions
Assign to Me — Reassigns the article to yourself.
Auto Assign — Assigns the article according to the specified assignment method. See Assigning a knowledge article (see page 213).
Create Relationship — Opens the Article Relationship Search dialog box that lets you search for articles and relate them to the open
article. See Managing knowledge article relationships (see page 208).
Search for Duplicates — Performs a search for existing knowledge articles with similar titles. The search covers knowledge article
content, in addition to the title.
Article Visibility — Opens the Article Visibility dialog box that lets you add visibility groups to the knowledge article. See Managing
knowledge article visibility (see page 203).
Status Displays the article workflow in a series of color-coded tabs, where green denotes the status of the currently selected article. Each tab
Transition represents subgroups of not published and published articles. The green tab contains a drop-down list with available status transition options.
bar The workflow contains the following tabs:

Functional Purpose
area
In Progress — Initial 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.
Draft — The first status in the workflow that allows Knowledge Admin users and the article assignee to view the article draft.
In Review — Typically the next step in the knowledge article life cycle, during which the article is reviewed by SMEs. In addition, 2 optional
review statuses are provided by default, but you can configure more.
Published — The step in the article life cycle during which the article is visible to all viewers who have the necessary permissions to
access the article.
Closed — This status is assigned automatically when you create a new version of an article. Articles with this status cannot be accessed
by performing a search.
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 Details tab
of knowledge article.
For more detailed information, see Status groups and types (see page 171).
Title Displays the title of the article.
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 Functions > Revisions.
Authoring Enables the author to add comments and explanations about the article.
Notes
Diary History — Displays the history of all the notes that were written for the article.
Diary Editor — Area 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, click Functions > Authoring Notes link.
Content 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. Use the
tab View HTML Source check box to toggle between rich text and HTML coding in the text boxes.
Note: The following limitations apply to the HTML authoring feature:
The HTML editor appears as a popup dialog when you select the rich text field that you want to edit. If you click outside the work area on
the knowledge article console, the popup dialog closes. To access the HTML editor again, you must select a different rich text field before
returning to the one that you want to edit. This also applies if you click the Close button in the popup dialog box.
If you launched the HTML editor dialog box by clicking the button at the top right corner of a text field, the rich text editor dialog box
opens when you close the HTML editor dialog box
Details Displays the following information in the View or Modify mode:

tab
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.
Company — Designates the company for which the the article is intended. This information is used as metadata to increase search
accuracy, and does not affect access restrictions.
Author — Name of the person who wrote the article.
Keywords — Keywords for the article, separated by a space.
Region — Geographic area.
Site Group — Subdivided region.
Site — Individual location within a subdivided region.
Article Language — Language that is defined for the knowledge article. This field is purely for informational purposes, and does not affect
the spell checker function of the rich text editor.
Business Service — As configured by your administrator.

Functional Purpose
area
Internal Use — Defines whether the article is displayed for all users or only for users who are defined as internal.
Note: Internal users are users with any Knowledge related permissions, and the assignee group of the article.
Article Attachments — Files attached to the article. See Adding and deleting attachments (see page 181) for more information.
Assigned Groups — Groups to which the article assignee is assigned. See Assigning a knowledge article (see page 213).
Assignee — Person to whom the article is currently assigned.
Status — Current status of the article. You can change the article status using either this field or the Status Transition bar in the header.
Information tabs
Update Requests — Use to create and view update requests for the current displayed object. See Managing update requests (see
page 244) for more information.
Categorizations — Defines 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. For more information, see Categorization.
Resolution Categorizations — Defines up to three hierarchical levels of resolution categories and product resolution categories
(available values depend on the value selected for the previous tier), and the Company, Product Name, Model/Version, and
Manufacturer information, in a knowledge article. For more information, see Categorizing documented resolutions (see page 206)
.
Relationships — Displays a list of the relationships that exist for the current article. See Managing knowledge article relationships
(see page 208) for more information.
Date/System— Displays information about the system, article owner, and source.
Submitter — Name of the person who submitted the article.
Submit Date — Date on which the article was submitted.
Last Modified By — Person who last modified the article.
Modified Date — Date on which the article was last modified.
Owner Group — Support group from which you can select an Owner for the knowledge article. Does not affect article visibility.
Owner — Name of the person who owns the article; can be the author or another user. The owner's access limitations depend on
their assigned functional roles and permissions. BMC recommends that you assign knowledge article owners the necessary
permissions to manage the lifecycle of knowledge articles.
Article Form — The form that was registered in BMC Knowledge Management.
Source Name — Name of the source that was chosen for this article form.
Article Expiration Date — Records the intended date for retiring the knowledge article. This field is not currently associated with
any workflows. For information about creating your own workflow, see Defining workflows to automate processes.
Review Date --- Next date on which the article is to be reviewed. For more information, see Scheduling reviews (see page 212).
Last Review Date— Date 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 is created. Only
Knowledge Admin users can edit these fields after article creation.
Exception: If the creator of a new knowledge article has only the Knowledge Submitter permission, the Owner Group and Owner
field values are set automatically when the article status changes to Draft.
In such cases, the Owner field displays the name of the automatically selected article assignee, because you must have either the
Knowledge User permission or the Knowledge Admin permission to become the owner of a knowledge article.
Feedback — Users 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. For more information, see Submitting and viewing feedback (see page 249).
Navigation pane (left side) — Displays key information and provides search filters.
Functions Displays links for performing the following tasks:

section
Add to Watch List — Adds the selected knowledge article to your Watch List, for monitoring. See Using watch lists (see page 241).

Functional Purpose
area
Request Cancellation — Displayed 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 Article — Displayed only for In Progress articles and for articles with no life cycle.(Service Pack 1 for version 9.1.00 and later) The
Delete Article functionality is disabled for external articles to ensure that articles in Published status are not deleted.
Recall Cancellation — Deletes a cancellation request.
Article Visibility --- Displays the Visibility Groups dialog box, which allows you to view visibility groups assigned to the article and assign or
delete visibility groups. See Managing knowledge article visibility (see page 203).
Revisions — Displays the Article Revisions table, which contains the revision history of the current article. For more information, see
Revising knowledge articles (see page 219).
History — Displays the Article History table, which contains the history of the current article. For more information, see Viewing a
knowledge article's history (see page 211) for more information.
Additional Categories — Enables you to create additional metadata for the knowledge article. For more information, see Managing
additional categorization (see page 207).
Consoles Provides links to the IT Home page, Knowledge Management console, and Reports.
section
Bottom of Click the appropriate button to perform the following tasks for an article:
page
Save — Saves the changes made to the article content, and details.
Modify — Open 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.
Use — Indicates that you found the article content useful. After you click Use, this option becomes disabled. See for more information
Using search results (see page 241).
Relate — Creates a relationship between the knowledge article and an Incident that you had been viewing. Appears only when you access
the knowledge article by clicking Search Knowledge Base from an Incident, Problem, or Known Error.
Email — Opens the Email System page, from which you can send the article in an e-mail message. See Sending a knowledge article by e-
mail (see page 247) for more information.
Mark as Reviewed — Indicates that you have reviewed the article, and the Last Review Date field becomes populated with the review
date.
Preview — Displays a preview of the knowledge article.
Close — Closes the window. Appears only when you open a knowledge article from the Knowledge Search console, where the article
opens in a separate window, and there is no breadcrumb bar to navigate within the console. When you open a knowledge article from
the Knowledge Management Console, the Close button does not appear because you can navigate within the console using the
breadcrumb bar.
Creating a knowledge article

This section includes information about authoring knowledge articles directly in the Knowledge Management Console,
and through the consoles of integrated BMC Remedy ITSM Suite applications. BMC Knowledge Management currently
shares data via integration with the following applications:
BMC Service Desk (includes Problem Management and Incident Management)
BMC Service Request Management
Knowledge article templates (see page 186)

Creating an article in the Knowledge Management Console (see page 187)
Creating knowledge articles through BMC Service Desk (see page 188)
Creating a decision tree (see page 191)
Formatting knowledge article text (see page 193)
Inserting hyperlinks (see page 199)
Inserting images (see page 201)
Creating lists (see page 202)
Knowledge article templates

Templates provide structure to your knowledge articles and include useful features such as a rich text editor and support
for multimedia content. You must select a template before you can create a new knowledge article.
BMC Knowledge Management provides the following out-of-the-box knowledge article templates:
Decision Tree — Use this template to create knowledge articles that provide aid in making decisions while
performing tasks. This template does not support rich text.
How To — Use this template to create knowledge articles that provide step-by-step instructions to complete a
task.
Known error — Use this template to create knowledge articles that provide root cause information and
workarounds for a known issue.
Problem Solution — Use this template to document a resolution for a problem after identifying the root cause
during a problem investigation.
Reference — Use this template to create an information resource.
KCS template — This template is structured according to the Knowledge Centered Support (KCS) article
definition. Use this template to create knowledge articles that provide the problem; environment information
such as hardware, software and so on; resolution of the problem; and the underlying cause. For more
information, see Working with the KCS template (see page 252).
Notes
Articles created using any template, except the KCS template, are fully functional in the BMC
Knowledge Management application. You can create articles and perform all actions on articles
except KCS articles by accessing the BMC Knowledge Management application through BMC
Remedy Mid Tier.
To work with KCS articles, you must have BMC Knowledge Management 9.1.00 or higher and
Smart IT 1.3 or higher installed on your system. The KCS articles are fully functional in Smart IT.
From the BMC Knowledge Management application, you can only search for and relate to KCS
articles.

The KCS template is a ready-to-use template that is structured according to a sample template
defined by the KCS framework. However, you can use any knowledge template to perform the
KCS-defined knowledge management functions.
Creating an article in the Knowledge Management Console

Creating an article in the Knowledge Management Console
Creating a knowledge article requires the Knowledge Submitter, Knowledge User, or Knowledge Admin permission. For
more information about these permissions, see User permissions (see page 63). To learn about the roles that are
associated with these permissions, see Functional role (see page 75).
Note
In addition to the necessary permissions, the Assignment availability option in your People record must be set
to Yes for you to be able to create new knowledge articles.
This topic applies only to the How To, Known Error, Problem Solution, and Reference templates. For information about
creating a Decision Tree article, see Creating a decision tree (see page 191).
Perform the following steps to create a new knowledge article in the Knowledge Management Console.
To create a knowledge article in the Knowledge Management Console
2. Under Functions, click the Create icon, or click New Article.
3. In the Create Knowledge dialog box, select the required template from the list and click Create.
For more information, see Knowledge article templates (see page 186).
4. In the Content tab of the Knowledge article page, enter the appropriate information in the rich text fields.
a. You can type directly into a field, or you can click the edit icon at the top right corner of the field to view
the rich text editor with expanded functionality. Some fields have an internal editing toolbar, which you
can open by double-clicking inside the text box. For more information about using the rich text editor,
See Related topics (see page 188).
b. You can also use the View HTML Source option to toggle between entering rich text and HTML code in
the text boxes.
The page Knowledge article functional areas does not exist.
5. Assign the article to a user.

For more information, see Assigning a knowledge article (see page 213).
6. Assign the article to a visibility group. For more information, see Managing knowledge article visibility (see page
203).

6.
Note
If you do not specify a visibility group, the article will be visible only to the Author, the Assignee, and
others members of the support group that the Assignee belongs to.
7. Click the Details tab, and enter the necessary information to add metadata to the article.
For more information, see Managing knowledge article metadata (see page 203).
8. (Optional) Click the Search for Duplicates link in the Quick Actions menu to perform a search for knowledge
articles that have similar titles or content.
9. (Optional) Click Preview to see what the knowledge article will look like when it is published.
10. (Optional) Add the article to your watch list, if you want to monitor it. For more information about watch lists,
see Using watch lists (see page 241).
11. (Optional) If you are ready, promote the knowledge article from the In Progress status to the Draft status.
On the Status Flow Bar, click the drop-down menu in the highlighted In Progress segment, and select Draft. The
In Progress segment of the Status Flow Bar should appear highlighted.
12. Click Save.
Related topics
Creating knowledge articles through BMC Service Desk

This section includes information about creating knowledge articles through BMC Service Desk.
Knowledge management recommendations for support staff (see page 188)
Recording an incident resolution or problem investigation results (see page 189)
Knowledge management recommendations for support staff

Search early and search often! This Knowledge Centered Support (KCS) maxim means that before you create a
knowledge article, you should search the knowledge base to check whether articles on the issue already exist
It also means that you should conduct multiple searches using different criteria, which increases the likelihood that you
will find a match. For complete information about searching for knowledge articles, see Searching for knowledge articles
(see page 231).
Creating a knowledge article when you create an incident request ensures a tighter integration between incident
management and the knowledge base, which is important for good knowledge management.

When you create a knowledge article, be sure to capture the full context of the Incident. This context includes technical
information, such as hardware and software details, and non-technical information, such as what the customer thinks
could be causing the incident and what impact the incident is having on them.
BMC recommends that you use the following information categories when capturing technical information.
Incident — The situation (or question) in the customer's words; what are they trying to do or what is not working.
Capturing the issue in the customer's words is important because other customers are likely to view similar issues
in the same way. If the customer's description is reworded or re-categorized by technical staff after the incident
request is created, it might not be found as a match when searching the knowledge base the next time a similar
issue arises.
Environment — What technology does the customer have? Was anything in the environment changed recently?
Resolution — The steps required to resolve the incident or answer the question.
Metadata — High-level categorization of the article's content aids searchability, maintenance, reporting, and
other processes related to the handling of the article.
Over time, the way that a person who reports an incident remembers and interprets non-technical information can
change. It is important, therefore, to capture non-technical information in a knowledge article early in the incident
handling process. For this reason, BMC also recommends that you create the knowledge article and register the incident
request simultaneously. Even if the incident resolution is not yet known, you can start the knowledge article and then add
resolution information later. This ensures that known details are captured and are available to others who might be
working on the same or a similar incident request. By always creating incident requests and knowledge articles
simultaneously, you also ensure that knowledge articles become an integral by-product of incident registration.
Recording an incident resolution or problem investigation results

If you have installed both BMC Knowledge Management and BMC Service Desk, you can create knowledge articles to
describe incident resolutions, or describe the results of a root cause analysis. This information could be useful to
subsequent users who encounter or analyze the same or similar issues and problems.
For recommendations about using BMC Knowledge Management to capture and share information, see Related topics
(see page 191).
Note
Creating a knowledge article requires the Knowledge Submitter, Knowledge User, or Knowledge Admin
permission. For more information about these BMC Knowledge Management permissions, see User
permissions (see page 63).
In addition, the Assignment availability option in your People record must be set to Yes.
To create a knowledge article from a BMC Service Desk record
1. Open the BMC Service Desk record for which you want to create a knowledge article.
2. Click Functions > Create Knowledge to create a new knowledge article.
3.
3. In the Create Knowledge dialog box, select the required template from the list and click Create.
For more information, see Knowledge article templates (see page 186).
4. In the Content tab of the Knowledge article page, enter the appropriate information in the rich text fields.
a. You can type directly into a field, or you can click the edit icon at the top right corner of the field to view
the rich text editor with expanded functionality. Some fields have an internal editing toolbar, which you
can open by double-clicking inside the text box. For more information about using the rich text editor,
See Related topics (see page 191).
b. You can also use the View HTML Source option to toggle between entering rich text and HTML code in
the text boxes.
Note: The following limitations apply to the HTML authoring feature:
The HTML editor appears as a popup dialog when you select the rich text field that you want to
edit. If you click outside the work area on the knowledge article console, the popup dialog closes.
To access the HTML editor again, you must select a different rich text field before returning to the
one that you want to edit. This also applies if you click the Close button in the popup dialog box.
If you launched the HTML editor dialog box by clicking the button at the top right corner of a text
field, the rich text editor dialog box opens when you close the HTML editor dialog box
5. Assign the article to a user.

For more information, see Assigning a knowledge article (see page 213).
203).
Note
8. (Optional) Click Preview to see what the knowledge article will look like when it is published.
9. (Optional) Add the article to your watch list, if you want to monitor it. For more information about watch lists,
see Using watch lists (see page 241).
11. Click Save.
Note

After creating a knowledge article from an Incident, Problem, or Known Error record, you can click Use or
Relate to form a relation with the article.
If you entered values in the Resolution Categorization tab of a knowledge article that you create from an
Incident record, the same values are copied to the Incident if you click Use.
For more information about relationships between knowledge articles and BMC Service Desk records, and the
Resolution Categorization tab, see Related topics (see page 191).
Related topics
Knowledge management recommendations for support staff (see page 210)
Creating a decision tree

Decision trees are a special type of knowledge article in BMC Knowledge Management. Decision trees enable you to
progress through a series of steps to resolve a problem. When you create a decision tree, you can create branches or
decisions the user makes 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 fields
— just as you do when you create other knowledge article types. You build your tree branches in the decision tree
section of the knowledge article.
To create a decision tree
2. Click the Create icon.
3. In the Create Knowledge dialog box, select Decision Tree from the list of templates, and click Create.
A blank decision tree template appears.
4.
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:
Title — Unable to connect to the internet
Description— What is your operating system?
Note
The decision tree title and the knowledge article title are separate values.
5. Add subdecisions (branches) to build the tree.

When building a tree, you can use the following options
Ctrl + Shift + Enter — Adds a new subdecision.
Ctrl + Shift + Right Arrow/Left Arrow — Moves the subdecision right and left. The indents control how the
tree branches line up, and are useful for both readability and navigation.
Ctrl + Shift + Up Arrow/Down Arrow — Moves the subdecision up and 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.
Note
The Text Field remains non-editable when you view a published knowledge article.
8. Assign the article to a user. For more information, see Assigning a knowledge article (see page 213).
203).
Note
11. (Optional) Add the article to your watch list, if you want to monitor it.
For more information, see Using watch lists (see page 241).

13. Click Save.
Formatting knowledge article text

The rich text editing feature in BMC Knowledge Management provides an editing toolbar that enables you to format text.
When you click in a rich text field, such as Answer, an editing toolbar is displayed. The Title field is the only text field that
does not support rich text formatting and does not display the editing toolbar. You can also click the icon at the top left
of the rich text field to open the rich text editor dialog that displays more formatting options in the editing toolbar.
A new RTF editor is available with BMC Remedy Mid Tier 9.1.03 and can be used even when you have installed earlier
versions of the BMC Remedy AR System, BMC Atrium Core, and BMC Remedy IT Service Management applications.
This section provides the following topics:
The rich text editing toolbar (see page 193)
Adding and removing character formatting (see page 199)
The rich text editing toolbar

The editing toolbar appears when you place the cursor is in a rich text field.
(BMC Remedy IT Service Management 9.1.02 and earlier) Editing toolbar
The editing toolbar contains the functionality listed in the following table, depending on your point of access.
Editing toolbar functionality
Formatting option Function
Font Select the font type from the list. By default, the Font text box displays Font (Unknown). However, you can select and apply a font
from the list of fonts.
Size Use the arrow buttons to increase or decrease the font size.
Bold, italic, and Make the selected text bolded, italicized, or underlined.
underline
Subscript Make the selected text appear as subscript.
Superscript Make the selected text appear as superscript.
Font Color Select the text color from the palette.
Background Color Select the text background color from the palette.
Remove formatting Clear special formatting from the highlighted text.
Show/hide hidden Display or hide formatting elements such as separator lines.

elements

Formatting option Function
Cut, copy, and paste Remove, copy, and paste selected text to and from the clipboard.
Bold, italic, and Make the highlighted text bold, italicized, or underlined.
underline
Alignment Set paragraph to align evenly on the left, center, or right, or enable automatic alignment (Justify).
Paragraph style Paragraph formatting style, including heading tags.
Indent Increase or decrease the selected text's distance from the left margin.
Create an unordered Create a list formatted with bullets.

list
Create an ordered list Create a list formatted with numbers.
Create an HTML link Insert a link to another website or URL.
Insert an image Insert an image into the knowledge article.
Special items Insert special symbols (includes a widget to create a collapsible text box).
Spell checker Perform a spell check on entered text.
Insert a table Insert a table into the knowledge article.
Cell properties Modify the selected table cell's properties, such as text alignment and table border width.
From BMC Remedy IT Service Management 9.1.03 and later, a new RTF editor is available for formatting the knowledge
article text.
Note
The new RTF editor is available with BMC Remedy Mid Tier 9.1.03 and can be used even when you have
installed earlier versions of the BMC Remedy AR System, BMC Atrium Core, and BMC Remedy IT Service
Management applications. For more information about the new RTF editor, see Overview of the Rich Text
Formatting editor .
This topic describes the functions in the RTF editor, available with BMC Remedy Mid Tier version 9.1.03 and later.
List of functions available in RTF editor (see page )
Adding and removing links (see page )
Creating a bookmark (see page )
Adding an image (see page )
Adding a table (see page )
The following table provides the details of the functions that you can perform in the RTF editor:
List of functions available in RTF editor

Function Description Type of editor
Sets paragraph formatting style. Such as, headings, address. Pop-up editor

Function Description Type of editor
Selects the font type and point size from the list. Inline editor
and Pop-up
editor
Selects the text color and text background from the list. Inline editor
and Pop-up
editor
Makes the selected text bold, italicized, underlined, or strikethrough. Inline editor
and Pop-up
editor
Makes the selected text subscript, superscript, and clears formatting. Pop-up editor
Finds and replaces text. Pop-up editor
Increases or decreases the selected text's distance from the left margin. Pop-up editor
Sets the paragraph so that it aligns evenly on the left, center, right, and justifies the text. Pop-up editor
Creates an ordered or an unordered list. Pop-up editor
Inserts a link to any URL, to a bookmark or to an email. The unlink icon removes the Pop-up editor
created link. For more information, see Adding and removing a link (see page 195).
Creates a bookmark in a document that is referred through a URL. For more information, Pop-up editor
see Creating a bookmark. (see page )
Inserts an image into the RTF field. For more information, see Adding an image (see page Pop-up editor
).
Inserts a table into the RTF field. For more information, see Adding a table (see page ). Inline editor
and Pop-up
editor
Adds an expandable section to provide additional information. Pop-up editor
Adds special formatting features, such as a horizontal rule, smiley, and special characters. Pop-up editor
Removes, copies, and pastes selected text to and from the clipboard. Pop-up editor
Removes the last 30 changes made in the RTF editor or reverses the undo action. Pop-up editor
Adding and removing links

You can perform following actions with the Link icon .
Action Procedure Screenshot
Link to a web page
1. Click the link icon.
2. In the Link dialog box, select URL from Link Type.

3.
Action Procedure Screenshot
3. In the URL field type the URL of the web page.
4. Click OK.
Link to a
Bookmark
2. Select Link to bookmark in text from the Link Type in

the Link dialog box.
3. Select the existing bookmark name from the By

Bookmark Name.
4. Click OK.
Link to an Email
message
2. In the Link dialog box, select E-mail from the Link Type
.
3. Enter details such as, E-mail Address, Message Subject

, and Message Body.
4. Click OK.
Click the Unlink icon to remove the links.
Creating a bookmark
Click the bookmark icon to create a bookmark.

1. Select the text in the pop-up editor for which you want to create a bookmark.
2. Click the bookmark icon.
3. In the Bookmark Properties dialog provide a name for the bookmark.
4. Click OK.
The following screenshot illustrates the bookmarked text displayed in blue color with a blue dashed border.
You can edit the bookmark name and can remove the bookmark by right clicking it. You can also create a link to the
bookmark. For more information, see Adding link to a bookmark. (see page 196)
Adding an image
Click the Image icon to add an image to a character field. The image is accessible through a URL.
1. Specify the URL to access the image.

You can also define alternative text for the image.
2. (Optional) Set the options for height, width, border, Hspace, Vspace, and alignment.
3. Click OK .

Note
You can preview the image in the Preview pane before adding it to the field.
Adding a table
You can use the Table icon to insert a table in an RTF field or to modify the properties of a selected table. The
Table Properties dialog box allows you to design a table with advanced options.
In the RTF editor, when you right-click the table, you can perform following operations:
Paste contents in the table.
Insert cells, rows, and columns (before or after).
Merge cells (right or down).
Split cells (horizontal and vertical).
Set cells properties.
Set table properties.

Delete cells, rows, and columns.
Edit and remove division.
Delete the table.
Related topics
Rich text formatting editor overview
Shortcut keys in RTF editor
Adding and removing character formatting

The editing toolbar enables you to apply formatting to text fields. All fields except the Title field support rich text
formatting.
Note
The Decision Tree template does not support rich text formatting.
The new RTF editor is available with BMC Remedy Mid Tier 9.1.03 and can be used even when you have
installed earlier versions of the BMC Remedy AR System, BMC Atrium Core, and BMC Remedy IT
Service Management applications. For more information about the new RTF editor, see Overview of
the Rich Text Formatting editor .
To apply character formatting
1. Click inside a rich text field in the knowledge article template.
2. Select the text to format.
3. Apply the appropriate formatting.
4. Click Save.
To remove character formatting
1. Click inside a rich text field in the knowledge article template.
2. Select the text whose formatting you want to remove.
3. To clear any of the formatting you applied, click Remove Formatting.
4. Click Save.
Inserting hyperlinks
In a knowledge article, you can insert hyperlinks to external websites, other knowledge articles, and bookmarks.

Inserting a hyperlink
1. Click the icon in the section of the article in which you want to insert the hyperlink.
2. In the rich text field, select the text you want to hyperlink.
3. Under Insert Items, click the HTML Link icon.

The Link Options dialog box is displayed.
4. Perform one or both of the following tasks:
Insert a hyperlink to an external website
a. In the Link Options dialog box, enter the URL of the website in the Link URL field.
b. (Optional) Select the Open in a new window check box to display the website in a new window.
Insert a hyperlink to another knowledge article
a. In the Link Options dialog box, click the Links button to display the External Link Options dialog box.
b. In the Article ID field, enter the ID of the knowledge article you want to link. If you do not know the ID,
click Search to open the Knowledge Search window and locate the article, then click either Select this
article to link or the Link Article icon.
Note
You can click the Link Article icon instead of the Select this article to link on the search results
screen to create a hyperlink to a particular knowledge article.
c. Click OK.
The link details are automatically populated in the Link URL field.
5. (Optional) In the Description text box, provide a description of the website or hyperlinked knowledge article.
6. Close the Link Options dialog box and then click OK.
The hyperlink is inserted when you close the Link Options dialog box.
7. Click Save.
Creating and hyperlinking a bookmark
1. Click the icon in the section of the article in which you want to create a bookmark.
2. In the rich text field, select the text you want to bookmark.
3.
3. Under Insert Items, click the Insert or Change Bookmark icon.

The Bookmark Options dialog box is displayed.
4. In the Bookmark Name field, enter the bookmark name and close the Bookmark Options dialog box.
In the rich text field, the bookmarked text appears highlighted in yellow.
5. Click OK and then click Save.
6. Click the icon in the section of the article in which you want to hyperlink the bookmark.
7. In the rich text field, select the text you want to hyperlink.
8. Under Insert Items, click the HTML Link icon.

The Link Options dialog box is displayed.
9. In the Link Options dialog box, select the bookmark from the List of Bookmarks found on this page area below
the Link URL field.
10. (Optional) In the Description text box, provide a description of the bookmark.
11. Close the Link Options dialog box and then click OK.
The hyperlink is inserted when you close the Link Options dialog box.
12. Click Save.
Inserting images
You can insert an image into your knowledge article as a link or as an embedded image.
To insert an image
1. Click inside a rich text field.
2. In the editing toolbar, perform one of the following tasks:
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.
4. In the Insert Image panel, 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.

The following table lists the number of images that you can insert for various rich text fields in knowledge
articles.
Field name Number of images
How To template
Question 15

Field name Number of images
Answer 30
Technical Notes 15
Reference template
Question 30
Problem Solution template
Problem 15
Solution 30
Technical Notes 15
Known Error template
Error 15
Root Cause 15
Workaround/Fix 30
Technical Notes 15
Decision Tree template
Decision Tree 30
5. Click OK.
BMC 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.
You can delete an image while editing a knowledge article by selecting the image with a click, and
pressing Del. For decision tree articles, select an image by holding the mouse button and dragging the
cursor over the image. You can use this method to select multiple images in any knowledge article.
Creating lists
The editing toolbar enables you to create numbered and bulleted lists in your knowledge article. You can also create
nested lists by using the Increase Indent and Decrease Indent buttons.
To create a numbered list
1. Click in a rich text field in the knowledge article template.
2. Select text or press Enter to create new text to include in the numbered list. You can select more than one
paragraph.
3. Click Ordered List to format the paragraph or selected paragraphs with numbers.
4.
4. Use Decrease Indent and Increase Indent to create sublists.
5. Click Save.
To create a bulleted list
1. Click in a rich text field in the knowledge article template.
2. Select text or press Enter to create new text to include in the bulleted list.
Note
You can select more than one paragraph to apply the bullets to multiple paragraphs at one time.
3. Click Unorderered List. to format the paragraph or selected paragraphs with bullets.
4. Use Decrease Indent and Increase Indent to create sublists.
5. Click Save.
Managing knowledge article metadata

This section includes information that is necessary to manage the visibility and post-publishing lifecycle of a knowledge
article. Some of the tasks described in this section take place in the Details tab. For more information about the Details
tab, see Knowledge article functional areas (see page 181).
Managing knowledge article visibility (see page 203)
Categorizing knowledge articles (see page 205)
Managing additional categorization (see page 207)
Managing knowledge article relationships (see page 208)
Viewing a knowledge article's history (see page 211)
Scheduling reviews (see page 212)
Managing knowledge article visibility

BMC Knowledge Management uses visibility groups to restrict access to knowledge base content. You can specify the
audience for your article by assigning one or more visibility groups to the article.
Note
You can assign a maximum of 350 visibility groups to a knowledge 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:
Article's assignee support group
Article's owner support group
AR Administrator
Users with unrestricted access
When you change an article's 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 article's company and no visibility groups are assigned to it, the article remains with no visibility
group for the new company. By default, the article can be accessed by the support groups of the article's assignee and
owner.
To view an article, a user must belong to a support group that is mapped to a visibility group that, in turn, is assigned to
the article. The following is a graphical representation of how you can make an article visible to a user:
Consider the following scenario:
Calbro has two support groups, Front Office and Back Office. Currently, the VG1 visibility group is mapped to the Back
Office support group. VG1 is assigned to the KA1 knowledge article. User 3, who is a member of Front Office support
group, needs to view KA1. An administrator provides User 3 visibility to KA1 by using either of the following two methods:
Method 1—Add the user to a support group that is mapped to a visibility group that, in turn, is assigned to the
article. For information about adding users to a Support Group, see Adding members to a support group.
In the above example, VG1 is assigned to KA1. To make KA1 visible to User 3, the administrator adds User 3 to the
Back Office support group that is mapped to VG1.

Method 2—Create a new visibility group that is mapped to the support group to which the user belongs. Assign
the new visibility group to the knowledge article.
In the above example, User 3 belongs to the Front Office support group. The administrator configures a new
visibility group VG2, mapped to Front Office support group, and assigns VG2 to KA1. Now, all users belonging to
Front Office support group can view KA1.
For more information, see Configuring visibility groups (see page 100).
To assign a visibility group to a knowledge article
1. Open the article to which you want to add visibility groups.
2. Click Functions > Article Visibility to open the Visibility Groups window.
3. To add visibility groups, select a combination of a company and a group from the lists on the left side, and click
Add.
Note
If you set the Visibility Group field to All, the knowledge article becomes visible to all users belonging to
the selected company.
4. Click Save.
To remove a visibility group from a knowledge article
1. Open the article from which you want to remove a visibility group.
2. Click Functions > Article Visibility to open the Visibility Groups window.
3. In the list on the the right side, select the visibility group that you want to remove.
4. Click Delete.
5. Click Save.
Related topic
Configuring visibility groups (see page 100)
Categorizing knowledge articles

BMC Knowledge Management enables you to define 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, in a knowledge article.
This metadata is used to identify the intended audience and purpose of the knowledge article, which is important for
increasing the relevance of a knowledge search.

To specify the three tiers of operations and product categories in a knowledge article
1. Click the Details tab, and click the Categorization sub-tab.
2. Add or modify the field values. Available values depend on the value that you select for the previous tier.
3. Click Save.
Categorizing documented resolutions

BMC Knowledge Management enables you to define up to three hierarchical levels of resolution categories and
resolution product categories (available values depend on the value selected for the previous tier), and the Company,
Product Name, Model/Version, and Manufacturer information, in a knowledge article.
The Resolution Categorization and Resolution Product Categorization values help to identify the kind of issues that can
be resolved by using the information that is provided in the knowledge article. This information is useful primarily to
Incident Management users.
While viewing or creating an Incident record, if you click Search Knowledge Base to search for a knowledge article and
then click Use in the knowledge article, a Resolved by type of relationship is created with the Incident. Additionally, the
field values that are defined in the Resolution Categorization tab of the knowledge article are copied to the Resolution
Categorization tab of the Incident, and the article's title and ID are copied to the Resolution field of the Incident. For
more information, see Relationships between knowledge articles and Incidents (see page 210).
To add resolution categories to a knowledge article
1. Click the Details tab, and click the Resolution Categorization sub-tab.
2. Add or modify the field values. Available values depend on the value that you select for the previous tier.
3. Click Save.
Note
You must have the Knowledge Admin, Knowledge User, or Knowledge Submitter permission to edit the fields
on the Resolution Categorization tab of a knowledge article.
Limitations
The following limitations govern the ability to add Resolution Categorization tab values to knowledge articles:
You can add resolution categories only for knowledge articles that are in the In Progress state, the Draft state, or
one of the review states.
Note

Knowledge articles that belong to an External File System type of knowledge source appear in the
Published state as soon as they are imported via the Registration Wizard. Therefore, you cannot add
resolution categories to such articles.
You cannot create watch list rules to monitor knowledge articles based on the field values in the Resolution
Categorization tab
You cannot add resolution categories for knowledge articles that were converted from version 7.2 and 7.5.
You cannot pre-configure resolutions categories while registering BMC Remedy AR System forms, and External
File Systems as new knowledge sources.
Resolution categories are not supported as a filtering option when you click More Filters on the Knowledge
Management Console.
Resolution categories are not supported as search parameters in Advanced Search.
If you open an Incident in Search mode before creating a Resolved by relationship with a knowledge article,
resolution categories are not immediately visible after being copied to the Incident. You must reload the record
in order to see the new values in the Categorization tab.
Related topic
Managing additional categorization

You can configure additional categories for knowledge articles by clicking Functions > Additional Categories in the
Navigation pane.
To create additional categories
1. Open the knowledge article for which you want to create additional categories.
2. In the Navigation pane, click Functions > Additional Categories.
3. Select the value of the desired category field, and click the Add XYZ button to save it. For example, to add an
additional organization, select the desired name from the drop-down menu, and click Add Organization. The
newly added organization will appear in the list next to the Organization field.
4. Repeat step 3 for each new category value that you want to add.
5. Click Close.
To delete additional categories
1. Open the knowledge article whose additional category you want to delete.
2. In the Navigation pane, click Functions > Additional Categories.
3.
3. Select the category value that you want to delete, and click the Delete XYZ button. For example, to delete an
additional organization, select the desired organization from the list, and click Delete Organization. The selected
organization will be removed from the list next to the Organization field.
4. Repeat step 3 for each category value that you want to delete.
5. Click Close.
Managing knowledge article relationships

A relationship between two knowledge articles denotes that some kind of connection exists between the articles. 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.
Creating a relationship with another knowledge article (see page 208)
Removing a relationship (see page 209)
Viewing related articles (see page 209)
Creating a relationship with another knowledge article

Perform the following steps to create a relationship between two knowledge articles.
To create a relationship
1. Open an article.
2. Under Quick Actions, click Create Relationship.
Tip
You can select the Details tab, select the Relationships sub-tab, and click the Create icon.
3. In the Search field of the Knowledge Base Relationship Search 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 offline. Searching with a blank Search field returns no search results, and an a message to search with new
search criteria is displayed (ARNOTE 170032).
Note
The Knowledge Base Relationship Search screen is similar to the Search Knowledge screen. For more
information about using the knowledge search function, see Searching for knowledge articles (see
page 231).
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.
Removing a relationship
Perform the following steps to remove an existing relationship with another article.
To remove a relationship
1. Open the knowledge article that you want to update.
2. Click the Details tab.
3. Click the Relationships sub-tab.
4. Click the Remove icon.
5. Click Yes to confirm.
6. Click OK.
Viewing related articles

The relationship table 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. For
more information, see Revising knowledge articles (see page 219).
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.
If the user does not have a defined Knowledge User role, relationships to only Published articles are displayed.
When the status of one of the articles in a relationship becomes Cancelled, the relationship automatically becomes
Obsolete and ceases to exist.
To view a related article:
1. Open an article.
3. Click the Relationships tab.
4.
4. Select an article in the Relationships table and click the View icon, or double-click the selected relationship.
Creating a relationship with a BMC Service Desk record

You can create a relationship between a knowledge article and an Incident, Problem, or Known Error record in any of the
following ways:
When you create a knowledge article by clicking Create Knowledge while viewing an Incident record, if you click
Use in the knowledge article, a Resolved by relationship is created with the Incident.
When you search for a knowledge article by clicking Search Knowledge Base while viewing an Incident, Problem,
or Known Error, if you click Relate in the knowledge article, a Related to relationship is created with the Incident,
Problem, or Known Error.
Note
Certain field values are copied from a knowledge article to an Incident when you created a Resolved by type of
relationship between them. For more information, see Relationships between knowledge articles and Incidents
(see page 210).
Relationships between knowledge articles and Incidents

When you create a Resolved by type of relationship (see above) between a knowledge article and an Incident, the field
values that are defined in the Resolution Categorization tab of the knowledge article are copied to the Categorization tab
of the Incident, and the article's title and ID are copied to the Resolution field of the Incident.
These field values might not be copied from the knowledge article to the Incident if:
the Categorization fields and the Resolution field of the Incident already contain values (if you change the
Resolution Categorization values in the knowledge article later, the Incident will not be updated)
the Incident is in the Resolved or Closed state
The Resolution Categorization values that are defined in the knowledge article are not appropriate for the value
of the Incident type field in the Incident
you had previously clicked Use, and then manually cleared the fields in the Incident's Categorization tab (because
the Resolution field of the Incident is not blank)
Note
To copy a new value to the Resolution field and to over-write the values in Incident's Categorization tab, clear
the Resolution field and click Use in a different knowledge article, or click Use in a knowledge article that
currently has a Related to type of relationship with the Incident.
In the latter scenario, the relationship type changes from Related to to Resolved by. For more information, see
Changing the type of relationship between knowledge articles and Incidents (see page 211).

Changing the type of relationship between knowledge articles and Incidents

While viewing an Incident, if you click Search Knowledge Base to search for and view a knowledge article that currently
has a Related to type of relationship with the incident, and then click Use in the knowledge article, the relationship type
changes to Resolved by. Additionally, field values from the knowledge article's Resolution Categorization tab are copied
to the Incident's Categorization tab if none of the conditions for exception (see page 210) are met.
Alternatively, while viewing an Incident, if you click Search Knowledge Base to search for and view a knowledge article
that currently has a Resolved by type of relationship with the incident, and then click Relate in the knowledge article, the
relationship type changes to Related to.
Note
To change the type of relationship between a knowledge article and an Incident, you must click the Search
Knowledge Base link and search for a related knowledge article to click the Use or Relate button. You cannot
change the type of relationship by opening the knowledge article from the Relationships tab of the Incident.
Related topic
Viewing a knowledge article's history

BMC Knowledge Management records the lifecycle 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 article's lifecycle, a
record is written to the article history form.
Article history is written for the following events:
Article creation
Status change
Assignment change
Update
For the status and assignee change events, an appropriate history record is created in addition to the Save event record.
For each history record, the following information is shown:
Changed By
Time
Event
For change events, the From and To values of the changed information are also shown.
To view history for an article
1. Open an article.

3. In the Navigation Panel, select Functions > History
Scheduling reviews
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.
When the review date arrives, a message notification is sent to the article's assignee to indicate that a review is required.
If the article is reviewed and found to still be valid, only the assignee or users with Knowledge Admin permissions can set
a new review date for the next review.
If the review date occurs in the past, a notification is sent every day until either the value in the Review Date field is
updated to the next review date, the value is cleared, or the article status is changed to Retire Approval.
If a new version of the article is created, the review date of the earlier version remains active. When the new version
becomes the new Published article, the default review date is applied to that article. The status of the earlier article is
changed to Closed Version, and no further review date notifications are sent for it.
Perform this process to manually set the review date.
To set a review date
1. Open the article that you want to schedule a review for.
2. Click the Details tab, and select the Date/System sub-tab.
3. Click the Next Review Date field, open the calendar, select a date and time for the next review, and click OK.
4. Click Save.
Editing a knowledge article

You can improve existing articles by updating them with new information. The permissions required to edit knowledge
articles are described in Permissions required to perform actions in BMC Knowledge Management (see page 67).
To edit knowledge articles
2. Search for and open the knowledge article that you want 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.
Related topics
Creating an article in the Knowledge Management Console (see page 187)

Changing the status of a knowledge article

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 Knowledge article functional areas (see page 181).
Related topics
Status groups and types (see page 171)
Assigning a knowledge article

Articles in the workflow contain assignee information that is relevant for all stages in the article's 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 article's 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 assignee's 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 Status groups and types (see page 171).
Using automatic assignment (see page 213)
Specifying the assignee manually (see page 214)
Assigning a knowledge article to yourself (see page 214)
Using 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 article's status.
When you change an article's 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 retained.
For more information about assignment configuration, see Configuring assignments (optional) (see page 98).
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.
Related topic
Configuring assignments in the BMC Remedy IT Service Management online documentation
Specifying the assignee manually

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 Knowledge
Management. When the status of an article is In Progress, the author is expected to fill in the default Assignee Support
Group field. If the article is moved to Draft and saved without this value, the support group value is taken from the SME
review configuration data. If the Current Assignee Individual field is empty, the value is copied from the Author field.
When the status of an article is changed to Draft, Publish Approval, or Retire Approval, the contents of the default
assignee fields are copied to the current assignee fields.
To assign an article
1. Select the article to be assigned, and select the Details tab.
2. From the list, select the new Assigned Group (if relevant).
You can select the Assigned Group by clicking 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.
Assigning a knowledge article to yourself

Perform the following steps to assign a knowledge article to yourself.
To assign an article to yourself
1. Open the knowledge article to be assigned.
2. In the Quick Links section, click Assign to me.

The article is assigned to you.

2.
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.
Reviewing a knowledge article

The knowledge article life cycle includes a review stage in which you can assign a knowledge articles to an Subject Matter
Expert (SME) or an editor for validation and correction. By default, the following review statuses are available:
SME Review
Content Review (optional)
Proofreading (optional)
Note
You must have the Knowledge User permission or the Knowledge Admin permission to be assigned knowledge
articles for review.
Initiating a review
When you activate a review status, the In Review segment of the status flow bar appears green. You can assign the
knowledge article to the user who is responsible for performing the review. For more information, see Assigning a
knowledge article (see page 213).
Additionally, you can schedule reviews for a knowledge article at any time in the Date/System tab. For more information,
see Scheduling reviews (see page 212).
Completing a review
Use the status flow bar to return the knowledge article back to the Draft status if it needs correction or updating. Or,
promote the knowledge article to the Publish Approval status, if it fulfills your company's quality control standards.
When the article is moved to the Published status, the Mark as reviewed button is enabled at the bottom of the page.
Click Mark as reviewed when you have finished reviewing the article. You would be prompted to set the next review date
in the Details tab. Set the next review date and click Save. For more information, see Scheduling reviews (see page 212).
Managing knowledge article approval requests

Approvals are required to promote knowledge articles to any status that enables or disables access for end users. BMC
Knowledge Management currently supports the following methods of approval:
Approving or rejecting knowledge articles using Approval Central (see page 216)

Approving or rejecting knowledge articles via email (see page 216)
Approving or rejecting knowledge articles using Approval Central

You can use BMC Remedy AR System Approval Central to approve knowledge articles. This is especially important if your
current access permission does not allow you to access the knowledge article. Not all approvers have access to the BMC
Knowledge Management application through their home pages, yet still have the role to approve knowledge articles
before they can move forward.
Note
You must have appropriate permissions to modify a knowledge article, to view the knowledge article, and
approve it. For more information on roles and permissions, see User permissions (see page 63) in the BMC IT
Service Management documentation.
To approve knowledge articles using Approval Central
1. Log in to the AR System server as the approver.
2. Open Approval Central.

Approval Central displays all pending knowledge articles that are assigned to you. You can filter them by using the
fields in the Search Criteria area.
Note
Click the Article ID link to view the details of a knowledge article.
3. Approve, reject, hold, reassign, or view the desired knowledge articles.

After you approve a knowledge article, it is removed from the Pending Approvals table. The appropriate
approvers are notified of any reassigned approvals.
Note
If approvers need more information about a knowledge article, they can view the request details and add a
question in the approval activity log. Their signature is on hold while they are waiting for the information and
the status is set to More Information.
Approving or rejecting knowledge articles via email

You can directly approve requests via email. When email-based approvals are enabled, an email notification is sent the
individuals who have approval authority for the request. Those people either can approve or reject the request directly
from the email notification.
Notes

If the approval process requires a password or requires that rejection of a request includes a business
justification, you cannot use email-based approvals. If this is the case, you must approve the request from
Approval Central.
Approval email notifications are also sent out to any alternate approvers defined for the process. However, if
the approver adds an alternate approver after the email has been sent, the alternate approver will not receive
the email.
The following figures show examples of approval emails. Instructions for approving and rejecting requests via email (see
page 218) are provided after the figures.
Email for a change request approval
Email for a service request approval

Note
The Server Timezone Offset displays the time zone offset information where the BMC Remedy AR System
server is located.
To approve or reject a request via email
1. In the approval email that you receive, click the request ID link to view the details of the request. However, this is
not applicable for service requests.
2. Click Approve or Reject.

An email formatted with your approval or rejection reply is displayed.
3. Send the email without modifying the text.
Warning
Do not modify the content followed by the #DO NOT MODIFY FOLLOWING TEXT# text in the email.
You are notified of the success of the approval or rejection by email, as shown in the following figure:

If you attempt to approve or reject a request that is in a state that cannot be changed (approved, rejected, closed, or
canceled), you receive an approval error notification email, as shown in the following figure:
If you receive an Approval Error Notification, click Launch Approval Central to view the status of the request.
Revising knowledge articles

When new knowledge articles are created, they are automatically designated as version 1. This version number remains
unchanged throughout the article's lifecycle, until the article is published. The version is displayed in the Article field that
is displayed when articles are opened.
To create a new version from a Published article (see page 220)
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 then assigned a Closed status.
Note
A Draft version can also be created from a Closed version if the closed version was in Draft. Closed articles can
only be accessed from the Revisions link that is available through the Published article.
You can modify the following information for Published articles without having to create a new version:

Internal use
Assigned group
Assignee
Update request
Article status
Article relationship
Owner group
Owner
Next review date
Feedback
To create a new version from a Published article
1. Open an article.
2. Click New Version.
3. Click Yes to continue.
4. Click OK.
5. Make the appropriate changes to the article, and click Save.

The new version is now in Draft status.
Submitting a cancellation request

You can send a request to an approver to cancel an article. After you submit a cancellation request, no further changes
can be made to the article. The approver can either approve or reject the request. After a request is approved, the
sender receives notification and the article status changes to Cancelled. If the request is rejected, the article status
changes to the status the article was in, when you requested for cancellation.
Note
(Service Pack 1 for version 9.1.00 and later) You can submit cancellation requests for external articles. Once
cancelled, the status of external articles is set to Cancelled, and they cannot be moved back to Published or
any previous status. You must re-register the external articles to set them in Published status.
Before you begin

Consider the following points before you submit a cancellation request:
The act of submitting a cancellation request does not affect the current status of the article.
You cannot request a cancellation when the knowledge article is in the Publish Approval status.

Only a Knowledge Admin can cancel an article, irrespective of the article status, without any approval.
Only a Knowledge Admin can view cancelled articles from the Knowledge Console.
To submit a cancellation request
1. In the Navigation pane of the knowledge article, click Functions > Request Cancellation.
2. Click Yes to confirm the cancellation request.
Related topics
Managing knowledge article approval requests (see page 215)
Working with reports

BMC Remedy ITSM provides a variety of predefined reports to give you quick and easy access to information about your
system. Use the Report console to generate these reports. If the predefined reports return more information than you
need, you can manage the scope of the report using qualifications.
From the Applications menu, choose Quick Links > AR System Report Console to view customized reports. This release
of BMC Remedy ITSM integrates the Crystal Reports from version 7.6.00 and Web (BIRT) reports from version 7.6.01. On
the web interface, a number of reports are available in the Web (BIRT) format. Additional Crystal Reports are available
only if users have a valid Crystal Reports license and have chosen to install them for the web at the time of installation.
Note
Customer Support can only provide limited assistance if you modify predefined reports and have a reporting
problem. In addition, there is no guarantee that BMC Customer Support can solve problems that result from
these modifications. The standard reports included with the BMC Remedy ITSM application are designed to be
used without modification.
Warning
If your database does not support the Not Equal To argument in this format: "\!=", the content of your reports
can be affected. Reports that have additional qualifications that filter out Group By fields (for example,
'Department' \!= "Engineering") also filter out the specified conditions and records that have Group By fields
set to Unspecified or Null. Check with your system administrator to determine whether your database
supports this form of the Not Equal To argument.
See the following topics:
Generating a standard report (see page 222)
Using qualifications to generate a report (see page 223)
Using advanced qualifications to generate a report (see page 224)

Showing or hiding Crystal Reports (see page 225)
BMC Knowledge Management predefined reports (see page 226)
Related topics
See the following resources from the BMC Remedy AR System online documentation:
Reporting on BMC Remedy AR System data

Using a BIRT editor to create or modify web reports
Generating a standard report

Use the following procedure to generate a standard report without qualifications.
To generate a report with qualifications, see one of the following topics:
Using qualifications to generate a report (see page 223)
Using advanced qualifications to generate a report (see page 224)
To generate a report without qualifications
1. In the navigation pane on the application console, choose Functions > Reports.
2. On the Reporting console, select one of the options under Show:
All Reports, which displays all available reports
Created by me, which displays reports that you created
3. Under Category, select applicationName > reportCategory > reportName.

A list of available reports is displayed. Reports are organized by category, some of which contain subcategories.
The reports that you see vary according to which applications are installed.
4. Select the report that you want to run.
5. Click Run.
If you select a report that requires additional parameters, you are prompted to enter the required parameters.
For example, if the selected report requires a date range, the date range field appears.
6. Enter the required parameters, and click OK.
7. If the report displayed is a web report, you can specify the following additional options:
Toggle Table of Display the table of contents for the current report
Contents
Export Report Export the report to a file of the specified format

To export the report, select the appropriate page options, and click OK. The following formats are available under the
Export Format list:
Excel
PostScript

PDF
Word
PowerPoint
Print Report Print the report to HTML or PDF format
Using the web based reporting console to create and run adhoc reports (video)
Disclaimer
current.
Related topics
For more information on creating reports, see Creating reports in the BMC Remedy AR System online documentation.
Using qualifications to generate a report

You can manage the scope of a report by adding qualifications to the criteria that the report engine uses to generate the
report content. You can tell the report to search only certain specified fields for particular values, or you can build
advanced qualifications by using field names, keywords, and operators.
This procedure describes how to generate basic qualifications by using the Show Additional Filter option. To generate a
report by using advanced qualifications, see Using advanced qualifications to generate a report (see page 224).
To use qualifications to generate a report
1. From the navigation pane in the application console, choose Functions > Reports.
2. On the Report Console, select one of the options under Show:

4. Select the Show Additional Filter option. Along with a list of available fields, two sections are displayed-the simple
query builder and the advanced query builder. You use the simple query builder to quickly construct a simple
query. Alternatively, advanced users can use the advanced query builder to build the query by using BMC Remedy
AR System query syntax.
For additional information about the BMC Remedy AR System Report Console, see Reporting on BMC Remedy AR
System data.
5. Select a field name from the Available Fields list, and click Add next to the simple query builder.

5.
Note
Click to remove a qualification.
6. Click the down arrow next to the field name listed in the qualification box, and select the appropriate operator.
Enter or select a value for the field in the right column.
Example
If you want to enter the qualification Cost Center = 001, select the Cost Center field, click the down
arrow next to the field and select =, and then enter 001 in the right column.
7. Repeat steps 5 and 6 for each field that you want to include in the report.
8. When you finish defining your additional qualifications, click Run.

If the report displayed is a web report, you can specify the following additional options:
Toggle Table of Display the table of contents
Contents
Export Report Export the report to a file of the specified format

To export the report, select the appropriate page options, and click OK. The following formats are available under the
Export Format list:
Excel
PostScript
PDF
Word
PowerPoint
Print Report Print the file to HTML or PDF format
Using advanced qualifications to generate a report
You can manage the scope of a report by adding qualifications to the criteria that the report engine uses to generate the
report content. You can tell the report to search only specified fields for particular values, or you can build advanced
qualifications by using field names, keywords, and operators.
To generate a report by using advanced qualifications
1. From the Navigation pane in the application console, choose Functions > Reports.
2. On the Report Console, select one of the options under Show:

2.

4. Select the Show Additional Filter option.

Along with a list of available fields, two sections are displayed-the simple query builder and the advanced query
builder. You use the simple query builder to quickly construct a simple query. Alternatively, advanced users can
use the advanced query builder to build the query by using BMC Remedy AR System query syntax.
For additional information about the BMC Remedy AR System Report Console, see Reporting on BMC Remedy AR
System data.
5. Select a field name from the Available Fields list, and click Add next to the advanced query builder. Use the BMC
Remedy AR System query syntax to build your qualification.
6. Construct your qualification by using the various operators provided by the qualification builder.
7. Repeat steps 5 and 6 for each field that you want to include in the report.
Note
Select the qualification and press Delete to remove a qualification.
8. When you finish defining your advanced qualification, click Run to view the updated report.
Showing or hiding Crystal Reports

The Crystal Reports web viewer is installed by default; the install option is removed from the installation program. You
can configure the Foundation module to show or hide the Crystal Reports form on the Report Console.
Before you begin

Deploy the Enterprise Crystal License on the Mid Tier before you enable the Crystal reports
To show or hide Crystal Reports
2. From the Application Settings list, choose Foundation > Advanced Options > Show/Hide Crystal Reports, and then
click Open. The Crystal Report Administration form appears.
Crystal Report Administration

3. Perform one of the following actions:
To show the Crystal Reports form on the Report Console, click Enable.
To hide the Crystal Reports form on the Report Console, click Disable.
4. Click Save.
Related topics
SAP Crystal Reports requirements
Working with BIRT and Crystal reports
BMC Knowledge Management predefined reports

Predefined Web reports enable you to create formatted reports. You can manage the scope of a predefined report using
qualifications. You can also generate reports with your own qualifications, advanced qualifications, and saved
qualifications.
Results are returned in the form of a list or both list and chart. Reports can contain links that allow you to drill down
from the report to view the data upon which the report is based, or to open the article. For more information, see
Working with reports (see page 221).
You can save reports in several standard formats, including Adobe PDF and Postscript, and Microsoft Word, Excel, and
PowerPoint formats.
The following table lists the predefined reports that are installed with BMC Knowledge Management, and the
recommended practices for using them.
Predefined reports
Report Display Description Recommendation

Name Type
Article List Shows a list of article status Use this report to track volume of work per Assignee, and an article's life cycle.
History changes and assignment events.
Feedback Chart Shows articles sorted by Use this report to determine the quality of article content per article, and to measure the overall
and average feedback rating and quality of the knowledge.
list Assignee.
Articles Chart Shows articles sorted by Status, Use this report to compare the number of articles assigned per Support Groups number of
Assignments and Support Groups, and Assignee. articles per status, and the Assignee of each article. This report also enables you to gauge
list assignee workloads, and indicates whether you need to reassign tasks to other assignees.
Articles up Shows articles that are due for Use this report to track articles that need to be reviewed by a specific date.
for Review review in the next x days.
No Search List Shows details of searches that Use this report to identify knowledge gaps regarding missing content.
Results return no results.
Note

Report Display Description Recommendation

Name Type
When a guest user

performs a search
with results, the
Searched By column
is blank.
Article List Shows articles sorted by Use this report to track the usefulness of articles in solving issues, and the number of times it
Usage number of times Used/Viewed. was opened for viewing. You can:
Compare the number of times an article is viewed versus the number of times it was
used.
Use to measure the overall quality of the knowledge.
Articles with Chart Articles sorted by number of Use this report to track the number of times and dates on which updates were requested for an
Update and update requests article. Use to also measure the overall quality of the knowledge.
Requests list
Use the following procedure to generate a report for BMC Knowledge Management in the Reporting Console.
Note
If you have formatting problems in viewing reports from a browser, verify that report configuration settings
are defined in the AR System User Preference form, as described in the BMC Remedy Action Request System
Configuration Guide .
To generate a report
1. Open BMC Knowledge Management and access the Reporting Console using one of the following options:
In the Knowledge Management Console, click Functions > Reports.
Open an article and click Consoles > Reports.
2. Verify that the All Reports parameter is selected in the Show field.
3. Select a report for generation using one of the following option:
In the Category field, choose, Knowledge Management, one of the following options, and the name of the
report:
All Knowledge-- Article History, Articles Assignments, Articles with Update Requests, or No Search Results
Open Knowledge-- Article Usage, Articles up for Review, or Feedback
4. From the Reporting Console , select a report name whose form name begins with the RKM: prefix.
5. (optional)By default, when you run a report, a built-in query is used to select the records included in the report.
To change the report results, follow these steps:
a. To override the built-in query to widen or change the report results, select Override.

5.
b. To add a qualification that narrows the report results, click Show Additional Filter.
Along with a list of available fields, two sections are displayed— the simple query builder and the
advanced query builder. You use the simple query builder to quickly construct a simple query.
Alternatively, advanced users can use the advanced query builder to build the query by using BMC
Remedy AR System query syntax. For additional information about the BMC Remedy AR System Report
Console, see Reporting on BMC Remedy AR System data.
6. Click Run.
7. Enter any requested parameters, and click OK.
Note
BMC Knowledge Management reports are the only reports that filter results using the Company
parameter. However, this parameter is not displayed in the generated report.
Managing broadcasts
This feature enables you to send messages to your entire organization, selected groups within the organization, and to
external customers. You can use this feature to send messages about work in progress, outages, knowledge article
updates, and so on. You can also use this feature to view messages that were broadcast to you from other groups in your
organization.
Broadcasts are filtered, based on the following criteria:
Global and company-specific broadcasts are displayed to logged-in users.
Only Global broadcasts are displayed to guest users.
This topic describes the following tasks:
Creating broadcast messages

To create a broadcast, you must have the Broadcast Submitter functional role.
To create a broadcast message
1. On the application console, click the View broadcast link or the New broadcast link.
2. In the View broadcast dialog, click Create, which appears below the Broadcast table.
3. Enter information in the required fields.

Required fields appear in bold on the Broadcast Details tab.
Company — Select the company where this broadcast will be sent. Only users with access to this
company see the broadcast. To send the broadcast to everyone, select Global from the Company list.
The Company field is mandatory. To specify a specific part of the company, fill in the other location fields.
For example, you can specify the site, organization, or department.

Note
Out of the box, you can only define broadcast messages for the Global company.
Subject — A short description of what the broadcast is about
Broadcast Message — The text of your message
Broadcast Type — Select a broadcast type from the list
Broadcast Start Date and Broadcast End Date — To start the broadcast now, click in the Broadcast Start
Date field, and then press Enter. To select a date from the calendar, click the Browse button next to the
field. Select a date from the calendar on which to start the broadcast and the date to end it. You can also
specify times of the day using the Time feature at the bottom of the calendar.
Broadcast Originated From — This is automatically filled in. The contents depend on where you are
creating the broadcast. If you broadcast from an investigation, the value is set to Problem Investigation.
Broadcast Originated From ID — When you define a broadcast from within a record, this field is
automatically filled in. If you define a broadcast from the main console, the field is unavailable.
View Access — To make the broadcast visible only to members of your organization, select Internal. To
make the broadcast visible from the Requester console, select Public.
Send to Twitter? — To post the broadcast message using the configured Twitter account, select Yes. For
additional information on receiving broadcast messages using Twitter, see Receiving BMC Remedy ITSM
broadcasts on Twitter.
Note
This option is available only when you select Global in the Company field and set the View
Access value to Public.
Notify — Select Yes to broadcast notification automatically sent to an individual or group.

If you select Yes, an Emailbutton and the Notify Support area appears.
Use the Manual Email button to manually send an email about the broadcast. On the Email System
form, enter the recipient's email address in the Internet Email field, and then click Send Email Now.
Use the Notify Support area to indicate which group to notify of the broadcast. You must
complete all three fields--Support Company, Support Organization, and Support Group. The
notification is sent at the time and on the date specified in the Broadcast Start Date field.
Priority — Select a priority level for the broadcast. The choices are Low, Medium, and High.
4. To add an attachment to the Broadcast, right-click inside the table and select Add from the menu.
In the Add Attachment dialog box, click Open to attach the indicated file. Only one attachment is allowed for
each broadcast.
5. If you want members of another group to be able to modify the message, follow these steps:
a.
5. Portions of this document are BMC Confidential. BladeLogic Confidential.
a. Click the Authoring Groups tab, and then click Manage Authoring Groups.
b. On the Authoring Group dialog box, select the group to have authoring rights, and then click Add.
6. Click Save.
Viewing broadcast messages

While viewing broadcasts, you can modify the message (if you belong to an authorized authoring group), define a new
broadcast message, and under some circumstances (when viewing the message from the current record) relate the
broadcast message to the current record.
To view broadcast messages
1. On the application console, click the New broadcast link that notifies you when there are new, unread broadcast
messages. If there are no new or unread broadcasts, a View Broadcast link is displayed instead.
2. In the View broadcast dialog, select the message to view from the Broadcast table, and then click View.
3. To view another message, close the View Broadcasts dialog box, select the broadcast message to view, and then
click View.
Controlling the timing of broadcast pop-up messages

From the BMC Asset Management, BMC Change Management, BMC Service Desk:Incident Management, and BMC
Service Desk Problem Management consoles, you can control the timing of broadcast pop-up messages. Broadcast pop-
ups alert you to the presence of broadcast messages.
The options are:
Never — Broadcast messages do not automatically pop up on the screen. You must click the View Broadcast link
to view them.
On Console Open — New broadcasts messages display on the screen when you open a console for the first time
after login. Once you view the broadcast from any console, the pop-up does not appear unless there is a new
broadcast message.
On Console Refresh — New broadcast messages display only when you refresh the console by clicking the
Refresh button available in the top right corner of the console.
The On Console Open and On Console Refresh options display the broadcast pop-up alert only in certain scenarios. In
the following table which lists those scenarios, the sign represents that the pop-up alert is displayed, and sign
represents that the pop-up alert is not displayed for a particular option:
Scenario On Console On Console

Open option Refresh
option
You log in to a new session and open any console for the first time. New broadcast messages are available since the last time
you logged in.
While you are logged in to a current session, new broadcast messages become available. You then open any console for the
first time.

Scenario On Console On Console

Open option Refresh
option
While you are logged in to a current session, new broadcast messages become available. You reopen a console in the current
session, and click the Refresh button on that console.
You log in to a new session and open any console for the first time. But, there are no new broadcast messages since the last
time you logged in.
While you are logged in to a current session, new broadcasts become available. You reopen a console in the current session,
but you do not click the Refresh button on that console.
In a current session, you have already viewed the new broadcasts from one console. You then open another console for the
first time, or reopen a console in the current session, and then click the Refresh button.
To set the timing of pop-up messages
1. From the application console, choose Functions > Application Preferences.
2. In the Request Preferences form, click the Broadcast tab.
3. In the Broadcast Auto Popup field, specify one of the following default settings:
Never
On Console Open
On New Broadcast
4. Click Save.
Note
For the changes to take effect, you must close the application and log on again.
For more information, view this short video on broadcasts.
Disclaimer
current.
Searching for knowledge articles

The following topics describe how to define simple and advanced searches to search for knowledge articles, and how to
use search results:
Types of knowledge search (see page 232)
Accessing the search page (see page 232)

Knowledge search guidelines (see page 232)
Performing simple searches (see page 233)
Performing advanced searches (see page 234)
Using knowledge search to resolve incidents and investigate problems (see page 239)
Using knowledge search to resolve requests (see page 240)
Understanding search results (see page 240)
Using search results (see page 241)
Types of knowledge search

BMC Knowledge Management enables you to search for knowledge contained in your knowledge database by using the
following search types:
Simple search — Perform a search for knowledge that contains any of the search words.
Advanced search — Provide additional search criteria to narrow your search results.
After you perform a search, the search result that match your most recent search criteria are displayed on the Simple
Search page. Depending on your user permissions, you can open a search result for viewing, editing, using, printing, and
modifying. 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 Knowledge Management Console — Navigation pane > Functions > Search Knowledge.
Only authorized users can search from this location.
Knowledge search guidelines

The following guidelines apply 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.
Use only one advanced search field such as Include all of these words, Exclude these words, and include this exact
phrase. Using multiple field displays invalid search results.
Use a space to separate search words in Search Text fields.
Use the percent sign (%) to represent a wildcard search.
Knowledge search might be affected by the following settings:
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.
Note: If you insert an opening parenthesis, you must also add a closing parenthesis.
For more information about using parentheses in your query string, see Entering search terms in the BMC Remedy AR System online
technical documentation.
AND, OR, NOT, AND When in all caps, are interpreted as a Boolean search.
NOT
Related topics
Performing an accrue search
Using the advanced search bar
Performing simple searches

The Simple Search page enables you to perform simple searches. When you enter multiple query terms as search
criteria, BMC Knowledge Management uses the Boolean OR operation to query the knowledge base. For example, if you
enter hardware software failure, BMC Knowledge Management returns results that contain any of these terms.

Note
In Simple Search, you must enter search criteria in the Search field. Searching with a blank Search field returns
no search results.
Scenario
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 performing--ordering a
new laptop. Joe can perform a simple search for this information by entering a phrase or word in natural
query language. He enters the following search criteria: How do I order a new laptop?
This information could be contained in the database in various ways.
To perform a simple search
1. Access the Simple Search page.
2. In the Search field, type your search terms.
If you define search criteria on the Advanced Search page and then click the Simple Search link, the Use
Advanced Search Criteria check box is displayed next to the Advanced Search link on the Simple Search page.
Selecting this check box applies all of the search criteria you defined on the Advanced Search page.
Note
You can define and saved preferred sources on the Advanced Search page. Then, the Use preferences
check box is displayed next to the Search field on the Simple Search page. By default, the check box is
selected and is locked, and search results are limited based on the saved criteria.
For more information, see Using predefined search criteria (see page 238).
3. Click Search.
4. (optional) Change the search criteria and perform a new search, as required.
Performing advanced searches

The Advanced Search page provides fields that you can use to define additional search criteria and narrow your search
results, as follows:
Enter more specific search criteria (for example, searching for an exact phrase instead of separate keywords).
Provide additional search criteria.

After you set advanced search parameters, the Use Advanced Search Criteria check box appears in the Simple Search
page. This enables you to change search words and include advanced search parameters without having to go back to
the Advanced Search page.
To perform an advanced search
1. Click Advanced Search.
2. Click section headings to expand or hide sections, as required.
3. Define your search criteria, using the parameters shown in Advanced Search parameters (see page 236).
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 the following table. By default, all
sources are selected.
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.
You can save your source selection, and re-use those preferences in future searches. For more information, see
Using predefined search criteria (see page 238).
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 Tier 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 Delete.
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.
8.
8. (optional) Click Advanced Search to go back to the Advanced Search page and refine your search criteria, as
required.
Recommended practice example
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.
Related topic
Advanced Search parameters (see page 236)
Advanced Search parameters

The following table 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.
You can search for articles across multiple companies by selecting several companies in the Organization section.
Note
For information about performing an Advanced Search, see Performing advanced searches (see page 234).
Advanced Search parameters
Section Field Description Comments
Search Text Search Searches for results that contain any of the This field and the Search field on the Simple Search page are the same field.
specified terms.
Include all of Searches for results that contain all of the

these words specified terms.
Exclude Searches for results that contain none of

these words the specified terms.
Searches for the specified string of words.

Include this
exact phrase
Note: You must provide search criteria in at least one of the Search Text fields. If all of these fields are blank, no search results are returned.
General Language 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 who have been assigned a BMC Knowledge Management role can
view this field.
Sources Source Name Individual knowledge database partitions Each source belongs to a company. If you have unrestricted access
for knowledge available for selection. permission, you can view all the sources for all the companies. In addition,
Enables you to search specific sources BMC Remedy AR System form-level permissions are also applied based on
relevant to your search instead of the the role or group permissions defined for the form that is being searched.
entire database.
You can define and saved preferred sources on the Advanced Search page.
Then, the Use preferences check box is displayed next to the Search field on
the Simple Search page. By default, the check box is selected and is locked,
and search results are limited based on the saved criteria.
For more information, see Using predefined search criteria (see page 238).
Organization Company Companies that are defined for the To add companies to the search, select a company and click Add Company.
knowledge article search.
Organization Subdivided group within a company. A A company selection precedes the value of the Organization field allowing
/Department company can have several organizations or you to select the company for that parameter. To add an organization, select
departments depending on the company one from the list and click Add Org/Dep.
structure.
Region Geographic area; a company can have A company selection precedes the value of the Region field, allowing you to
several regions, depending on how many select the company for that parameter.
sites it has and where the sites are located.
Note: The menus and values are identical to those used by BMC Remedy
ITSM products.
Site Group Subdivided region, collection of individual Displays values according to the company and region that you selected.
locations; a company can have any number
of site groups, depending on how many
locations it has and where the locations
are.
Site Individual location within a subdivided Displays values according to the company, region, and site group that you
region. selected, or all sites, if no higher-level data is provided.
Dates Created Date Commonly used date range values that use Select None to clear dates.
Range today's date as the latest date for
knowledge article creation.
Created Date Earliest date on which a knowledge article You can enter no date, both dates, or either date.
From was created.
Created Date Last date on which a knowledge article was

To created.
Last Modified Commonly used date range values that use Select None to clear dates.
Date Range today's date as the latest date for
knowledge article modification.
Last Modified Earliest date on which a knowledge article You can enter no date, both dates, or either date.
Date From was modified.

Last Modified Last date on which a knowledge article was

Date To modified.
Operational Operational First level of operational services Up to three hierarchical levels of operational services. Can also contain items
Categories Category that represent symptoms of incidents and problems. Available values depend
Tier 1 on the value selected for the previous tier.
Operational Second level of operational services

Category
Tier 2
Operational Third level of operational services

Category
Tier 3
Product Product First level The Product Categorization is used to categorize different products or
Categorization Category configuration items. Available values depend on the company and the value
Tier 1 selected for the previous tier. Product categorization can be associated with
different processes for different companies.
Product Second level
Category
Tier 2
Product Third level

Category
Tier 3
Product
Name
Model
/Version
Manufacturer
Business Business As configured for your company by the

Services Service administrator
Using predefined search criteria

When you perform an advanced search for knowledge articles, you can save the knowledge source selections and reuse
those settings again whenever you perform a simple search, an advanced search, or a global search.
When you perform a global search, this functionality is available from any BMC Remedy ITSM application
console. However, when you search for knowledge articles, this functionality is available only in the Knowledge
Management Console. You cannot save or re-use sources when you access the Knowledge Search page by
clicking the Search Knowledge Base link on the Incident, Known Error, and Problem forms.
Managing predefined search criteria

The following buttons are available in the Sources section of the Advanced Search window in the Knowledge
Management Console:
Button Description
Add/Modify Saves the knowledge source selections or overwrites your existing preferences.

Button Description
Restore Clears the current selection and re-applies your preferred sources.
Note: This button is displayed only after you click Add/Modify and save your source preferences for the first time.
Remove Deletes your preferred sources. Thereafter, global search displays results from all available sources.
Note: This button is displayed only after you click Add/Modify and save your source preferences for the first time.
Using your preferred criteria to perform a search

When you perform a simple search or a global search, the Use Preferences check box is displayed next to the Search
field. The Use Preferences check box is selected by default and is locked. Search results are limited to the saved sources.
When you perform an advanced search, click Restore to clear the selected sources and re-apply your preferred sources.
The Use Preferences check box is displayed only if you have saved your source preferences by clicking Add
/Modify on the Advanced Search screen.
Using knowledge search to resolve incidents and investigate problems

If you have installed BMC Knowledge Management along with BMC Service Desk, you can use knowledge search to look
for existing documented solutions to similar incidents, or for assistance with identifying the root cause during a problem
investigation.
Perform the following steps to use knowledge search with BMC Service Desk.
To search for a knowledge article from a BMC Service Desk record
1. Open the record that you are working on.
2. Click Functions > Search Knowledge Base to launch the Search Knowledge dialog box.
3. An advanced search is performed automatically, using values from the Categorization tab of the Incident,
Problem, or Known Error record, and the search results are displayed.
Note
To modify the search criteria, click the Advanced Search link in the Search Knowledge dialog box and
modify them as required. If you prefer to search by keyword only, clear the check boxes in the Product
Categorization and Operational Categorization sections.
For more information, see Performing advanced searches (see page 234) .
4. Select a knowledge article in the list of search results to view it.
5. (Optional) If you find the information in the knowledge article useful, click Use.
Alternatively, you can click Relate to relate the knowledge article to the Incident. For more information see,
Creating a relationship with a BMC Service Desk record (see page 210).

5.
For Incident records, clicking Use populates the fields in the Categorization tab with the resolutions
categories that are defined in the knowledge article. Additionally, a Resolved by relationship with the
knowledge article is created. For more information, see Categorizing documented resolutions (see
page 206)
Using knowledge search to resolve requests

If you have installed BMC Knowledge Management along with BMC Service Request Management, you can search the
knowledge base for documented resolutions for requests that are assigned to you.
Note
You can view only published knowledge articles. You can view only published knowledge articles. Additionally,
knowledge articles in which the Internal Use field has been set to Yes do not appear in search results, unless
you have a knowledge role, and you belong to the same group as the knowledge article.
To search the knowledge base for request resolutions
1. From a browser, open the Request Entry console.
2. Enter a keyword (for example, Printer or Pr%) in the Search field, and click the Search icon.
The search results list articles and requests that match your criteria. Long lists are paginated. Click More to view
the expanded search view. The pagination drop-down menu displays the range of articles, and you can select the
range that you want to view.
3. Click the title of the knowledge article that you want to view.
Optionally, you can submit feedback on the article to indicate whether the information was helpful. You can also
rate the article and enter additional feedback in the Comments field.
Understanding 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.
Identifying knowledge types in search results (see page 240)
Search result relevance (see page 241)
Identifying knowledge types in search results

Search results are distinguishable by the icon that represents their knowledge type.
Icon Knowledge type
Knowledge base item — A knowledge source that is retrieved from an existing BMC Remedy AR System form or from an external file system. If
required, BMC 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 Knowledge Management can maintain life-cycle management. See Article life cycle (see page 53).

Icon Knowledge type
Searchable item — A knowledge source for which BMC 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 criteria — According 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 parameter — Increases relevance when an article was found useful or viewed by users, as follows:
Use — You indicate that an article is useful to you by clicking the Use button that is available for that
article.
View — You 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.
Using search results

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

Selecting this option creates a relationship if the article is opened from an Incident, Problem, or Known error
record. The relevancy of the article is updated, and the article is visible in the Relationships tab of the Incident,
Problem or Known error record.
Click Advanced View to open the article.
Using watch lists

The Watch List feature enables you to maintain a dynamic list of articles that are monitored for changes. When a change
is made to a watched article, you receive a notification about the change. E-mail 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, so that you receive notifications about changes
that are made to any knowledge articles that match the definitions.

Watch List scenarios (see page 242)
Managing knowledge articles on your watch list (see page 242)
Managing watch list rules (see page 243)
Watch List scenarios

This topic describes two common use cases that you might use when working with watch lists.
Scenario A
A Knowledge User wants to be aware of any updates to an article. The watch list provides a place for the user to look at
watched articles. When any change or update is made to a watched article, the system notifies the user. Additionally, the
user can watch an entire category so that they are notified when any related article changes or new articles are added.
Scenario B
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. A notification is sent to
this manager when any change is made to watched articles.
Managing knowledge articles on your watch list

This topic provides information about managing the knowledge articles that appear on your watch list.
To add articles to the watch list

Use one of the following methods to add articles to the watch list:
In the Knowledge Management Console, select one or more articles and click Add To Watch List.
Open a knowledge article. Under Functions, click Add To Watch List.
To view your watch list
1. In the Knowledge Management Console, select Show > Watch list.
2. Click Watch List.
Note
When you view the watch list, the Company and View By fields are disabled.
To remove articles from the watch list

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

Managing watch list rules

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 Rules — Enables you to add, edit, and delete rules.
Group Watch List Rules — Enables Knowledge Admin users to add, edit, and delete rules for any existing support
group, including those of which they are not members. These rules are displayed for and apply to all members of
a support group for which rules have been defined. However, only Knowledge Admin users can edit and delete
these rules.
To create watch list rules
1. Under Functions, 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.
To view and edit watch list rules
2. In the Watch List Rules page, click View.
3. To edit the rule, make the necessary changes and then click Save.
4. To close the rule without saving changes, click Close.
To delete watch list rules
2. In the Watch List Rules page, select the rule to delete.
3. Click Delete.
Note
Watch List rules remain active until you delete them.

Managing 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 users, such as Knowledge Admin, Knowledge User, Knowledge Submitter, and Knowledge Viewer users, can
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.
Update request status (see page 244)
Using the Update Requests tab (see page 244)
Update Request scenario (see page 245)
Creating update requests (see page 246)
Replying to update requests (see page 246)
Update request status

The Knowledge Management Console includes 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:
All — All articles with update requests.
Not Published — Draft, In Review, and Published Approval articles with update requests.
Published — Published, 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.
Using the Update Requests tab

The Update Requests tab contains a table that displays the information that is entered for the current article.
The following table 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.

Update Request dialog box fields
Field Description Value type Comments
Update All available types: Drop-down

Request list
Technical update
Type
Enhancement
Proofreading
Other
Status Drop-down When opening the update Request Info dialog box the assignee can change the status to
New — Initial status. When
list In Progress, Completed, or Rejected. Every change in the Status field to Completed or
a user creates a new
Rejected requires the user to add comments. After an update request has a final status,
request, its status is New
the user cannot add any more comments.
and the article assignee is
notified.
In Progress Note
Completed Completed and Rejected are final statuses that are not counted or displayed
in the Knowledge Management Console.
Rejected
Article Version of the current article. Automatically

Version populated
Request Brief update request summary. Free text

Summary
Request Detailed explanation of the update Free text

Details request.
Request All comments that have been made Automatically

Comments for the update request. populated
New Comment added by the current Free text

Comment assignee.
Submitter Name of the update request Automatically

submitter populated
Submit Date of the update request Automatically

Date submission populated
Update Request scenario

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.
Scenario
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 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 Knowledge Management 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 Knowledge
Management 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 status. Update requests that are created for this Draft version are not displayed for the original
Published article.
To create an update request
1. Click the Create icon in one of the following locations:
In the Knowledge Management 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.
Replying to update requests

When you view an update request, you can only update the status, add a new comment, and add an attachment.
Note
To change the status of an update request, you must be the article assignee or owner, or you must have the
Knowledge Admin permission.

To open and reply to an 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.
Sending a knowledge article by e-mail

The Email System enables Support staff to send a link to a knowledge article via e-mail 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 e-mail
message to any valid e-mail address. In addition, 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 send a knowledge article by e-mail
1. Open a knowledge article.
2. Click Email.
3. Use any of the following methods to define the e-mail message recipient:
Fill in at least one field in the People Search Criteria section and click Search. When the search finishes,
select the recipient's 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 Assignee. The current assignee's 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 e-mail addresses for insertion,
or perform a new search. However, selecting a search result replaces the current email addresses with
the selection.
5. Complete the e-mail information fields, as follows:
Internet E-mail — Displays the recipient's e-mail address. When you select the email recipient, as
described in step 3, the Internet email address updates from the people record.
Email Subject Line — Displays the Knowledge Article ID number by default. You can change the content
of the subject line.
Email Message Body — Contains 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 Bodyfield to automatically insert text from the article
into the message text, as follows:
Status — Adds the English value of the article status string.
Summary — Adds the article title.
Details — Adds the Company, Organization, Department, and all Categorizationdata.
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.

Submitting and viewing feedback

Feedback on an article enables users in your organization to decide if a retrieved article is useful for them. The more
feedback that is available for an article, the easier it is for users to make that decision. Feedback can be submitted and
viewed by all users that have permission to see that article.
To add feedback to an article
1. Select the article to which you want to add feedback.
3. Select the Feedback tab.
4. Click Create.
5. In the Feedback page, select a rating from the list and type your comments in the Feedback Details field.
6. Click Submit.
Your feedback is added to the knowledge article, and a notification about it is sent to all users who have the
article on their watch list.
To view feedback for an article
1. Select the article for which you want to read feedback.
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.
Tagging a knowledge article as a favorite

Users with Knowledge Admin permissions can use the Favorite option to tag a knowledge article as a favorite. Favorite
articles are added to the Popular Articles list that is displayed on the Request Entry Console in BMC Service Request
Management.
To tag a knowledge article as a favorite
1. While viewing a knowledge article, click the Details tab and then the Feedback tab.
2. From the Favorite list, select Yes.
3. Save the knowledge article.
Using Global Search

If you have BMC Knowledge Management installed, you can use the Global search feature in any of the BMC Remedy
ITSM application consoles.
Global search searches across multiple forms for records that match a word or phrase that you type in the search area.
Note
Global search results include information only from the forms that you have permission to access. That
is, you need permission to access an application to have its records appear in the search results.
The Global search does not include BMC Asset Management CI's .
To use Global search (see page 250)
Limitation (see page 251)
Special characters and boolean expressions in Global search (see page 251)
To use Global search
1. In the text field to the right of the breadcrumb bar, type your search string and then click the Search icon.
Global search
BMC Knowledge Management users can define and save their preferred sources on the Advanced Search screen
in the Knowledge Management Console. These saved criteria are automatically applied whenever you perform a
Global search, and search results are limited to the defined sources. For more information, see Using predefined
search criteria.
2. Locate the record you want in the search results table and double-click it.
The record opens in the viewing area and the system updates the breadcrumb trail with an entry for the record
you opened.
Note
As you drill down through the record, each record you open is also added to the breadcrumb trail.
If you want to maintain the contents of the search results table to view later, do not change the text in
the Search field. If you do, when you click the Search icon to return to the search results table, the
search feature will execute a new search based on the changed content of the Search field.
3. To return to the search results table, click the Search icon again.

Limitation
Global search results might include external files that have been registered as knowledge base items. If the search
conditions are fulfilled by XML or HTML files that have been registered in this way, the Global Search Results screen
appears distorted due to the tags that are used in XML and HTML files. Additionally, the Advanced search link on the
search results screen becomes unresponsive.
Asset CIs are not included in the Global Search.
Special characters and boolean expressions in Global search

Global search uses Full Text Search (FTS) to find the search strings in requests and other records. Some characters are
used to control the search criteria, as indicated in the following table.
Special characters and their results
Special Results Example search Example results

character string
" Performs a phrase search on the terms enclosed in the double-quotation marks. "firewall
firewall
blocked"
(double- blocked
quotation her
marks) access
firewall
blocking
my access
, Find requests that contain any of the specified words separated by a comma
firewall, firewall
(comma) blocking blocks
access
"firewall,
blocking" firewall
will block
access
firewall is
not
working
try
blocking
his access
% Wildcard to extend the search %fire%

backfire
(percent Notes: You do not need to use a wildcard to extend the search for word stems, such as "ed," "s", and fire
symbol) "ing," because word stems are automatically included.
firewall
The wildcard character (%) search is not supported for character menu fields in Smart IT.
Note
Searches that start with a wildcard character are not as efficient as searches that use an exact phrase or a
trailing wildcard. For example, searching for the term "%block" is less efficient than searching for either "block"
or "block%".

You can use use boolean expressions in your search. Boolean operators include parentheses (), AND, OR, and NOT. The
boolean operators must be specified in upper case; otherwise, they are treated as search strings.
Boolean operators and their results
Boolean Results Example search string Example results

operator
AND Find requests that contain all of the specified words and phrases firewall AND blocking
firewall blocks access
firewall will block access
OR Find requests that contain any of the specified words and phrases firewall OR blocking
firewall blocks access
firewall will block access
firewall is not working
try blocking his access
NOT Exclude the specified word or phrase firewall NOT blocking firewall is not working
() group expressions firewall AND (block, allow)

firewall blocking access
set up firewall to allow access
Global search results reflect both the search terms and the configuration of full text search. Configurable options that
affect search results include case sensitivity, the list of ignored words, thesaurus, and stemming. For more information
about full text search, see Enabling and disabling full text search.
Working with the KCS template

The KCS template is a special template, which is provided out-of-the-box for Knowledge-Centered Support (KCS)
support in BMC Knowledge Management. It is a ready-to-use template that is structured according to a sample template
defined by the KCS framework. However, you can use any knowledge template to perform the KCS-defined knowledge
management functions.
You can work with the KCS template in the following ways:
Task Additional information Resources
Create Use the following interfaces:

Creating knowledge
articles
BMC Remedy with Smart IT (Smart IT) — Using the KCS template to create articles works the same articles for sharing
as using any other template to create articles. information in Smart IT in
the Smart IT online
Data Management tool in the BMC Remedy IT Service Management (ITSM) Suite—A new documentation.
RKM_LoadKCSTemplate_Join tab has been added to the Transactional-Knowledge.xlsx
spreadsheet. The Data Management tool uses this spreadsheet to create knowledge articles. No Following topics in the
changes have been made to the data management process or the functionality of the Data BMC Remedy ITSM Suite
Management tool. online documentation:
Transactional data
mapping for
information about

Task Additional information Resources
mapping of
transactional data
from spreadsheets
to target forms
Data Management
for information
about the data
management
process
Edit Use the following interfaces:

articles
and Smart IT (KCS users)
promote BMC Knowledge Management (BMC Knowledge Management users, for unpublished articles only)
them to
next
status
Search Use the following interfaces: For information about searching

for, view, and relating articles from the BMC
Smart IT
and relate Knowledge Management
KCS BMC Knowledge Management application, see the following
articles resources:
The method to search, view, or relate KCS articles is same as searching, viewing, or relating any other
articles. Searching for knowledge
articles (see page 231)
Managing knowledge
article relationships (see
page 208)
Administering
For information about using Data Management to load data, see Data Management.
For information about Archiving, see Archiving knowledge articles (see page 254).
Also see these and other topics in the Configuring after installation (see page 77) section:

Archiving knowledge articles

In BMC Knowledge Management, knowledge articles are automatically archived at regular intervals. The Archiving
process is enabled by default and runs every 24 hours, however, you can configure the frequency with which it runs. You
can also disable the process.
Note
Click here for a detailed description of which forms are included in the Archive process.
The following information is provided:
Why archive? (see page )
Related topics (see page )
Why archive?
Archiving data regularly provides the following benefits:
Reduces the size of your production data sets.
Improves overall system performance (for example, searches run more quickly, because searches only look at
production data, not archived data).
Enforces organizational data retention policies.
When an Archiving process takes place, it copies data from a production form and its associated forms to a set of
corresponding archive forms and then deletes the data from the production forms. This work all happens within the
same database. Later, you can remove older data from the archive form by performing an export process. Exporting data
from the archive removes it from the database either by moving it to a .csv file, deleting it, or both.
Notes
Archiving is not about backing up data. It’s about maintaining system performance and enabling record
retention policies by removing obsolete records from the system. Click here for more information about what
happens to records when they are archived.
You can exclude individual records from being archived as described in Preventing a record from being
archived in the BMC Remedy ITSM documentation space.
Related topics
The following topics in the BMC Remedy ITSM 9.0 documentation space provide more information about how the
Archiving process works in the BMC Remedy ITSM applications:
Archiving (describes Archiving concepts in the form of FAQs)
Archiving architecture

Managing the Archiving process policies
Preventing a record from being archived
Troubleshooting the Archiving process
Accessing the Application Administration Console

You can open the Application Administration Console from a browser.
To open the console from a browser
1. Type the following URL into your browser:

http://<webServer>:<port>/arsys/forms/<arsystemServer>/HomePage
<webServer> is the fully qualified name of the BMC Remedy Mid Tier system, specified in the format
<server_name>.<company>.com.
<port> is an optional port number, which is needed if the web server is not on the default port (port 80).
<arsystemServer> is the name of the BMC Remedy AR System Server that contains the application.
Note
If the BMC Remedy Mid Tier system and the application are on the same server, you can omit
the BMC Remedy AR System Server name.
2. In the User Name and Password fields of the Welcome page, enter your user name and password.
3. Click Login.
4. On the IT Home page, click the Application Administration Console link. The Application Administration Console
appears.
Developing
The following topics provide information about development options for BMC Knowledge Management:
Adding relevancy boost parameters to searchable forms (see page 256)
KCS forms and escalations (see page 257)
KCS forms and escalations in version 9.1.01 (see page 261)
Modifying the default names for optional review statuses (see page 266)
Modifying the way searchable articles are opened from search results (see page 268)
Using web services (see page 269)

Adding relevancy boost parameters to searchable forms

Each indexed form that you want to participate in the use or view article boost relevancy calculations must have a real
number field with id = 177 defined in it. The field can be in any view of the form and cannot be a display-only field.
To participate in the recalculation of the relevancy boost value, you pass the request details and event details to the RKM:
EventInterface interface form.
When a user marks an article interesting for view, pass the view article event to the interface.
To make sure that the article falls under the BMC Knowledge Management definition for boosting, check the
parent form name to verify that the form was opened from RKM:SearchDialog.
You can add a Use button to the form. When users find an article useful, they click Use and the use article event
is sent to the interface.
To view, use, or send events to the interface
1. Use the RKM:KAM:OnBtnUse_100_sendEvent active link as a sample for sending events.
2. Pass the following fields and values and ignore all other fields:
RequestBubmitDate — Set to $TIMESTAMP$
CallingUser — Set to $USER$
ArticleRequestId — Set to the value of field #1 (Request ID)
Action — Set to USEARTICLE or VIEWARTICLE depending on the required event
ArticleCompany — The company of the request
ArticleForm — Set to $SCHEMA$
ArticleTitle — The value of the field that is mapped to the Full Text Search article title
ArticleStatus — Set to Published
Manufacturer — If you have a field that may be mapped to manufacturer, use this value. If not, you can
ignore this field
ModelVersion — If you have a field that may be mapped to model or version, use this value. If not, you
can ignore this field
Operational Categorization Tier 1 2 and 3 — If you have fields that may be mapped to operational and/or
product categorization tiers, use these values. If not, you can ignore these fields.
Product name — If you have a field that may be mapped to product name, use this value. If not, you can
ignore this field.
ArticleServer — Set to $SERVER$
ArticleBusinessService — If you have a field that may be mapped to business service, use this value. If not,
you can ignore this field.
Article Instance Id — If you have a field id 179, you can use it or any other GUID that identifies the request.

For more information, you can visit the BMC Communities blog, Understanding and influencing what’s trending in
Remedy Knowledge Management.
KCS forms and escalations

BMC Knowledge Management provides support for Knowledge-Centered Support (KCS) functions that are performed
from BMC Remedy with Smart IT (Smart IT) and BMC Remedy Smart Reporting. To provide KCS support, several new
back-end forms and escalations have been added, and some existing forms have been modified.
New forms in BMC Knowledge Management for KCS support (see page 257)
New escalations for KCS support (see page 259)
Existing forms updated for KCS (see page 259)
Tip
Press F to view the tables in full-screen mode. Press Esc to exit the full screen mode.
New forms in BMC Knowledge Management for KCS support

The back-end forms added to BMC Knowledge Management contain transactional or computational data. This data
serves as input to Smart IT for performing KCS functions and to BMC Remedy Smart Reporting for viewing KCS reports.
These forms are not visible from the BMC Knowledge Management application.
The following table lists the new KCS forms:
Form name Description
Transactional or data forms
RKM:KCS:PAQ_Answers Contains the answers for performance assessment questions from the Article Quality Index (AQI) assessment. A
KCS Coach performs AQI assessment of articles to monitor and measure performance of knowledge authors.
This form is used to compute the overall score for AQI assessment.
RKM:KCS:ArticleStatusHistory Contains data about the time an article is in each status. When article status or assignment changes, a record is
created in this form.
This form is used by BMC Remedy Smart Reporting to create a KCS report.
RKM:KCS:ArticleViewHistory Contains data for identifying which article from the search result is already read by a user in the current session.
In Smart IT, after a user views an article from the search result, the color of the link changes to indicate that the
user has already read the article.
RKM:KCS:Template Contains data for KCS articles created from the KCS template. This new article template form for the KCS template
works like all other article template forms.
Report data forms for creating KCS reports in BMC Remedy Smart Reporting
RKM:KCS:PAQ_AQI Contains AQI assessment data per user per day, for each question answered during an AQI assessment. A KCS
_DailySummaryByAuthor Coach performs AQI assessment of articles to monitor and measure performance of knowledge authors. The data
in this form is created or updated daily when escalations run.
RKM:KCS:PAQ_AQI
_DailySummaryByAuthorAndQuestion

Contains AQI assessment data per user per day. A KCS Coach performs AQI assessment of articles to monitor and
measure performance of knowledge authors. The data in this form is created or updated daily when escalations
run.
RKM:KCS:ParticipationRates Contains participation rate data per user per day. Participation rate is the proportion of incidents that a user closes
by using knowledge articles, compared to the total number of incidents that the user closes. The data in this form
is created or updated daily when escalations run.
RKM:KCS:UserCitation Contains citation count data, which is the number of times knowledge articles created by each knowledge author
are attached to incident tickets. The data in this form is created or updated daily when escalations run.
RKM:KCS:RadarChart Contains final radar chart metrics, which are computed by using the citation count, participation rate, average
number of incidents handled, and AQI data. The form contains one record per user per month. The data in this
form is created or updated daily when escalations run.
RKM:KCS:EscalationTrigger A computational form that computes radar chart metrics. All computations are done on this form, and the final
data is pushed to RKM:KCS:RadarChart form. This form contains one out-of-the-box entry with 'Article_Keywords' =
"System" AND 'Status' = "Enabled", which is used by escalations.
Important: Do not modify or delete the out-of-the-box entry in this form. Modifying or deleting the entry will result
in errors in running associated escalations.
Configuration or template forms
RKM:KCS:PAQ_QuestionSet Contains AQI question set data for performing AQI assessments. This form defines the company or support
organization level to which a particular question set is applicable.
A KCS Coach creates a question set from the Smart IT interface.
RKM:KCS:PAQ_Questions Contains the AQI questions and other data such as desirable answers, weighting value for undesirable answers, and
so on.
While some out-of-the-box questions are provided, a KCS Coach can add or update questions from the Smart IT
interface.
RKM:KCS:PAQ_QuestionsLocalizedText Contains localized descriptions and other data for AQI questions. This form contains one record for each locale
per AQI question.
RKM:KCS:PAQ_QuestionSetMapping Contains data about the mapping between an AQI question set and its questions.
RKM:KCS:CoachCoacheeRelationship Contains data about the relationships between a KCS Coach and the knowledge authors whom the KCS Coach
coaches.
RKM:KCS:RadarGoals Contains a predefined goal value for each metric in the radar chart report, for each company.
Only a KCS Coach can update and further define the goal values for each support company or organization by
accessing this form from BMC Remedy Mid Tier.
Data management forms
RKM:LoadKCSTemplate Enables creation of knowledge article from KCS template using the Data Management tool.
RKM:LoadKCSTemplate_Join
Join forms and other miscellaneous forms
RKM:KCS:KAM_KAMExtension_Join Contains combined data from the Knowledge Article Manager and its extension forms. The data serves as an input
to Smart IT.
HPD:HelpDesk_HPDAssociations Contains combined data from HelpDesk and HPDAssociations forms. The data serves as an input to Smart IT.
_OuterJoin
RKM:KCS:PAQ_QSetMapping Contains combined data of an AQI question set and AQI questions.
_Question_join
RKM:KCS:PAQ_QSetMapping_Question Contains combined data of an AQI questions set, AQI questions, and AQI localized question data.
_LocalizedText_join

RKM:KCS:KAM Contains combined data of a KCS Coach, knowledge authors whom the KCS Coach coaches, and additional data
_CoachCoacheeRelationship_Join that serves as an input to Smart IT.
RKM:KCS:CoachCoachee
_PPL_SGA_SG_PermGrp_Join
RKM:KCS:CoachCoachee_PPL
_SGA_SG_PermGrp_PPL_Join_PPL_Join
RKM:KCS:Template_Manageable_Join Supports creation of knowledge articles from the KCS template using the Data Management tool.
New escalations for KCS support

KCS forms contain different escalations that use KCS data to generate metrics for KCS reports. All escalations run daily
after midnight. The escalations use the data for previous 24 hours to compute different metrics. For example, if an
escalation runs at midnight on December 01, 2015, it uses the data for the previous 24 hours; that is, from midnight on
November 30 2015 to 11:59 p.m. on November 30 2015.
The following table describes the new escalations:
Escalation name Metric name Default time when the

escalations run
RKM:KCS:UserCitation_Compute Citation Count 12:15 a.m.
RKM:KCS:ParticipationRate_Compute Participation 12:30 a.m.

Rate
RKM:KCS:AQI_Compute Article Quality 12:45 a.m.

Index
RKM:KCS:RadarData_Compute Radar Chart 02:00 a.m
Note: This escalation uses data that is computed by other escalations. It runs after all other escalations
have finished running.
Important
You can change the time at which the escalations run. However, if you do so, ensure that you keep an interval
of 1 to 2 hours between all other escalations and the RKM:KCS:RadarData_Compute escalation. TheRKM:KCS:
RadarData_Compute escalation must always run after all other escalations have finished running.
Existing forms updated for KCS

The following table lists forms that have been updated for KCS support, important new fields that have been added to
the forms, and corresponding permissions:
Form name New fields Field-level permissions for new fields Form-level permissions
RKM:ArticleHistory Public: Change Public: Hidden

Changed By Support
Company (302308991)
Changed By Support Org

(302309001)

Changed By Support Grp

(302309011)
Changed By Department
(302309021)
RKM:KAMExtension Public: Hidden

CreatedFromINC (302308691) Public: View
Use_Counter (302311190) KCS Candidate, KCS

Contributor, KCS Publisher, KCS
Coach: Change
Knowledge Admin, Knowledge

Submitter, Knowledge User,
Knowledge Viewer: Change
RKM:UpdateRequests Public: Change Public: Hidden

PPL_Company (302309151)
Organization (1000000010)
Department (200000006)
SupportCompany
(302300585)
SupportOrganization
(302300586)
SupportGroup (302300512)
ContributorName
(302300513)
ArticleAssigneeLoginID
(302308831)
Article_UnflagTime
(302308961)
ArticleAssignee_Company
(302308861)
ArticleAssignee_Group
(302308851)
ArticleAssignee_Name
(302308841)
ArticleAssignee_Department
(302308951)
BusinessResponseTime(Sec
(302308881)
BusinessTimeWarningMessage
(302308891)
RKM:Associations Public: Hidden

ArticleStatus (302300529) Public: View
Submitter Name (302300513) KCS Candidate, KCS

Coach: Change


Join or miscellaneous forms
RKM: Public: Change Public: Hidden

Changed By Support
ArticleHistory_Join
Company (302308991)

(302309001)

(302309011)
(302309021)
RKM: Public: Hidden

ArticleAuthor (302300527) Public: View
AssociationKAM_Join
ArticleAuthorLoginID KCS Candidate, KCS
(302311139) Contributor, KCS Publisher, KCS
Coach: Change
Submitter Name (302300513)
RKM:Configuration PAErrorWeightingFactor (302308821)

Public: View KCS Coach: Visible
Knowledge Config: Change Knowledge Admin, Knowledge

Submitter, Knowledge User, Knowledge
KCS Coach: Change
Viewer, Knowledge Config: Visible
KCS forms and escalations in version 9.1.01

BMC Knowledge Management provides support for Knowledge-Centered Support (KCS) functions that are performed
from BMC Remedy with Smart IT (Smart IT) and BMC Remedy Smart Reporting. Several back-end forms and escalations
provide KCS support.
Forms in BMC Knowledge Management for KCS support (see page 261)
Escalations for KCS Support (see page 264)
(see page 264)
Existing forms updated for KCS support (see page 265)
Tip
Press F to view the tables in full-screen mode. Press Esc to exit the full screen mode.
Forms in BMC Knowledge Management for KCS support

The back-end forms in BMC Knowledge Management contain transactional or computational data. This data serves as an
input to Smart IT for performing KCS functions and to BMC Remedy Smart Reporting for viewing KCS reports. These
forms are not visible from the BMC Knowledge Management application.

The following table lists the back-end forms for KCS support:
RKM:KCS:PAQ_Answers Contains the following information:
Answers for performance assessment questions from the Article Quality Index (AQI) assessment.
A KCS Coach performs AQI assessment of articles to monitor and measure performance of knowledge
authors.
Temporary fields that contain the login IDs of KCS Coaches and knowledge authors to help identify the
relationship between them.
This form is used to compute the overall score for AQI assessment.
RKM:KCS:ArticleStatusHistory Contains data about the time an article is in each status. When article status or assignment changes, a record is
created in this form.
This form is used by BMC Remedy Smart Reporting to create a KCS report.
RKM:KCS:ArticleViewHistory Contains data for identifying which article from the search result is already read by a user in the current session.
In Smart IT, after a user views an article from the search result, the color of the link changes to indicate that the
user has already read the article.
RKM:KCS:Template Contains data for KCS articles created from the KCS template. This new article template form for the KCS template
works like all other article template forms.
Report data forms for creating KCS reports in BMC Remedy Smart Reporting
RKM:KCS:PAQ_AQI Contains AQI assessment data per user per day, for each question answered during an AQI assessment. A KCS
_DailySummaryByAuthor Coach performs AQI assessment of articles to monitor and measure performance of knowledge authors. The data
in this form is created or updated daily when escalations run.
RKM:KCS:PAQ_AQI Contains AQI assessment data per user per day. A KCS Coach performs AQI assessment of articles to monitor and
_DailySummaryByAuthorAndQuestion measure performance of knowledge authors. The data in this form is created or updated daily when escalations
run.
RKM:KCS:ParticipationRates Contains participation rate data per user per day. Participation rate is the proportion of incidents that a user closes
by using knowledge articles, compared to the total number of incidents that the user closes. The data in this form
is created or updated daily when escalations run.
RKM:KCS:UserCitation Contains citation count data, which is the number of times knowledge articles created by each knowledge author
are attached to incident tickets. The data in this form is created or updated daily when escalations run.
RKM:KCS:RadarChart Contains final radar chart metrics, which are computed by using the citation count, participation rate, average
number of incidents handled, and AQI data. The form contains one record per user per month. The data in this
form is created or updated daily when escalations run.
RKM:KCS:EscalationTrigger A computational form that computes radar chart metrics. All computations are done on this form, and the final
data is pushed to RKM:KCS:RadarChart form. This form contain the following information:
This form contains the following information:
An out-of-the-box entry with 'Article_Keywords' = "System"AND 'Status' = "<Value>", where <Value>

is set as follows:
Offline—for fresh installation of BMC Knowledge Management 9.1.01 or when upgrading

from version prior to 9.1.
Value specified in version 9.1—when upgrading from version 9.1.
The value of the Status field is used to enable or disable the RKM:KCS:RadarData_Compute
escalation. For more information about how the escalation is enabled, see Escalations for KCS
Support (see page 264).
Important: Do not modify or delete the out-of-the-box entry in this form. Modifying or deleting the
entry will result in errors in running associated escalations.

LastSuccessful_ModifiedDate — a field that contains the date on which the RKM:KCS:

RadarData_Compute escalation last ran. For more information about how the escalation runs, see
Escalations for KCS Support (see page 264).
A flag that identifies modified information about KCS Coaches and knowledge authors, when the
relationship between them changes.
Configuration or template forms
RKM:KCS:PAQ_QuestionSet Contains AQI question set data for performing AQI assessments. This form defines the company or support
organization level to which a particular question set is applicable.
A KCS Coach creates a question set from the Smart IT interface.
RKM:KCS:PAQ_Questions Contains the AQI questions and other data such as desirable answers, weighting value for undesirable answers, and
so on.
While some out-of-the-box questions are provided, a KCS Coach can add or update questions from the Smart IT
interface.
RKM:KCS:PAQ_QuestionsLocalizedText Contains localized descriptions and other data for AQI questions. This form contains one record for each locale
per AQI question.
RKM:KCS:PAQ_QuestionSetMapping Contains data about the mapping between an AQI question set and its questions.
RKM:KCS:CoachCoacheeRelationship Contains the following information:
Data about the relationships between a KCS Coach and the knowledge authors whom the KCS Coach
coaches.
A flag that suggests change in relationship between a KCS Coach and knowledge authors.
RKM:KCS:RadarGoals Contains a predefined goal value for each metric in the radar chart report, for each company.
Only a KCS Coach can update and further define the goal values for each support company or organization by
accessing this form from BMC Remedy Mid Tier.
Data management forms
RKM:LoadKCSTemplate Enables creation of knowledge article from KCS template using the Data Management tool.
RKM:LoadKCSTemplate_Join
Join forms and other miscellaneous forms
RKM:KCS:KAM_KAMExtension_Join Contains combined data from the Knowledge Article Manager and its extension forms. The data serves as an input
to Smart IT.
HPD:HelpDesk_HPDAssociations Contains combined data from HelpDesk and HPDAssociations forms. The data serves as an input to Smart IT.
_OuterJoin
RKM:KCS:PAQ_QSetMapping Contains combined data of an AQI question set and AQI questions.
_Question_join
RKM:KCS:PAQ_QSetMapping_Question Contains combined data of an AQI questions set, AQI questions, and AQI localized question data.
_LocalizedText_join
RKM:KCS:KAM Contains combined data of a KCS Coach, knowledge authors whom the KCS Coach coaches, and additional data
_CoachCoacheeRelationship_Join that serves as an input to Smart IT.
RKM:KCS:CoachCoachee
_PPL_SGA_SG_PermGrp_Join
RKM:KCS:CoachCoachee_PPL
_SGA_SG_PermGrp_PPL_Join_PPL_Join
RKM:KCS:Template_Manageable_Join Supports creation of knowledge articles from the KCS template using the Data Management tool.

Escalations for KCS Support
The KCS reports analyze knowledge author performance based on the following performance metrics:
Participation Rate
Article Quality Index (AQI)
Citation Count
Average Incidents Handled
To compute the data required for these report, an escalation, RKM:KCS:RadarData_Compute, runs daily to compute the
data for all metrics required for the KCS reports. Details of the escalation are as follows:
Escalation name Metric name Default time when escalations run
RKM:KCS:RadarData_Compute 02:00 a.m

Citation Count
Participation Rate
AQI
Average Incidents Handled
The escalation has the following features:
The version-specific status of the escalation is listed in the following table:

BMC Knowledge Management 9.1.01 Status of escalation How to enable the escalation?
installation or upgrade
Fresh installation Offline

When installing Smart IT 1.5 after BMC Knowledge Management,
Upgrade from version 9.1 The status from version 9.1 the escalation is enabled.
is retained For any version prior to Smart IT 1.5, manually enable the
escalation, if not already enabled.
Upgrade from pre-9.1 version Offline
RKM:KCS:RadarData_Compute computes data as follows:
For the first time after installation, the escalation computes data from the previous day. It includes the
data that was generated from the time the system was functional.
From the second time onwards, the escalation computes data from the last successful run date. So, if the
escalation does not run on a particular day due to outage, the next time it runs, it includes the data
generated during the outage.The following example explains how the escalation prevents data loss:
Example
The RKM:KCS:RadarData_Compute escalation runs daily at midnight. Consider that the

sequence of events was as follows:
On March 01, 2016, the escalation ran at 02:00 a.m.
On March 02, 2016 and March 03, 2016, because of a system failure, the escalation did
not run.

On March 04, 2016, the system failure was resolved, and the escalation ran at 02.00 a.
m.
When the escalation ran on March 04, 2016, it computed data from the previous timestamp,
that is from 02:00 a.m. on March 01, 2016 to 01:59 on March 04, 2016. So, it included the data
for March 02, 2016 and March 03, 2016, thereby ensuring no data was lost.
Existing forms updated for KCS support

The following table lists the existing BMC Knowledge Management forms that have been updated for KCS support,
important new fields added to the forms, and corresponding permissions:
RKM:ArticleHistory Public: Change Public: Hidden

Changed By Support
Company (302308991)

(302309001)

(302309011)
(302309021)
RKM:KAMExtension Public: Hidden

CreatedFromINC (302308691) Public: View
Use_Counter (302311190) KCS Candidate, KCS

Coach: Change

RKM:UpdateRequests Public: Change Public: Hidden

PPL_Company (302309151)
Organization (1000000010)
Department (200000006)
SupportCompany
(302300585)
SupportOrganization
(302300586)
SupportGroup (302300512)
ContributorName
(302300513)
ArticleAssigneeLoginID
(302308831)
Article_UnflagTime
(302308961)
ArticleAssignee_Company
(302308861)

ArticleAssignee_Group
(302308851)
ArticleAssignee_Name
(302308841)
ArticleAssignee_Department
(302308951)
BusinessResponseTime(Sec
(302308881)
BusinessTimeWarningMessage
(302308891)
RKM:Associations Public: Hidden

ArticleStatus (302300529) Public: View
Submitter Name (302300513) KCS Candidate, KCS

Coach: Change

Join or miscellaneous forms
RKM: Public: Change Public: Hidden

Changed By Support
ArticleHistory_Join
Company (302308991)

(302309001)

(302309011)
(302309021)
RKM: Public: Hidden

ArticleAuthor (302300527) Public: View
AssociationKAM_Join
ArticleAuthorLoginID KCS Candidate, KCS
(302311139) Contributor, KCS Publisher, KCS
Coach: Change
Submitter Name (302300513)
RKM:Configuration PAErrorWeightingFactor (302308821)

Public: View KCS Coach: Visible
Knowledge Config: Change Knowledge Admin, Knowledge

Submitter, Knowledge User, Knowledge
KCS Coach: Change
Viewer, Knowledge Config: Visible
Modifying the default names for optional review statuses

BMC Knowledge Management comes with default names for optional review statuses. The default names are:
Optional Review 1 — Content Review
Optional Review 2 – Proofreading

You can change the default review status names by using BMC Knowledge Management configuration and form
customization.
To modify the default names for optional review statuses, you must perform the following procedures:
Modify default review status names in configuration (see page 267)
Modify default review status names in form customization (see page 267)
Modify default review status names in configuration
Note
You must have Knowledge Config permissions to perform this procedure.
1. In the Application Administration Console, choose Custom Configuration > Knowledge Management > Knowledge
Management Status Configuration > Status Localization.
2. Perform a search to get all the records.
3. Select the record you want according to Article Status and Language.
4. Modify the text in the Article Status String field and click Save.
Modify default review status names in form customization
Notes
This change is performed in BMC Remedy Developer Studio and affects the BMC Knowledge
Management Flashboards and the Article Revisions table only.
You must be a BMC Remedy AR System Administrator to perform this procedure. If you do not
perform this step, the values for review statuses in the Flashboards and the Article Revisions table
remain as default.
1. Open BMC Remedy Developer Studio.
2. Open the RKM:KnowledgeArticleManager form.
3. Select the language you want to display.

For example, Display View for English; Display View-fr for French; Display View-ja for Japanese.
4. Open the Selections attribute of the StatusSelectionField (302312185) field and change the Alias value for
Optional Review 1 or Optional Review 2 to the name you want.
5. Save the form and flush the BMC Remedy Mid Tier cache.
6.
6. To refresh the browser cache, display an article and click Refresh (Internet Explorer) or Reload (Mozilla Firefox).
Modifying the way searchable articles are opened from search results
By default, all searchable articles are opened with form name and request ID taken from the search results and view
name in the Display window type is null.
To customize the open mode and view of searchable articles (see page 268)
To open a different form than the returned form (see page 269)
When you register AR forms as searchable articles, you can customize the way that these articles are opened from
search results. You can provide BMC Knowledge Management workflow with customized form view or opening mode by
setting the following parameters:
The form view is set in the z1D_viewToOpen (id = 302258834) field of the RKM:SearchDialog form.
The open mode is set in the z1D_openMode (id = 302258831) field of the RKM:SearchDialog form.
Select either of the following modes to open the window in Modify Directly mode.
Display — Opens the window in Modify Directly mode.
Modify — Opens the window in Modify Directly mode.
Note
Currently, both modes open the same window type.
To customize the open mode and view of searchable articles
1. Create a new active link for the RKM:SearchDialog form.
a. Under Run If Qualification, enter the string:
('z1D_viewArticleForm' = "FormName")
Where "FormName" is the name of the form that you want to customize.
Example
('z1D_viewArticleForm' = "ABC:My form"
b. Under If Actions, set values to the fields:
z1D_openMode — Select the mode that the form will open with (Display or Modify).
To add other modes, open the form in Development Studio, select the WorkingAreaView, select
the z2PF_RKM_SearchResults tab, and add other modes as you want.

If you only want to change the view to open, you can change it in the registration
wizard.
z1D_viewToOpen — Select the form's view.
2. Add a goto guide label action to guide label OpenForm.
3. Add a reference to your active link(s) in the active link guide
RKM:KBI:ViewOpenSearchResult_ALG
before the OpenForm label.
To open a different form than the returned form
1. Create an active link for RKM:SearchDialog.
2. Set the Run if qualification to:
('z1D_viewArticleForm' = "FormName")
where "FormName" is the name of the form where the search hit was found.
3. Write your own workflow to determine the form, view and display type, and set these values in the variables
z1D_viewToOpen, z1D_openMode, and z1D_viewArticleForm respectively.
4. Add a goto guide label action to guide label OpenForm.
5. Add a reference to your active link(s) in the active link guide
RKM:KBI:ViewOpenSearchResult_ALG
before the OpenForm label.
Using web services

You can use the BMC Knowledge Management web service to query knowledge articles in BMC Knowledge Management.
Web services for BMC Knowledge Management

You can use the RKM:KnowledgeArticleManager_Interface form to query knowledge articles. The following web service
and its corresponding function is available to use with the interface form.
Available web service
Web service name Available functions
RKM_KnowledgeInterface_WS GetListOfArticles

GetListOfArticles
Use GetListIOfArticles to return a list of published knowledge articles that are related to a Service, Computer System, or
Application configuration item (CI).
For example, you could get a list of knowledge articles where a Service CI has been related to the knowledge article
records. Or, you could get a list of knowledge articles where the server XYZ has been related to the knowledge articles
records.
The query uses the Reconciliation ID of the CI to obtain the list.
Required input field values
Web service field Database field Field value Notes

on interface form
CI Reconciliation ID ServiceCI_ReconID BMC_GLOBAL_DEFAULT_SRVC Displays matching articles if the CI exists
The following table lists optional input field values. These fields are not required to get records.
Optional input fields
Web service field Database field Field value Notes

on interface form
Article ID DocID KBA00000150 Displays matching request if the record exists
StatusSelectionField Status Published Displays all published records according to user permissions
ArticleTitle Title "test1" Displays matching request if the record exists
Output values:
ArticleID
Status
Title
Troubleshooting
The following topics provide information about troubleshooting issues with BMC Knowledge Management.
To understand reasons for failed conversions, see Troubleshooting failed conversions (see page 271).
To troubleshoot why search results are not displayed, see No results when searching FTS or RKM (see page 271).
To know about the product diagnostic utility that is essential for BMC Remedy ITSM Suite core applications, see
BMC Remedy ITSM Maintenance tool.
To know how logs can be used to troubleshoot issues, see Working with logs.
To know why knowledge forms are empty, see Empty knowledge form opens after search (see page 273).

Troubleshooting failed conversions

The conversion process does not stop until all the articles are converted, even if errors or failures occurred. BMC
recommends that you review the generated arjavaplugin.log file that is located in the C:\Program Files\BMC
Software\ARSystem\Arserver\Db folder for information about the conversion results after the conversion has completed.
Make sure that you have permissions to access and view this folder.
Possible reasons for failure are typically network problems, incorrect file names, invalid XML schema, and an XML
schema that is different from the XML schema for 7.2 or 7.5 releases.
The log file contains the following information:
Number of successfully converted articles
Number of failed conversions with a short description of the reason
Names of articles that failed to convert and their types
If the log file indicates that several files failed to convert, you can run the conversion tool again without re-mapping the
fields by clicking the Run tab and selecting the XML template for conversion.
No results when searching FTS or RKM?

Part One:
The first step in troubleshooting search issues is to identify if it is an issue with Full Text Search or something in Remedy
The easiest way to do this is to see if there are articles in the Form "AR System Multi-Search". If you are in an "AR Server
Group", you will need to do this on each server.
Important notes to remember:
1. If articles are returned in this form, then FTS is working. This tells us that there is an issue with Remedy
2. If you do not see articles, this means FTS is not indexing and you should trouble shoot Full Text Search. See the
document "Troubleshooting Full Text Search"
Lets start by looking at examples.
1. Log in to BMC Remedy AR System as an AR System Admin or Knowledge Admin.
2. In the IT Home page, enter the form name after the server name in the URL: http://<hostName>/arsys/forms
/<serverName>/MFS:MultiFormSearch and press ENTER. The BMC Remedy AR Multi-Form Search is displayed.
Note
HostName is the name of the web server, and ServerName is the name of the AR System server.

3. Add the following five forms to the Form List.
4. On the Search Terms tab, add a % in the field Search Term: Must Have and click the Search button.
5. You should see a result that looks similar to the below image.

5.
6. I can see articles listed in this form. I can now say that FTS is working. If you do not see any results, this means
that FTS is probably not indexing and needs to be looked at. See the document "Troubleshooting Full Text Search
".
Part 2: I see articles listed, but I still do not have any search results
At this time it would be highly recommended to contact BMC Support for Remedy Knowledge Management to assist in
troubleshooting the problem. You can get more information in the Support Information (see page 273) section.
Empty Knowledge form opens after search

If you open a knowledge article from a search results table and the following events happen, it means that the knowledge
article was archived:
the Knowledge form is empty
you receive a message telling you that the knowledge article is not available,
Note
You cannot view archived knowledge articles. See also SW00478160.
Support Information
This topic contains information about how to contact Customer Support and the support status for this and other
releases.
Contacting Customer Support

If you have problems with or questions about a BMC product, or for the latest support policies, see the Customer
Support website at https://www.bmc.com/support/support-central.html. You can access product documents, search the
Knowledge Base for help with an issue, and download products and maintenance.

If you do not have access to the web and you are in the United States or Canada, contact Customer Support at 800 537
1813. Outside the United States or Canada, select your country at Contact BMC to view local Support Contacts.
Support status
Based on the support policy adopted September 1, 2011, for releases from that date forward, BMC provides technical
support for a product based on time rather than number of releases. The previous release-based policy applies to
releases before September 1, 2011. To view the support status for this release, see the BMC Knowledge Management
Support page.
Additional resources
The following hyperlinks provide information outside of the BMC Knowledge Management 9.1.00 documentation that
you might find helpful:
BMC Communities, BMC Remedy community
BMC Knowledge Management Support page, BMC Knowledge Management Support
Search the BMC Support Knowledge base
BMC Educational Services, BMC Remedy ITSM Suite learning path
BMC Global Services, BMC Remedy ITSM offerings
www.bmc.com information about BMC Remedy ITSM Suite
Documentation for related products:
BMC IT Service Management Suite documentation
BMC Asset Management documentation
BMC Change Management documentation
BMC Service Desk documentation
BMC Service Level Management documentation
BMC Service Request Management documentation
BMC Remedy AR System Server documentation
BMC Atrium Core documentation
The following site, which is not created or endorsed by BMC, also provides information that you might find helpful:
The Action Request System discussion list, ARSLIST

Index
1
18 05 42
a
about 46, 46, 155
add 201, 242, 243
additional 207
administration 79, 80, 80, 80, 82, 107, 122, 159, 253
adminstration overview 79
advanced qualifications 224
advanced search 232, 234, 236
after publish 55
analysis 189
application administration console 80, 255
application administrator 101
application configuration 149
application settings 149
approval 140, 141, 142, 144, 215, 216, 216
approval central 216
approval chain 141, 143, 143
approval process 141
approvals 146, 146, 146
approve 215, 216
approver 144
approving 215, 216, 216
architecture 47
ar form 129
ar form indexing 154
article 111
asignee 214
assign 213, 213, 214, 214
assignments 98
automatic 213
b
before publish 53
best practice 122, 129, 188, 245
best practices 63

bmc contributor 271

bmc knowledge management 6
bmc remedy itsm 224
bmc remedy itsm suite 223
bmc service desk 188, 188, 189, 206, 239
bmc service request management 210, 240, 249
bookmark 199
breadcrumb 168
broadcast 228
bsm 58
business value 46, 46
c
cancel 220
canceling 220
cancelling 220
capabilities 58
categories 205, 206, 207
category 205, 206, 207
catgorization 207
change 213
company 83
component 49
components 49
concept 45, 46, 46, 47, 49, 49, 51, 53, 53, 55, 58, 62, 62, 63, 79, 80, 80, 80, 104, 105, 122, 122, 125,
126, 140, 155, 156, 163, 165, 168, 171, 174, 188, 193, 206, 213, 213, 215, 232, 240, 241, 241, 244, 266, 271
concepts 45
config properties 114, 115
configuration 77, 82
configuration file 114, 115
configuration prerequisites 80
configure 152
configuring 140
console 49, 159, 174
contributor unapproved 271
conversion 106, 107, 113, 114, 115
conversion details 108
convert 106, 109
converting 105, 111
corrected 7
create 83, 84, 84, 86, 88, 89, 94, 95, 97, 139, 187, 189, 191, 208, 210, 243, 246
creating 185, 187, 189, 191, 208, 210
crystal reports 221, 225
custom 178
customer support 273

custom xml 114, 115
d
database 159
data management 253
decision tree 191
default template 109
define 101
delete 137, 209, 243
details tab 181, 203, 205, 206, 208, 209, 244, 244
develop 255
dev to prod 42
disable 136, 157
display 268
e
edit 212, 243
email 146, 216, 247
emails 146, 146
enable 136
end to end 51
enhancements 6, 42, 58
entry mode 126
escalation 161
event 156, 180
event type 156
example 245
f
failed 113
failed conversion 271
favorite 249
features 58, 62
feedback 152, 249
file system path 126
file system polling 154
filter 178
flash 43
form 268
formatting 193, 199
forms 129, 256

framework 80
functional area 174, 181
g
getting started 44
global company 143
global level 42
global search 249
goals 62
guidelines 232
guides 43
h
health check 104
history 211
home 6, 165
how to 168
html 114, 115
i
image 201
incident 189, 210, 239
incident management 206
indexing 136, 138
indexing interval 138, 154
indexing status 138
initiatives 58
insert 201
installing 76
integration 163
interface 164, 165, 174, 181
investigation 189, 239
issues 7
it home page 164
k
kcs 49, 58, 61, 63, 70, 139, 149, 186, 252, 257, 261
kcs forms 257, 261
kcs permissions 70
kcs template 252

knowledge 126
knowledge admin 249
knowledge article 181
knowledge management console 135, 137
knowledge source 121, 122, 122, 122, 135, 136, 137, 137
knowledge type 240
known 7
known error 189, 210, 239
l
life cycle 53, 53, 55, 58
link 199
list 202
locales 158
local level 42
location 84
log 139, 247
login 164
m
managing 139
mapping 144
mid tier 159, 164
migrate 104
migrator properties 106
modified template 109
modify 137, 212
multi tenancy 158
n
navigation 164, 168
new 187, 189, 191, 208, 219
new features 6
new forms 257, 261
new template 111
non support 94
notification 155, 157, 180
notification engine 161
notification event 156
notifications 155

o
on demand 138
openform 268
open mode 268
operational category 97
option review status 266
order 159
organization 79, 84
overview 44, 63, 174, 231
p
panel 174
parameter 132, 256
parameters 236
patch vv rr ss n 7
path 159
pdf 43
people 88, 94
people form 180
people information 88
permission 63, 104
permissions 61, 67, 70
picture 201
planning 63
plugin 136
plugin log 153
pluginsvr 136
popular articles 249
prerequisites 129
prerequites 126
previleges 70
privileges 67
problem 189, 210, 239
processes 51
product category 95
profile 180
pubme 164, 171, 172, 174, 181, 188, 191, 193, 199, 201, 202, 203, 205, 206, 207, 208, 211, 212, 213, 214, 214, 216, 216,
219, 221, 228, 231, 236, 239, 240, 241, 241, 244, 247, 249, 249, 249
q
qualifications 223
quick start 78

r
rebuild 138
recommendation 188
recommendations 63
reference 7, 58, 61, 63, 67, 70, 75, 78, 122, 131, 132, 138, 139, 142, 146, 154, 156, 164, 171, 172, 173, 174, 180
, 181, 186, 193, 221, 232, 232, 236, 240, 242, 244, 244, 245, 253, 269, 273, 274
register 122, 126, 126
registering 126, 129, 135, 136
registration 137
registration sequence 125
registration status 138
registration wizard 122, 126, 126, 131, 132, 137, 154
relate 206, 210
relationship 206, 208, 208, 209, 209, 210
release notes 6, 7, 42, 43
relevance 241, 256
relevancy 256
remote 107
remove 209, 242
reply 246
reports 221, 222, 223, 224, 225
request 240
resources 274
result 240, 240
results 241
resume 113
review 212, 215
revise 219
revising 219
rich text 193, 193, 199
role 63
roles 75
root cause 189, 239
route 98
rtf 193, 193, 199
s
schema 159
search 62, 178, 231, 232, 232, 239, 240, 240, 240, 241, 241, 268
searchable item 126
searchable items 125
search page 232
self 214

self service 49
send 247
sequence 126, 126, 129
server group 42
service pack 1 7, 129, 174, 181, 220
service pack 3 193, 193, 199
service pack n 7
settings 149, 153
share 247
simple search 232, 233
sort 159
source 126
sp1 7, 129, 174, 181, 220, 261
specific company 143
staff 89, 94
standard 82
standard configuration data 81
status 63, 138, 171, 213, 244
status group 171
status transition 148, 173
status type 172
submitter mode 154
support 89, 273
support group 86
system configuration 153
t
task 81, 82, 83, 84, 84, 86, 88, 89, 94, 95, 97, 98, 100, 101, 104, 107, 108, 109, 111, 122, 126, 129, 135, 136,
136, 137, 137, 138, 139, 143, 143, 144, 146, 146, 148, 149, 152, 153, 153, 154, 157, 158, 158, 159, 159, 161, 161, 164, 178,
180, 187, 189, 191, 199, 199, 201, 202, 203, 207, 208, 209, 209, 210, 211, 212, 212, 213, 214, 214, 216, 216, 219, 220, 222,
223, 224, 225, 233, 234, 239, 240, 242, 243, 246, 246, 247, 249, 249, 249, 255, 268
technical bulletins 7, 43
template 139, 186
tenancy mode 158
third party 114, 115
thread 161
timeout 136
time zones 161
title relevancy 126
toggle 136
toolbar 193
troubleshoot 271
troubleshooting 270
types 232

u
updated forms 257, 261
update request 244, 244, 244, 245, 246, 246
update requests tab 244
upgrading 162
url 159
use event 256
user 63
user roles 61
users 62
using 163, 241, 252
using web services 269
utility 104
v
value 45
value paths 58
version 219
version 18 05 6
version 18 05 00 6
version 9 1 00 6, 7, 49, 58, 61, 63, 67, 70, 139, 149, 186, 252, 257
version 9 1 01 261
versions 273
version vv rr 00 7
view 209, 211, 242, 243
view event 256
view mode 268
visibility group 203
visibility groups 100
w
watch list 156, 241, 242, 242, 243
web reports 221
web services 269
web services overview 269
whats new 42
white papers 43
windows 168
wizard 137
workarounds 7
workflow 142, 148, 173

x
xml 105, 106

© Copyright 1996 – 2018 BMC Software, Inc.

© Copyright 1996 – 2018 BladeLogic, Inc.
BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent and Trademark Office, and
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U.S. or in other countries. All other trademarks or registered trademarks are the property of their respective owners.
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Office, and may be registered or pending registration in other countries. All other BladeLogic trademarks, service marks, and logos may be registered or pending
registration in the U.S. or in other countries. All other trademarks or registered trademarks are the property of their respective owners.
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BMC Knowledge Management 18.

Date: 2018-05-31 05:39

Release notes and notices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

BMC Knowledge Management 18.05 Page 2

Running a post-installation health check . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104

BMC Knowledge Management 18.05 Page 3

Submitting a cancellation request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220

BMC Knowledge Management 18.05 Page 4

BMC Knowledge Management 18.05 Page 5

Getting started (see page 44)

Planning (see page 63)

Additional resources (see page 274)

Release notes and notices

To stay informed of changes to this space, place a watch on this page.

BMC Knowledge Management 18.05 Page 6

Known and corrected issues (see page 7)

Support Information (see page 273)

BMC Service Desk

Date Title Summary

Known and corrected issues

The following issues pertain to this release of BMC Knowledge Management.

Release notes and notices (see page 6)

Troubleshooting (see page 270)

Known (open) An issue with no version number listed remains open.

BMC Knowledge Management 18.05 Page 7

Known and corrected issues

Workaround: Install the ARX file manually.

Invalid license(s) assigned. : Can only assign 1 2015

BMC Knowledge Management 18.05 Page 8

Application Description Affected Corrected Issue ID

BMC Knowledge Management 18.05 Page 9

Application Description Affected Corrected Issue ID

cd /<SLM Installed Directory>/BMCSLMInstallJVM/bin

./java -DisRik=1 -cp "/<AR Installed directory>/api

[nonroot@machine_Name bin]# ./java -DisRik=1 -cp "/opt

ARException: ERROR (9829): Invalid license(s)

BMC Knowledge Management 18.05 Page 10

Application Description Affected Corrected Issue ID

Workaround: Upgrade to Oracle 12c to resolve this issue.

This Page isn't working ERR_EMPTY_RESPONSE

The data management job remains in the In Progress status.

BMC Knowledge Management 18.05 Page 11

Application Description Affected Corrected Issue ID

Failed to create overlay of object :

Failed to create overlay of object :

Failed to create overlay of object :

BMC Knowledge Management 18.05 Page 12

Application Description Affected Corrected Issue ID

No active Currency Code found

BMC Knowledge Management 18.05 Page 13

Application Description Affected Corrected Issue ID

1. Log in to BMC Remedy Developer Studio and open the ASI:SYA:ProcessRecords

2. In the Escalations Options, set the value of Pool Number to 3.

Change the value of Primary Currency to EUR.

Similarly, move EUR to the first position in Functional Currency Types.

Change the value of Default Value currency to EUR.

BMC Knowledge Management 18.05 Page 14

Application Description Affected Corrected Issue ID

2. Change the status of the change request.

3. Modify the information in Impacted Areas for Requestor A, such as Organization

4. From the Functions list, select Copy Change.

"The Company, Organization

BMC Knowledge Management 18.05 Page 15