BMC Knowledge Management 9.1.01 PDF

BMC Software Confidential. BladeLogic Confidential.
BMC Knowledge Management 9.1
Date: 20-Jun-2016 05:47

URL: https://docs.bmc.com/docs/x/JZdNJ
Contents
Release notes and notices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Known and corrected issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Known and corrected issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
RTF fields known and corrected issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Locating white papers, guides, and technical bulletins . . . . . . . . . . . . . . . . . . . 65
What has changed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Technical bulletins . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Release notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Guides . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Flashes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
9.1.01: Service Pack 1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Version 9.1.00 enhancements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
KCS Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Improved search result relevancy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Enhancement to BMC Remedy ITSM user permissions . . . . . . . . . . . . . . . 69
Related topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Quick start . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Related topic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Key concepts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Business value . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Product architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
End-to-end process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Business Service Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
KCS support in BMC Knowledge Management . . . . . . . . . . . . . . . . . . . . . . 85
User roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
User goals and features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Knowledge search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Planning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
User permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
BMC Knowledge Management user permissions . . . . . . . . . . . . . . . . . . . . 91
KCS user permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Related topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
BMC Knowledge Management 9.1 Page 2 of 327

Permissions required to perform actions in BMC Knowledge Management . .

95
KCS permissions required to perform actions in BMC Remedy with Smart IT
100
Functional role . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
Installing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
Configuring after installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
Quick start process overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
Configuration overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Analyzing organizational requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Setting up the framework . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
About the Application Administration Console . . . . . . . . . . . . . . . . . . . . . . 109
Configuration prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Configuration tasks and reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Managing standard configuration data . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Performing a standard configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
Defining the application administrator . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
Running a post-installation health check . . . . . . . . . . . . . . . . . . . . . . . . . . 134
Migrating user permissions from the 7.2 and 7.5 releases . . . . . . . . . . . . . 134
Converting XML-based articles from the 7.2 and 7.5 releases . . . . . . . . . 136
Converting articles from external file formats . . . . . . . . . . . . . . . . . . . . . . . 145
Managing knowledge sources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
Configuring approvals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174
Adding status transitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184
Configuring application settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184
Configuring feedback strings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188
Configuring system settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
Configuring Submitter mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
Managing notifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
Enabling localization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194
Setting the tenancy mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194
Configuring the default web path . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195
Changing the database schema sort order . . . . . . . . . . . . . . . . . . . . . . . . 195
Configuring the BMC Remedy Notification Engine threads count . . . . . . . 197
Changing the time zone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
Upgrading . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198

Integrating . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
Integrating with BMC Service Desk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
Integrating with BMC Service Request Management . . . . . . . . . . . . . . . . . . . 198
Using . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199
Accessing and navigating the interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199
Accessing the BMC Remedy ITSM Suite applications . . . . . . . . . . . . . . . . 200
Navigating the interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200
IT Home page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200
Navigating consoles, forms, and modules . . . . . . . . . . . . . . . . . . . . . . . . . 204
Status groups and types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207
Status transition workflows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210
Using the Knowledge Management Console . . . . . . . . . . . . . . . . . . . . . . . . . 211
Functional areas of the Knowledge Management Console . . . . . . . . . . . . 211
Managing custom searches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215
Modifying your profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217
Receiving notifications about changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217
Creating and publishing knowledge articles . . . . . . . . . . . . . . . . . . . . . . . . . . 218
Knowledge article functional areas . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218
Creating a knowledge article . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223
Managing knowledge article metadata . . . . . . . . . . . . . . . . . . . . . . . . . . . . 237
Editing a knowledge article . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247
Changing the status of a knowledge article . . . . . . . . . . . . . . . . . . . . . . . . 247
Assigning a knowledge article . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247
Reviewing a knowledge article . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250
Managing knowledge article approval requests . . . . . . . . . . . . . . . . . . . . . 250
Revising knowledge articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254
To create a new version from a Published article . . . . . . . . . . . . . . . . . . . 255
Submitting a cancellation request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 255
Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 256
To submit a cancellation request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 256
Related topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 256
Working with reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 256
Related topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257
Generating a standard report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257
Using qualifications to generate a report . . . . . . . . . . . . . . . . . . . . . . . . . . 259
Using advanced qualifications to generate a report . . . . . . . . . . . . . . . . . . 260

Showing or hiding Crystal Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 261

BMC Knowledge Management predefined reports . . . . . . . . . . . . . . . . . . 262
Managing broadcasts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264
Creating broadcast messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264
Viewing broadcast messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266
Controlling the timing of broadcast pop-up messages . . . . . . . . . . . . . . . . 266
Searching for knowledge articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 268
Types of knowledge search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 268
Accessing the search page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 268
Knowledge search guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 269
Performing simple searches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 270
Performing advanced searches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271
Using knowledge search to resolve incidents and investigate problems . . 276
Using knowledge search to resolve requests . . . . . . . . . . . . . . . . . . . . . . . 277
Understanding search results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 278
Using search results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 279
Using watch lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 279
Watch List scenarios . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 279
Managing knowledge articles on your watch list . . . . . . . . . . . . . . . . . . . . 280
Managing watch list rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 280
Managing update requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 281
Update request status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282
Using the Update Requests tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282
Update Request scenario . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 283
Creating update requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 284
Replying to update requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 285
Sending a knowledge article by e-mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 285
To send a knowledge article by e-mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . 285
Submitting and viewing feedback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287
To add feedback to an article . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287
To view feedback for an article . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287
Tagging a knowledge article as a favorite . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287
To tag a knowledge article as a favorite . . . . . . . . . . . . . . . . . . . . . . . . . . . 288
Using Global Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 288
To use Global search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 288
Limitation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 289

Special characters and boolean expressions in Global search . . . . . . . . . 289

Working with the KCS template . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 291
Administering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 292
Archiving knowledge articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 293
Why archive? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 293
Related topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 294
Accessing the Application Administration Console . . . . . . . . . . . . . . . . . . . . . 294
To open the console from a browser . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 294
Developing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 295
Adding relevancy boost parameters to searchable forms . . . . . . . . . . . . . . . . 295
To view, use, or send events to the interface . . . . . . . . . . . . . . . . . . . . . . . 295
KCS forms and escalations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 296
New forms in BMC Knowledge Management for KCS support . . . . . . . . . 296
New escalations for KCS support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 299
Existing forms updated for KCS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 299
KCS forms and escalations in version 9.1.01 . . . . . . . . . . . . . . . . . . . . . . . . . 301
Forms in BMC Knowledge Management for KCS support . . . . . . . . . . . . . 302
Escalations for KCS Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 304
.......................................................... 304
Existing forms updated for KCS support . . . . . . . . . . . . . . . . . . . . . . . . . . 306
Modifying the default names for optional review statuses . . . . . . . . . . . . . . . . 308
Modify default review status names in configuration . . . . . . . . . . . . . . . . . 308
Modify default review status names in form customization . . . . . . . . . . . . 308
Modifying the way searchable articles are opened from search results . . . . . 309
To customize the open mode and view of searchable articles . . . . . . . . . . 310
To open a different form than the returned form . . . . . . . . . . . . . . . . . . . . 310
Using web services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 311
Web services for BMC Knowledge Management . . . . . . . . . . . . . . . . . . . . 311
Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 312
Troubleshooting failed conversions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 312
No results when searching. FTS or RKM? . . . . . . . . . . . . . . . . . . . . . . . . . . . 313
Empty Knowledge form opens after search . . . . . . . . . . . . . . . . . . . . . . . . . . . 315
Support Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 315
Contacting Customer Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 316
Support status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 316
Additional resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 316

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 317

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.
The Consortium for Service Innovation, which created and maintains Knowledge-Centered Support
(KCS), shares recommendations for capturing, structuring, evolving, and reusing knowledge. BMC
Knowledge Management leverages these recommended 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 comprising 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 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 enables 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 — all applications are
built on BMC Remedy Action Request 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 functionalities:
Helps IT and customer service personnel and other service providers to guarantee a quick
and accurate response when solving problems
Enables 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

Release notes and notices (see page 9)
Getting started (see page 70)

Quick start (see page 71)
Planning (see page 90)

Installing (see page 106)
Upgrading (see page 198)
Troubleshooting (see page 312)
Using (see page 199)
Administering (see page 292)
Developing (see page 295)
Integrating (see page 198)
Additional resources (see page 316)

Release notes and notices

This section provides information about what is new or changed in BMC Knowledge Management
version 9.1.00, including urgent issues, documentation updates, service packs, and 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, and 9.0, and 9.1.

Related topics
Where to find more information
Known and corrected issues (see page 12)
Support information (see page 315)
Installation and upgrade information

(in the BMC Remedy ITSM Deployment 9.1 online documentation space – includes
information about how to obtain the installation files)
Related products
BMC Remedy IT Service Management Suite
BMC Asset Management
BMC Change Management
BMC Service Desk
Classic view no longer supported in BMC Remedy ITSM
As announced earlier, Classic Views are no longer supported in versions 9.0 and later of
BMC Remedy ITSM and its applications. The Classic Views and its settings were
included in version 9.0 to help customers transition to BMC Remedy with Smart IT or the
Best Practice views.
Starting with Service Pack 1 for version 9.0, the preferences set at Company, Support
Group or Individual level to use the Classic View are no longer applicable. For more
information about the end of life of the Classic View forms, see earlier BMC Remedy
ITSM product announcements available at Product announcements for BMC Remedy IT
Service Management Suite .
Date Title Summary

Date Title Summary
June 23, 9.1.01: Service Pack Service Pack 1 release for BMC Knowledge Management version 9.1.00.
2016 1 (see page 67)
Enhancements available in this release:
Enhancements to the Knowledge-Centered Support (KCS) feature. See KCS forms

and escalations in version 9.1.01 (see page 301).
Support for registration of View Forms through BMC Remedy Knowledge
Management console registration wizard. See the following topics:
Registering BMC Remedy AR System forms (see page 162)
Using Registration Wizard parameters (see page 165)
June 23, 1.5.00 enhancements Smart IT 1.5 introduces several enhancements:

2016
High availability enhancement
Support for task sequencing
Usability enhancements
Security enhancements
Mobile enhancements
Support for the Hebrew locale
Include or exclude customer and contact name from the ticket title and description in
Smart Recorder
Enhancements to the Knowledge-Centered Support (KCS) feature
In addition, BMC Remedy IT Service Management (BMC Remedy ITSM) 8.0.00 is the
minimum supported version for Smart IT 1.5. BMC Remedy with Smart IT 1.4 and earlier
continue to be supported by BMC Remedy ITSM 7.6.04 SP2 and above.
May 17, Smart IT 1.4 Performance information is now available for Smart IT 1.4.
2016 performance
April 07, Documentation Videos on user onbording and content import in BMC Remedy Smart Reporting are now
2016 enhancement available.
February Documentation
26, 2016 enhancements Enhanced information is now available for accessing and navigating the BMC
Remedy Smart Reporting interface.
Streamlined, usecase based documentation is now available for the following BMC
Remedy Smart Reporting features:
Timeline
Favorites
Subscriptions
Connections
Discussions
Settings

Date Title Summary
February 1.4.00 enhancements Smart IT 1.4 introduces several enhancements:

24, 2016
New Asset Management capabilities, including:
Asset Console for locating and managing assets
Create and update assets
Grouped assets and additional asset types
Smart receiving from mobile devices
Customization of the Asset View
Visual CI explorer
Create an incident, work order, or change request from an asset
Relate an asset to another asset
Enable or disable application modules for phased roll out
Add new customer from Smart Recorder
Add approvers to change requests
Apple Watch support
Upgrade enhancements
December Version 9.1.00 (see Enhancement available in this release:

22, 2015 page 68)
Knowledge-Centered Support (KCS) in BMC Knowledge Management (see page 68
)
Improved search result relevancy (see page 69)
Enhancement to BMC Remedy ITSM user permissions (see page 69)
December Service Pack 1 for Enhancements available in this release:

18, 2015 version 1.3 of BMC
Remedy with Smart Functionality to support Knowledge-Centered Support (KCS) framework
IT Support for BMC Remedy ITSM 9.1 enhancements
Upgrade directly to Smart IT 1.3.01 from version 1.2.00
User experience enhancements
Accessibility enhancement
Support for Microsoft Edge browser
Note: BMC Remedy ITSM version 9.1.00 is compatible with Service Pack 1 for version 1.3
of BMC Remedy with Smart IT. It does not support earlier versions of Smart IT.
Known and corrected issues
This topic describes known and corrected issues related to the BMC Knowledge Management
application. For installation and upgrade issues, see Application installation and upgrade known
and corrected issues in the BMC Remedy ITSM Deployment space.

Notes
Version numbers are given in the format MajorRelease.MinorRelease.ServicePack.

Patch. For example, 8.2.04.001 is patch 1 for service pack 4 of minor release 8.2.
To search for issues corrected in a specific release, service pack, or patch, use the
Corrected in drop down. An issue with no version number in the Corrected in
column remains open.
To perform a custom search on a specific issue number or description, type the
text in the Issue ID or the Description text boxes.
To sort the table, click on the column heading.
To view the table in full-screen mode, press the F key. To exit the full screen
mode, press the Esc key.
Related topics
Where to find more information
Browser problems when using Online Technical Documentation portal
Release notes and notices (see page 9)
By default, the issues in the following tables are sorted so that the corrected issues appear first.To
locate specific known and corrected issues, perform either of the following actions:
Type a character string in one or more of the following boxes to filter the list of defects. For
example, to restrict the list to issues that affect only the Application Management Console,
start typing console in the Component box.
Click any column heading to sort this table or change sort direction.
Known and corrected issues

Click the Defect ID column heading to sort this table or to change the sort direction
Issue ID Application Description Affected Corrected

or module versions in


SW00506700 BMC When BMC Remedy Single-Sign On (RSSO) is installed and 9.1.01
Remedy configured for BMC Remedy AR System, clicking the Approve,
SW00510505 ITSM Reject, or Hold options in Approval Central two dialog boxes are
displayed: the credential sign in window and the double
authentication dialog box.
The following issues have been observed
The Reopen button on the authentication dialog box multiple

times will open multiple sign in dialog boxes.
Workaround : Click Reopen on the authentication dialog box
only if no sign-in dialog box is already open.
When using Microsoft Internet Explorer version 11, the
authentication window is displayed on top of the sign-in dialog
box.
Workaroud: Click on the sign-in window to enter your
credentials and proceed with the approval process.
SW00506700 BMC When BMC Remedy Single-Sign On (RSSO) is installed and

Remedy configured for BMC Remedy AR System, clicking the Approve,
ITSM Reject, or Hold options in Approval Central two dialog boxes are
displayed: the credential sign in dialog box and the double
authentication dialog box.
SW00494402 BMC Service When you change the sequence of multiple milestone actions 9.1.00,
Level associated with a service target (SVT) by using the Up or Down 9.1.01
Management button, save the changes, and reopen the SVT, the system displays
an error message. The actions whose sequence is changed are
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.
SW00509868 BMC On the Approval Central form, when a user approves the request
Remedy from the 3-way join form, the following error is displayed in the log
ITSM since the password value is sent as a text value.
(RSSO) Error while decrypting password in

ConfirmPasswordProcessEvaluator for RSSO
authenticationjavax.crypto.
IllegalBlockSizeException: last block incomplete
in decryption
Workaround: Ignore this error from the log file.


SW00506879, BMC If duplicate and invalid entries with the same parent group, support 9.1.00 9.1.01
SW00506878 Remedy group, or permission group ID exist in the CTM:SYS-Access
ITSM Permission Grps or Group form, you may encounter an error
when upgrading BMC Remedy IT Service Management to a higher
version, and the upgrade may fail due to the invalid and duplicate
entries. To prevent the upgrade failure, BMC recommends you to:
Run the BMC Remedy Configuration Check utility before

upgrade which verifies whether any duplicate and invalid
entries exist in the CTM:SYS-Access Permission Grps
or Group form.
If duplicate and invalid entries exist in the CTM:SYS-Access
Permission Grps or Group form, correct or delete them.
For details see, BMC Remedy ITSM checks.
SW00499748 BMC The work info email does not get sent if you use lower case prefix in 9.1.00
Remedy the subject line of the email when updating an incident using RBE.
ITSM 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%")


SW00499853 Data When you create support groups using the Unified Data 9.1.00
Management Management (UDM) (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.
SW00498505 BMC The default values of Boost Use Relevancy and Boost View 9.0.00, 9.1.00
Knowledge Relevancy fields are incorrect. As a result the search boost value of 8.1.00,
Management articles that are viewed are used more times is excessively large. 8.0.00,
This results in irrelevant articles being listed in the top of search 7.6.04
results, and more relevant articles that are not viewed or used
excessively being listed lower in the search results.
The default values of these fields are updated to improve search

result relevancy. For more information, see Relevancy section (see
page 185) in the BMC Knowledge Management online
documentation.
SW00495422 Data When you try to update a people record using the People 9.0.01 9.1.00
Management spreadsheet, if you set Unrestricted access to Yes, the Group list
gets overwritten with Unrestricted Access permission.
SW00498193 Foundation For a change request, the 112 value of an associated task is not 9.1.00
updated when you update the Coordinator, Manager, or Requested
for details.


SW00497353 Data In Data Management, when you use the Data Wizard and select the 9.1.00
Management option for merging 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)
SW00497840 Data When you try to merge Company or Support Group data, you get the
Management following error:
552: "The SQL database operation failed.", "ORA-

00933: SQL command not properly ended.
SW00497865 Data In Data Management, when you try to merge Support Group data, 9.1.00
Management when no other 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)
SW00497978 Data In Data Management, when you run the Count operation in Data 9.1.00
Management Wizard, the operation remains does not complete, and the status of
all target objects remains Pending.
SW00498045 Data After you merge two companies by using the Data Wizard in Data 9.1.00
Management Management, users from the merged companies cannot select
support group values from dropdown lists such as Assignee Group,
Owner Group, and so on.
SW00498142 Data Using the Data Wizard, when you merge the support group 9.1.00
Management belonging to one company into support group of another company,
the support group data of the merged company is not properly
associated with people record.
SW00497460 Data When you try to merge support group belonging to the same 9.1.00
Management company, the link for Application Maintenance Console is not
available.
SW00488024 BMC Service When you create a change request to attach a service target for the 9.0.00,
Level CHG:Infrastructure Change form, the SLM Data Visualization Field 9.1.00
Management widget does not display the SVT due date under SLM Status.
However, when you click the SLM Data Visualization Field, the SLM:
Integration Dialog form opens and displays the correct SVT due date
values.


SW00466428 BMC Service After you install BMC Service Level Management, the views of the 8.1.00
SW00455335 Level following forms do not display the German language characters 8.1.01,
SW00455523 Management correctly: 9.0.00,
SLM:ServiceTarget 9.1.00
SLM:SLADefinition
SLM:DashboardSLMgr https://docs.bmc.com/docs/pages
/editpage.action?pageId=526246689
SW00472524 BMC Service When you attach a service target to the HPD:Help Desk, CHG: 8.1.01,
Level Infrastructure Change, SRM:Request, or the WOI:WorkOrder data 9.0.00,
Management sources and if the service target due date is breached, due to a 9.1.00
direct SQL command from the filter corresponding to the data 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.
SW00418630 BMC Service When you define service targets while configuring templates for 8.1.00,
Level milestones, export these service targets to create an .arx file, and 9.0.00,
Management import this .arx file from the source SLM server to the target SLM 9.1.00
server, the import fails because of unique index violations.
Workaround: For more information, see KA288979.
SW00407896 BMC Service When you update a new CI Unavailability record and if the Terms 8.1.00,
Level and Conditions of the service targets no longer apply, the detach 9.0.00,
Management feature does not remove the service target from the request. 9.1.00
Workaround: For more information, see KA413254.
SW00496940 BMC When you create a process using other Requests forms such as 9.1.00
Remedy AAS:Activity, then the child user can view all the support groups in
Process the in Assignment tab of tasks.
Designer
SW00496942 BMC If a process has a first set outcome task and subprocess tasks, then 9.1.00
Remedy both the tasks execute simultaneously instead of one after the other.
Process
Designer
SW00496947 BMC The non users of BMC Remedy Process Designer not having 9.1.00
Remedy administrator rights are able to access the PD ABYD Template forms
Process and make changes to the process.
Designer
SW00497890 BMC The ABYD:Console Logging does not display any search results in 9.0.00,
Remedy the Configuration tab on the Process Designer Configuration form. 9.1.00
Process
Designer
SW00461292 BMC Process Tracker ignores the "Maintain Layout in Process Tracker" 8.3.03,
Remedy setting when using it for processes that have sub processes. 8.3.04,
Process 9.1.00
Workaround:
Designer
Currently no workaround is available for this issue.


SW00461293 BMC Sub-Processes display multiple dependency lines in the Process 8.3.03,
Remedy Tracker. 8.3.04,
Process 9.1.00
Workaround:
Designer
Ignore the multiple dependency lines.
SW00435120 BMC An error occurs when you create a Purchase Line Item if you use the 8.3.03,
Remedy value of a process field as the value of the Price field. An error is 8.3.04,
Process reported in the log file as follows: 9.1.00
Designer
ERROR (986): Currency fields cannot be used for
grouping
Workaround:
Use an explicit value instead of the process field value for the
corresponding product.
SW00435136 BMC An error occurs when you create a Work Order if you use the value 8.3.03,
Remedy of a process field as the value of the Request Assignee - Support 8.3.04,
Process Group field on the Work Order form. 9.1.00
Designer
Workaround:
Use explicit support groups within the action.
SW00433675 BMC The Go-Back functionality in the Process Wizard does not work if the 8.3.03,
Remedy previous task was an auto-complete task. 8.3.04,
Process 9.1.00
Workaround:
Designer
Make sure that you use the Go-Back functionality only in a step that
follows an auto-complete task.
SW00434614 BMC When you create a Work Order from a Service Request by using the 8.3.03,
Remedy Create New Request action, updates to the Work Info or Activities 8.3.04,
Process log in the Work Order are not reflected in the Service Request. 9.1.00
Designer
Workaround:
Manually update the Work Info or Activities log in the Service

Request and Service Request information when either is updated.
SW00435137 BMC Check box field type is not populated by using the Set Field action. 8.3.03,
Remedy 8.3.04,
Workaround:
Process 9.1.00
Designer Use either character or integer type.
SW00435305 BMC When you update the Date or Time field by using the Update Parent 8.3.03,
Remedy Request action, an incorrect value is set. 8.3.04,
Process 9.1.00
Workaround:
Designer
Do not use the Update Parent Request action to update Date or Time
fields.


SW00441865 BMC The following issues appear in the French locale of BMC Remedy 8.3.03,
Remedy ITSM Process Designer in French: 8.3.04,
Process 9.1.00
Designer 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.

Ignore text that is not translated to French.
SW00444736 BMC An error occurs if you create a task that uses the Set Field and 8.3.03,
Remedy Update Request actions to copy a date value from a request to a 8.3.04,
Process Date type field in a process. 9.1.00
Designer
Workaround:
Use the Date/Time process field type. This is applicable for date
values too.
SW00441463 BMC If you use a colon in the name of the export file, BMC Remedy ITSM 8.3.03,
Remedy Process Designer creates an empty file. No error message about 8.3.04,
Process invalid characters is displayed. 9.1.00
Designer
Workaround:
Do not use a colon in the file name of the exported file.
SW00435121 BMC You cannot use a particular dynamic menu for more than one field in 8.3.03,
Remedy a process. 8.3.04,
Process 9.1.00
Workaround:
Designer
To use dynamic menus in a process, create a separate menu for

each field.
SW00435116 BMC When you use process fields for the Creation ID and License Type 8.3.04,
Remedy fields, the field values are not populated when you create a new 9.1.00
Process request by using the Create New Request action.
Designer
Workaround
Manually populate the actual values.
SW00485500 BMC Previously installed integration component is not detected when 9.1.00
Remedy upgrading BMC Remedy ITSM Process Designer from version
Process 8.3.02 or 8.3.03 to current version
Designer
Workaround
When performing the upgrade select all previously installed

integration components.
SW00485598 BMC BMC Remedy ITSM Process Designer rerun does not support 9.0.00,
Remedy additional locales selection if you are using BMC IT Service 9.1.00
Process Management and BMC Service Request Management of versions
Designer prior to 9.0


SW00486544 BMC When using midtier on a computer installed with Java version 8, the 9.0.00,
Remedy following behavior is observed: 9.1.00
Process
Designer The outcome labels, of the dependency links for the
corresponding decision task, appear overlapped, when
viewing the process in the process tracker.
SW00486556 BMC If you have installed the BMC Remedy ITSM Process Designer client 9.0.00,
Remedy on a computer installed with Java version 8 (irrespective of the Java 9.1.00
Process version installed on server or midtier), then you cannot select a
Designer preferred layout for any process, as the Layout option is unavailable.
SW00486532 BMC The Process Layout displayed on BMC Remedy ITSM Process 9.0.00,
Remedy Designer client is not same as the layout displayed in Process 9.1.00
Process Tracker. Layout displayed in Process Tracker appears as a mirror
Designer image of the layout in the BMC Remedy ITSM Process Designer
client.
SW00486235 BMC During creating a new process request, if you change the request 9.0.00,
Remedy type, all the fields are cleared. If you click Cancel during the first step 9.1.00
Process and try to save the process, an error message is displayed
Designer 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.
SW00482766 BMC Process Designer Label with more than 20 characters in a single 9.0.00,
Remedy string is not displayed in the Process Tracker. 9.1.00
Process
Designer
SW00488250 BMC When creating a Service Request Definition (SRD) using Process 9.0.00,
Remedy Designer with SRD Type selected as Quick Launch, and after you 9.1.00
Process submit the request, the following error message is displayed on
Designer 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.
SW00453428 Data When uploading the Change_Process_Setup spreadsheet with the 8.1.00 9.1.00
Management Data Management Console, the worksheet for Change Template 9.0.00
Support Group Assoc consistently fails during validation.
SW00469300 Data In the Onboarding Wizard, when you click on a step before the data 8.1.02
Management in the table for the 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.


SW00464346 Data BMC Asset Management lets you save Transactional CI 8.1.00,
Management records with invalid categorizations, however, the Data 9.1.00
Management component will not import Transactional
CI that do not have valid categorization types. The
behavior between BMC Asset Management and Data
Management is inconsistent.
SW00482614 Deployment In the AR System Deployment Management Console, when you 9.0.00,
Management import a zipped file containing form data which is not present on the 9.0.01
Console target server and click Deploy, the 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.


SW00488614 Deployment In the AR System Deployment Management Console installed on a 9.0.00,

Management BMC Remedy IT Service Management stack, when you create a 9.0.01
Console package that is validated against any 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
<ARSystemInstallDir>\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.


SW00463094 Calendar The following issues were identified with the Calendar component 8.1.01
when using 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.
SW00478150 BMC Asset A user with Asset Viewer permissions was able to edit the System 8.1.01 9.1.00
Management Environment field on the AST:ComputerSystem form.
SW00480762 BMC Asset The documentation incorrectly listed an additional CI Type that can 8.1.00 9.1.00
Management be selected when creating a New Schedule or on the Search
Schedule form.
This information has been updated in Relating a schedule to a CI.
SW00483239 BMC Asset CIs were not removed from the asset inventory even after their 8.1.01 9.1.00
Management status was changed from In Inventory to Deployed by the Discovery
tool.
SW00491343 BMC Asset The License Certificates was not ungrouped from the Master 8.1.01 9.1.00
Management License Certificate after it expired, and was included as a valid
license when calculating compliance.
SW00496498 BMC Asset CI details were not displayed when users opened the CI record from 8.1.02 9.1.00
Management the search results in the Manage Inventory by CI Name screen.


SW00491758 BMC Asset When you create an Asset Restoration service target using AST: 8.0.00,
Management CIUnavailability, add specific milestone actions, and then build the 8.1.00,
service target, the Milestone filter does not build as expected. 9.0.00,
9.0.01
Workaround
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."
SW00491343 BMC Asset The License Certificates was not ungrouped from the Master 8.1.01 9.1.00
Management License Certificate after it expired, and was included as a valid
license when calculating compliance.
SW00444631 BMC Asset When a CI was created from a purchase requisition form, users were 7.6.04, 9.1.00
Management unable to update the status of the CI. 8.0.00,
8.1.00
SW00445843 BMC Asset In a multi-tenant environment, Work Info added for a CI was 7.6.04, 9.1.00
Management available to all users irrespective of their access to the asset record. 8.0.00,
8.1.00
SW00449550 BMC Asset When the License Purchase Cost value is deleted, the Purchase 8.0.00, 9.1.00
Management Cost on Software Contract was not automatically removed. 8.1.00
SW00463273 BMC Asset CIs were unavailable to users with a hypen (-) in their name fields.
Management
SW00464057 BMC Asset The CMDB audit form did not display when launched from a Virtual
Management System Enabler CI record.
SW00466995
SW00464664 BMC Asset When a CI was marked for deletion in the Source database, all 8.1.00, 9.1.00
Management relationships in the corresponding CI record were lost even though a 9.0.00
reconciliation job was not run.
SW00478150 BMC Asset A user with Asset Viewer permissions was able to edit the System 8.1.01, 9.1.00
Management Environment field on the AST:ComputerSystem form. 9.0.00


SW00494062 BMC Asset When creating a configuration item (CI) in the Atrium or Asset 8.1.00,
Management console with the Sandbox enabled, existing attributes values that are 9.1.00
set to blank or NULL are not saved when the CI is saved.
SW00477290 BMC Asset All Business service CIs not visible in BMC Change Management 8.1.00, 9.1.00
Management and BMC Knowledge Management. 9.0.00
SW00487756 BMC All Relationships from the Change request get deleted if we hard 8.1.00, 9.1.00
Change delete Task Associated to that change request. 9.0.00
Management
SW00448661 BMC When you create a change request using a template, that includes a 8.0.00, 9.1.00
Change Service CI that has the same name as a Service CI belonging to a 8.1.00,
Management different company, the change reuqest was related to the incorrect 9.0.00
Service CI.
SW00451124 BMC In a multi-tenant environment, Work Info added for a CI was 7.6.04 SP4, 9.1.00
Change available to all users irrespective of their access to the asset record. 8.0.00,
Management 8.1.00,
9.0.00
SW00453428 Data When uploading the Change_Process_Setup spreadsheet with the 8.1.00, 9.1.00
Management Data Management Console, the worksheet for Change Template 9.0.00
Support Group Assoc consistently failed during validation.
SW00458077 BMC In the Portuguese locale, the Back option on the status flow bar is 8.0.00, 9.1.00
Change not displayed. 8.1.00,
Management 9.0.00
SW00459035 BMC The online documentation was missing some information related to 8.0.00, 9.1.00
Change the Change Manager functional role. The following description of the 8.1.00,
Management Change Coordinator was added to Creating a change request at the 9.0.00
initiate stage.
Change Coordinator - Specify the user responsible for the change.

The list is populated with people with the Change Coordinator or
Change Manager functional role and who are included in the
Coordinator Group selected.
SW00460730 BMC The documentation provided insufficient information about alternate 8.0.00, 9.1.00
Change approvers. Information was updated in the Adding additional 8.1.00,
Management approvers. 9.0.00
SW00473383 BMC The warning message displayed when selecting Latent type of 8.1.02, 9.1.00
Change change, was not localized for the Portuguese locale. 9.0.00,
Management 9.1.00
SW00476410 BMC When using a locale other than English, the Role name column was 8.1.02, 9.1.00
Change visible on Approval table of the change request. 9.0.00,
Management 9.1.00
SW00476519 BMC The Approve field name on the Change Request form was truncated 8.1.02, 9.1.00
Change in the German locale. 9.0.00,
Management 9.1.00
SW00476522 BMC Some of the field names on the Change Management form were 8.1.02, 9.1.00
Change truncated when using the Portuguese locale. 9.0.00,
Management 9.1.00


SW00479766 BMC When creating a Change Request, if you selected the same Change 8.0.00, 9.1.00
Change Template a second time the populated Task Group value 8.1.00,
Management disappeared. 9.0.00
SW00483367 Calendar The Change Calendar widget was displayed incorrectly in Microsoft 8.1.02, 9.1.00
Internet Explorer version 11. 9.0.00
SW00486779 BMC If the Location Company and Requested By Company of a change 8.1.02, 9.1.00
Change request are different, and the user has access to the Requested By 9.0.00
Management Company, change rules defined for both companies were applied to
the change request.
SW00486972 BMC Users were unable to modify a change template, if a service CI 8.1.02, 9.1.00
Change defined in the template when it was created is removed from the 9.0.00
Management Service CI field and the Relationships tab.
SW00486974 BMC When you rejected a change request generated from a Service 8.1.01, 9.1.00
Change Request, and a custom approval process is defined for changes that 9.0.00
Management do not being at any of the following stages, the service request
status is set to In Progress instead of Cancelled.
SW00488318 BMC When a user submitted or updated a task record, if their default 8.1.01, 9.1.00
Change Support Group Company and the Company associated to their 9.0.00
Management People record were different, an error was displayed.
SW00489552 BMC In the German Locale, the Create Service Request on Submit 8.1.02, 9.1.00
Change settings and the Suppress Request Creation options on the Change 9.0.00
Management Management console did not function.
SW00489959 BMC When a large number of change templates were defined in the 8.1.02, 9.1.00
Change system, users faced a time out issue when selecting a change 9.0.00
Management template for the change while creating the request.
SW00490653 BMC The Cost Type filter of the Financials View was not functional. 8.1.02, 9.1.00
Change 9.0.00
Management
SW00491129 BMC If a risk questionnaire was configured for the Company, the Risk 8.1.02, 9.1.00
Change Level specified in the change template belonging to the same 9.0.00
Management Company was not populated in the change request created using
that template. The Default Risk Level value (Risk 1) was used
instead.
SW00491133 BMC When you copied a change request, the Risk value of the original 8.1.02, 9.1.00
Change change was not copied. 9.0.00
Management
SW00491277 BMC The Risk Level for a change request created by a Service Request is 8.1.02, 9.1.00
Change set to the default value, instead of the value defined in the change 9.0.00
Management template used.
SW00492328 BMC When a user using a non US locale modified a custom filter from the 8.1.02, 9.1.00
Change Calendar pre-defined queries, the custom filter is no longer 9.0.00
Management displayed in the pre-defined queries list.
SW00492797 BMC The search results link included in the notification sent out for auto 8.0.00, 9.1.00
Change approved requests displayed incorrect search results. 8.1.00,
Management 9.0.00


SW00493535 BMC Answers for risk questions on page 2 of the risk questionnaire were 8.1.02, 9.1.00
Change not saved. 9.0.00
Management
SW00493796 BMC In the German locale the translated values for change class types 8.1.00, 9.1.00
Change Expedited and Latent were incorrect. 9.0.00
Management
SW00493935 BMC When you create a change request, and then move it to the next 8.1.02, 9.1.00
Change stage using the Process Flow bar, you are promoted to enter 9.0.00
Management missing mandatory values required to create the change. If you
updated the Change Risk Questionnaire as a part of this, your
answers were not saved. You had to update the Change Risk
questionnaire using the link provided on the Change form for the
Risk Value to be computed and saved.
SW00494035 BMC When adding a Service CI to a change record, the status check did 8.1.02, 9.1.00
Change not validate the dataset name for the Service CI causing an error if 9.0.00
Management multiple CIs with the same name existed in different datasets.
SW00494499 BMC When the change request was in the Scheduled stage, the tooltip for 8.1.00, 9.1.00
Change the Customer Company label on the Calendar incorrectly displayed 9.0.00
Management the Reqeusted By company instead of the Customer Company.
SW00494955 BMC Settings for automatically adjusting the clock for daylight saving 8.1.01, 9.1.00
Change change did not function, showing incorrect time for Business Events. 9.0.00
Management
SW00495636 BMC If the user’s default support group is not the same as the default 8.1.01, 9.1.00
Change support group of their company, an error is displayed when they tried 9.0.00
Management to create a new change request.
SW00492356 BMC Service Menu values were not populated on the Copy Release 8.1.02, 9.1.00
Change dialog box. 9.0.00
Management
SW00491900 BMC When you create a change request, and move it to the next stage 8.1.01, 9.1.00
Change using the Process Flow bar, you are promoted to enter missing 9.0.00
Management mandatory values required to create the change. The Service field
entered as a part of this was not saved to the change request.


SW00469743 BMC Upgrade of a stand alone installation of BMC Knowledge 8.1.02,

Knowledge Management from version 7.6.04 to Service Pack 2 for version 9.0.00,
Management 8.1.00, resulted in errors. 9.1.00
Workaround
Complete the following procedure before performing a upgrade of a

stand alone installation of BMC Knowledge Management:
1. Open the CTM:SupportGroupAssocJoin_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:SupportGroupAssociationLookUpJoin_PMC
form
6. Choose Form > Add/Remove fields in View.
7. Add the Full Name(1000000017) field from the CTM:
SupportGroupAssocJoin_PMC join form.
8. Save the form.
You can then run the upgrade process for the stand alone
installation of BMC Knowledge Management.
SW00415734 BMC When you create a knowledge article from the Problem Management 8.1.00,
Knowledge Console, only the Title field is copied from the problem investigation 9.0.00,
Management to the new knowledge article. 9.1.00
Workaround: Copy the information from the other fields to the

knowledge article, manually.
SW00419916 BMC When you select Auto-Assign under Quick Actions and then save 8.1.00,
Knowledge the knowledge article, 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 knowledge article, the Assignee field appears
correctly.
SW00420276 BMC Even if you have the Knowledge Admin functional role, BMC 8.1.00,
Knowledge Knowledge Management displays the following error message when 9.0.00,
Management you try to generate a custom report: 9.1.00
You do not have access to this Form (ARError 353)
SW00420281 BMC While generating reports, the Company menu does not include the 8.1.00,
Knowledge names of any vendor companies. 9.0.00,
Management 9.1.00


SW00454672 BMC If you enable rejection justifications on the AP:Process Definition 8.1.01,
Knowledge form, the following issues occur: 9.0.00
Management
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.
SW00478160 BMC When you perform a search for knowledge articles from the 9.0.00,
Knowledge Knowledge Management console, the search results can include 9.1.00
Management knowledge articles that have been archived. You cannot view
archived knowledge articles. See also, Empty Knowledge form
opens after search (see page 315) in the Troubleshooting (see page
312)section.
SW00465528 All The following error is displayed in Microsoft Internet Explorer 10 8.1.01
applications when the value of arsystem.emit_X_UA_compatible_mode variable is 8.1.01.001,
set to 10 in the in the Mid-tier 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.
SW00465529 BMC The following issues were identified with the RTF field when using 8.1.01
Knowledge Microsoft Internet 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.
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.
SW00468904 Foundation Some messages and the Active/Set Inactive buttons on the Incident, 8.1.02,
Change, and Release templates are not localized. 9.1.00
Workaround
Currently no workaround is available for this issue.
SW00458576 BMC Service The SHR:SHR:UpdateGroupList-SetPublic_552 filter is not 8.1.00,

Desk: setting the Public permission on incident tickets correctly. 9.1.00
Incident
Management


SW00489167 BMC When using Internet Explorer versions later than 7.0, the following 9.0.00,
Remedy error might be displayed: 9.1.00
Smart
Internet Explorer 6 and 7 are not supported.
Reporting
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.
SW00501784 BMC When you launch the BMC Remedy Smart Reporting Console from 9.0.00,
Remedy the Application console, clicking on the Dashboard tab, the a 9.1.00
Smart connect reset error is displayed.
Reporting
Workaround:
In the Tomcat server's server.xml file, add the following proxy

entries:
<Connector port="8181" protocol="HTTP/1.1"
maxHttpHeaderSize="8192"
maxThreads="150" minSpareThreads="25"
enableLookups="false" redirectPort="8443"
acceptCount="100"
connectionTimeout="20000" disableUploadTimeout="
true"
URIEncoding="UTF-8" compression="on"
compressionMinSize="2048"
noCompressionUserAgents="gozilla, traviata"
compressableMimeType="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.
SW00484828 BMC The Reporting console banner and navigation panel disappeared 9.0.00,
Remedy after accessing the CMDB dashboard from the BMC Remedy Mid- 9.1.00
Smart Tier.
Reporting
Workaround:
Log off and log on from the BMC Remedy Mid-Tier, and access the
BMC Remedy Smart Reporting console.
SW00481241 Tomcat server logs display three types of Severe exceptions. 9.0.00,
9.1.00


BMC
The following errors may be displayed:
Remedy
Smart Shutdown Errors — These occur when the SmartReporting
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 probable memory leak.

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.



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.
Dec 16, 2014 7:33:33 AM org.apache.catalina.loader.

WebappClassLoader checkThreadLocalMapForLeaks

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
Workaround: You can ignore these errors.
SW00478225 BMC The following database functions are not supported for AdHoc 9.0.00 9.1.00
Remedy reports:
Smart DATE
Reporting QUARTER
WEEK
MONTH
YEAR
If you use these functions, the value returned will be in GMT instead
of the user's local timezone.


SW00487868 BMC On Change KPI dashboard users cannot see the data for Change 9.0.00 9.1.00
Remedy Rollback Rate dial on Change KPI meter.
Smart
Workaround:
Reporting
1. Log on to the BMC Remedy AR Server Mid-Tier as a

reporting administrator.
2. Choose Applications > BMC Smart Reporting > Smart
Reporting console.
3. On the Smart Reporting console, click Browse.
4. Select BMC Remedy Key Performance Indicators > Change
KPI.
5. Open the Change KPI Meter report.
6. On the report, click Edit > Data.
7. Click Advance Settings.
8. Click the filter icon
9. From the filter values select KPI name CHG:CHG:
Roll_Back_Changes and click Submit.
10. Save and then activate the report
Not available BMC Service When you are creating a service request on behalf of another user, 9.1.01
Request and you use type-ahead functionality in the Requested For field, the 9.1.00
Management suggested user names include names that do not match entitlement 9.0.00
or on behalf of rules. 8.1.02
8.1.01
Workaround: 8.1.00
8.0.00
None. When you select a name that is not allowed, an error is
displayed.


SW00482748 BMC Service When you create or update a service request definition (SRD), the 9.0.00
Request following error is displayed: 9.1.00
Management 9.1.01
CMDBBOException occurred: ERROR (120416): An
unknown error occured 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).
SW00462720 BMC Service When you use the Data Wizard to update a user login ID, favorites 8.1.01
Request for that user no 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:ServiceRequest_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.
SW00460995 BMC Service When you submit a Product Ordering service request, the following 8.1.01
Request error is reported: 8.1.02
Management 9.0.00
Please enter valid Manager Name. (ARERR 48905) 9.1.00
9.1.01
Workaround:
For more information about this issue, refer to knowledge article

KA410160, available from the BMC Support Knowledge Base.


SW00463717 BMC Service The Request Again link appears for Quick Launch service requests, 8.1.00
Request even though these service requests do not make use of Request 8.1.01
Management Again functionality. 8.1.02
9.0.00
Workaround: 9.1.00
9.1.01
To request again, locate a quick launch request in Popular Requests
or by browsing categories, select it, and click Submit.
SW00426875 BMC Service When an SRD name includes parentheses, and you include 8.1.00
Request parentheses in a search, the system exhibits one of the following 8.1.01
Management behaviors: 8.1.02
9.0.00
The search is unsuccessful 9.1.00
The search is successful, but includes an error message 9.1.01
stating that the full text search (FTS) service could not
complete the requested operation.
Workaround:
Do not include parentheses when searching for an SRD by its name,

unless you are using a complex query.
SW00425903 BMC Service An attempt to perform a bulk export of SRDs from the Import Export 8.0.00
Request console fails with an error message stating that the script is either
8.1.00
Management busy or has stopped responding.
8.1.01
8.1.02
Workaround:
9.0.00
You can ignore this error message. Click Continue to proceed with 9.1.00
running the script, or select the Do not ask me again option on the 9.1.01
message box and then click No.
SW00490759 BMC Service When a Guest user submits a service request with an attachment 9.0.00
Request and tries to access it in the Request Details screen, the attachment 9.1.00
Management is not visible. 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).
SW00490901 BMC Service When creating a service request using a contact that is different from 8.1.00 9.1.00
Request the specified company, the service request record is created but the 8.1.02
Management corresponding incident creation fails with an error: "The contact for 9.0.00
the creation of an Incident cannot be found, please verify the contact 9.0.01
information and try again. (ARERR 48225)."
SW00490950 BMC Service Canceling a "Waiting Approval" Service Request triggers duplicate 8.1.00 9.1.00
Request cancellation notifications with incorrect statuses. 8.1.02
Management 9.0.00
9.0.01
SW00493609 BMC Service A service request based on an SRD that generates an incident with 8.1.02 9.1.00
Request "Resolved" status fails to complete and is automatically reopened 9.0.00
Management with an "In Progress" status. 9.0.01


SW00494475 BMC Service When importing SRDs with the Data Management Job Console, the 8.1.02 9.1.00
Request sequence of questions in the imported SRDs is out of order. 9.0.00
Management 9.0.01
SW00494526 BMC Service When the "Include Question Text" option is enabled in an SRD, 9.0.00 9.1.00
Request Service Requests based on that SRD do not correctly populate the 9.0.01
Management Notes field.
SW00470167 BMC Service Answer question action with CUSTOMER keyword does not work 8.1.01
Request with one-time OBO with the Save as draft option. 8.1.02
Management 9.0.00
9.0.01
9.1.00
9.1.01
SW00491268 BMC Service When sending a question to a customer in the Approval Console 9.1.00
Request with the German local specified, the Details window displays
Management "Question from approver" in English instead of German.
SW00491432 BMC Service Under certain conditions, canceling a new service request sets its 9.1.00
Request status to In Progress instead of Canceled. The user must cancel the
Management service request again to set its status to Canceled.
SW00491420 BMC Service Requests created through email are susceptible to cross-site 7.6.04 9.1.01
Request scripting, a potential security vulnerability. 8.0.00
Management 8.1.00
8.1.01
8.1.02
9.0.00
9.1.00
SW00501461 BMC Service In the Request Entry console, if you expand a large menu near the 8.1.00 9.1.01
Request bottom of the screen and then click the scroll bar, the expanded 8.1.01
Management menu items disappear. 8.1.02
9.0.00
9.0.01
9.1.00
SW00504213 BMC Service You cannot update the work order Assignee when there is an 8.1.00 9.1.01
Request attachment in the Work Info log. 8.1.01
Management 8.1.02
9.0.00
9.0.01
9.1.00
SW00506317 BMC Service For check box questions, responses that contain special characters 8.1.02 9.1.01
Request are converted to encoded HTML. The encoded HTML is then passed 9.0.00
Management to SR field and variable mappings. 9.0.01
9.1.00
SW00507190 BMC Service When an incident is cancelled through a service request, a 8.0.02 9.1.01
Request notification is sent to all members of the service request Assignee 8.1.00
Management Group, when only the Assignee should be notified. 8.1.01
8.1.02
9.0.00
9.0.01
9.1.00


SW00494607 BMC Service When using BMC Service Resolution 3.0.01 with BMC Remedy 9.0.00
Desk: ITSM 9.0, the following date format error occurs when the 9.0.01
Incident HPD_IncidentOutboundEvent web service is called to search based 9.1.00
Management 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
SW00495653 BMC BMC Knowledge Management calculated the business time between 9.1.00
Knowledge flagging and unflagging of articles only for the Completed status. The
Management Rejected status was not considered for business time calculation.
SW00481200 BMC If a user sent an email through a knowledge article from Knowledge 9.0.00 9.1.00
Knowledge Management Console, an entry was not recorded in the Email Log 8.1.02
Management tab. This happened only if the sender had access restrictions of a
service provider. However, if the sender had unrestricted access, an
entry was recorded in the Email Log tab.
SW00488217 BMC Pending review notifications were not sent to all assignees when 9.0.00 9.1.00
Knowledge multiple articles had the same next review date and different 8.1.01
Management assignees.
SW00493364 BMC You created an article from an incident in Smart IT and set the status 9.0.01 9.1.00
Knowledge of that article as In Progress. If you opened the same incident record
Management from BMC Remedy Mid Tier and navigated to the Relationship tab,
the status of the related article was displayed as Published, while the
actual status was In Progress.
SW00464639 BMC The German translation of Retire Approval could not be clearly 9.0.00 9.1.00
Knowledge understood. 8.1.00
Management
SW00471589 BMC The message for ARNOTE 170236 was not translated to German. 9.0.00 9.1.00
Knowledge The following English message appeared: 8.1.01
Management
Search preferences removed successfully. Please
disconnect and log in again. (ARNOTE 170236)
SW00473055 BMC When creating a knowledge article using a Reference template, you 9.0.00 9.1.00
Knowledge pasted an HTML code by clicking the View HTML Code button on 8.1.01
Management the Content tab and saved the article. Then while previewing the
article, if you clicked the small triangle icon to expand the content
details, the triangle icon toggled correctly, but the content did not
unhide. However, the contents expanded correctly if you clicked on
the background area of the small triangle icon while previewing the
article, or when you opened the article for editing.
The issue occurred only when you used the Article Conversion Tool
on Mozilla Firefox and Internet Explorer web browsers, and did not
occur if you created the article directly from the Reference template.
SW00473868 BMC The German translation of Product Categorization was not correct. 9.0.00 9.1.00
Knowledge Also, the German translation of Operational Categorization and 8.1.01
Management Product Categorization was inconsistent.


SW00476433 BMC The error message descriptions of ARERR 170234 and ARERR 9.0.00 9.1.00
SW00477013 Knowledge 170091 were not translated in German. 8.1.02
Management
SW00485960 BMC In a new version of knowledge article, if you changed some data 9.0.00 9.1.00
Knowledge such as operational category, and then moved the article to Publish 8.0.00
Management for Approval status, an approval signature was generated for old
version of article, along with the signature of new version.
SW00488946 BMC The View Counter and Use Counter fields on knowledge article did 9.0.00 9.1.00
Knowledge not display correct values of view count and use count. The counters 8.1.00
Management did not increment correctly every time you viewed or used an article.
As a result you could not identify important articles.
SW00489711 BMC The default value of Use Counter field of an article was set to NULL 9.0.00 9.1.00
Knowledge instead of zero. 8.1.00
Management
SW00490824 BMC You could not update title of a knowledge article in Draft status. 9.0.00 9.1.00
Knowledge When you tried to update the title of an article in Draft status, the 8.1.01
Management following error occurred:
Too many filters processed during this operation

(ARERR 298).
SW00490993 BMC Because the Submitter and Submitted Date fields were not available 9.0.00 9.1.00
Knowledge on the Update Request form, you could not know the submitter of an 8.1.00
Management update request.
SW00491001 BMC New versions of knowledge articles did not retain the Use Counter, 9.0.00 9.1.00
Knowledge View Counter and Search Boost Value values from the older version. 8.1.00
Management
SW00491177 BMC While creating a new article conversion using the Article Conversion 9.0.00 9.1.00
Knowledge tool, if you entered the mandatory fields on the General tab, and 8.1.02
Management then on the Organization & Categorization tab if you selected a
Company and the Use Fixed values option, the Business Service
menu did not populate any values.
SW00493330 BMC When you accessed the RKM:KnowledgeArticleManager form using 9.0.00 9.1.00
Knowledge a direct access URL, only a blue colored background page 8.1.01
Management appeared. You could not open the form in search mode.
SW00495008 BMC When you opened the advance view of a knowledge article, the View 9.0.00 9.1.00
Knowledge Counter incremented by two. 8.1.02
Management
SW00497183 BMC If you assign an article to yourself from the Quick Actions drop down 9.0.00 9.1.00
Knowledge list on the Knowledge Management Console, the Assignee field was 8.1.02
Management set correctly, but the Assigned Group field was incorrectly set.
SW00467787 BMC When you performed actions such as clicking the Use or Visibility 9.0.00 9.1.00
Knowledge groups buttons on knowledge articles, a message box appeared on 8.1.00
Management the top of the article for a short duration. The message did not allow
the user to close it after reading. It automatically disappeared after
some time


SW00470494 BMC The following string on the Run tab of RKM:DocumentsMigrationTool 9.0.00
Knowledge form is not translated to German: 8.1.02
Management
Use this tab to select one or more XML templates and to run the
conversion.
SW00475097 BMC The German translation for some filters on the Report Console is not 9.0.00
Knowledge available. The Available Fields list from the Show Additional Filter in 8.1.01
Management the Report Console is not completely translated in German for the
Knowledge category.
SW00475248 BMC The Knowledge Category field on the Report Console is translated 9.0.00
Knowledge as Kategorie Wissen. For other functions such as Knowledge 8.1.01
Management durchsuchen, Knowledge-Quellen verwalten, Knowledge-
Sichtbarkeit verwalten, and so on, the the word Knowledge is not
translated to German. It is retained in English.
SW00490748 BMC Service In a problem investigation notification, the value of Investigation 9.0.00 9.1.00
Desk: Driver was not translated to German. 8.1.02
Problem
Management
SW00492796 BMC Service In Problem Management, company specific notifications did not get 9.0.00 9.1.00
Desk: triggered when you disabled the global notifications after configuring 8.1.00
Problem the following notification tags on the SYS: Notification form: 7.6.04 SP2
Management
PBM-PAS-AssigneeAssociatedChangeCompletion
PBM-PAS-ManagerAssociatedChangeCompletion
PBM-PKE-AssigneeAssignment
PBM-PKE-GroupAssignment
PBM-PKE-ProblemManagerAssignment
PBM-KDB-AssigneeGroupAssignment
PBM-KDB-AssigneeIndivAssignment
PBM-PKE-ProblemManagerGroupAssignment
SW00484218 BMC Service For service request emails sent through the Rule Based Engine 9.0.00 9.1.00
Request (RBE), if the email body contained more than 99 characters, the 8.1.00
Management BMC Service Request Management work notes were not updated.
SW00459128 BMC Service In the Italian locale, the Resolved incident volume by product 9.0.00 9.1.00
Desk: categorization report on HPD:HelpDesk form did not retrieve any 8.1.00
Incident data. A blank report was displayed. 7.6.04 SP4
Management
SW00468855 BMC Service If you were a non-support Staff user with both Incident Submitter and 9.0.00 9.1.00
Desk: Incident User permissions, and you tried to submit an incident 8.1.00
Incident request, the ARERR 326 error occurred.
Management
SW00488806 BMC Service When viewing a broadcast message that was modified and saved 9.0.00 9.1.00
Desk: without making any changes, clicking the green icon next to the 8.1.02
Incident Broadcast Originated From ID field did not open the HPD:Help Desk
Management form.


SW00490698 BMC Service The HPD:IncidentInterface_Create form mapped Location Company 9.0.00 9.1.00
Desk: into Contact Company. If the Service Request Definition (SRD) had 8.1.00
Incident different mapping defined for Location Company, error ARERR
Management 48255 occurred and incident creation failed.
SW00490888 BMC Service Performance was impacted when you created or opened incident 9.0.00 9.1.00
Desk: requests. 8.1.00
Incident 7.6.04 SP4
Management
SW00491076 BMC Service In Incident Management, company specific notifications did not get 9.0.00 9.1.00
Desk: triggered when you disabled the global notifications, after configuring 8.1.00
Incident the following notification tags on the SYS: Notification form: 7.6.04 SP2
Management
HPD-CRQ-ChangeRequestStatus
HPD-PBI-IncidentInvestigationAssociation
HPD-PBI-InvestigationCompleted
SW00491465 BMC Service Broadcast message did not popup although it is configured in the 9.0.00 9.1.00
Desk: Application Preferences. The behavior of broadcast popup did not 8.1.02
Incident work as per the documentation.
Management
Refer the updated documentation. See Working with broadcasts.
SW00494444 BMC Service After navigating to the Incident Management Console > Functions > 9.0.00 9.1.00
Desk: KPIs option, when you chose to view all open incidents by clicking 8.1.00
Incident the All Open link under Total Open Incidents, the incidents with
Management Pending status were not included.
SW00494501 BMC Service After you cancelled an incident request from the Request Entry 9.0.00 9.1.00
Desk: Console, the Assigned Group members did not receive any 8.1.02
Incident cancellation notification.
Management
SW00495162 BMC Service In Best Practice View, while creating and incident request, you 9.0.00 9.1.00
Desk: selected a company, then clicked the Next button and selected a 8.1.00
Incident user. If you then clicked the Previous button to clear the data in
Management Customer+ field, the erase button was disabled. You could not clear
the data in the Customer+ field.
SW00495841 BMC Service The My Searches function on Incident Management Console does 9.0.00 9.1.00
Desk: not work correctly when you create a search qualification that 8.1.02
Incident contains an AND or OR clause.
Management
SW00497891 BMC Service The out-of-the-box Resolved Incident Volume by Product 9.0.00 9.1.00
Desk: Categorization web report did not show any data in Japanese locale. 8.1.02
Incident
Management
SW00470559 BMC Service When you created a Solution Database related to a Problem 9.0.00 9.1.00
Desk: Investigation request, the relationship was not created. 8.1.00
Problem
Management


SW00477492 BMC Service In German locale, there are duplicate entries for the Role filter on the 9.0.00 9.1.00
Desk: Problem Management Console. 8.1.02
Problem
Management
SW00488339 BMC Service When you create a problem investigation record, the Contact 9.0.00 9.1.00
Desk: Company is set as your default Support Group Company. As a 8.1.00
Problem result, if you are a member of multiple companies in a multitenant
Management environment, users who do not belong to a particular company can
also view the problem investigation record.
This issue has been fixed with the new row-level security feature in
BMC Remedy ITSM 9.1.00. For more information, see Row-level
security.
SW00500412 BMC Service The PBM:PPI:CreateProblem_155_WorklogSetType filter referenced 9.0.00 9.1.00

Desk: an incorrect field in its Run If qualification. The value of Work Info 8.1.01
Problem Type for Problem Investigations created using PBM:
Management ProblemInterface_Create form were overwritten.
SW00490130 BMC Creation of work information notes through the Rule Based Engine 9.0.00 9.1.00
Remedy (RBE) showed inconsistent behaviour for different BMC Remedy 8.1.01
ITSM ITSM applications. You should be able to create work information
notes for all applications through RBE with the type as Email Engine.
However for some applications, such as BMC Problem
Management, you could create work information notes with the type
as Customer Communication.
SW00448716 BMC The sort order of work information entries on the TMS:Task form 9.0.00 9.1.00
Remedy was not consistent with other BMC Remedy ITSM forms such as 8.1.00
ITSM HPD:Helpdesk. The other forms display the records in descending 7.6.04 SP2
order on date, with the newest entry displayed first. The TMS:Task
form displayed records in ascending order on date, with the latest
record as the last entry in the Work Info History table.
SW00494359 BMC Service You had a ticket and two or more Service Targets (SVT) from one 9.0.00 9.1.00
Level Service Group. The ticket did not meet the Start When condition of 8.1.00
Management any of the SVTs. When you submitted the ticket by attaching one
SVT, the Due Date, OverallStartTime, UpStartTime fields of the SVT
were not populated. However, when you switched to another SVT
that had not started yet, the Due Date, OverallStartTime,
UpStartTime fields were populated with values. This affected the
overall service targets measurements.
SW00488113 BMC Service The fields on Work Orders in BMC Service Request Management 9.0.00 9.1.00
Request were misaligned for Korean, Spanish, and French locale. The issue 8.1.01
Management was observed only for upgrades of BMC Service Request
Management 7.6.04 to version 8.1.01.
SW00489738 BMC Service Measurement status on the SLM:TeamMeasurement form shows 9.0.00 9.1.00
Level incorrect values of service target measurements for Service Targets 8.1.01
Management with a status of Missed Goal.


SW00471125 BMC In BMC Remedy ITSM with German locale, when you navigate to 9.0.00
Remedy Change Management > Search Change, and then search for change 8.1.01
ITSM requests with Rejected status, the search criteria is set as Draft.
Also, some selection fields such as Rejected and Closed statuses
are not translated to German.
SW00451716 BMC With BMC Remedy ITSM in German locale, when you open an 9.0.00
Remedy attachment on the Request Entry Console, the button text Auf 8.1.00
ITSM Datenträger speichern is truncated. The field length is not sufficient 7.6.04 SP4
for the text.
SW00481874 BMC Service The SLM:AuditLog form is available only in English locale. It is not 9.0.00
Level translated to other locales, such as French. 8.1.00
Management
SW00468841 BMC When you tried to create People records using the Data 9.0.00 9.1.00
Remedy Management tool with the Profile Status field set to Offline, the 8.1.00
ITSM records were created with a status of Enabled.
Not available BMC Conversion of articles from CSV format is not supported by the 9.1.00
Knowledge Article Conversion Tool. 9.0.00
Management 8.1.01
SW00505609 BMC When multiple users have same email address, the user sync job 9.1.00
Remedy creates only one user instead of creating multiple users. In such a
Smart case, the user sync job does not function like user onboarding that
Reporting 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
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
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.


SW00484631 BMC If you updated change request attributes such that the update 8.1.00 9.1.01
Change initiated the approval phase, approval mappings matching the 9.0.00
Management updated attribute values were not considered for approval signature 9.1.00
generation. Instead the attribute values prior to the update you made
were matched with the approval mapping qualification criteria,
causing the mappings to be disregarded.
Example
Suppose you had two approval mappings:
Mapping 1, where Change Class = Normal

Mapping 2, where Change Class = <blank>, which can be any
class.
You created a new change request with Change Class = Standard

and saved it. You then updated the change request to set the
Change Class = Normal, and moved the change request to the next
stage.
In this case, Change Class = Normal qualified the criteria for

Mapping 2, which can be any class. However, for Mapping 1, the
Change Class prior the update, which was Standard, was
considered. Because it did not meet the qualification criteria,
Mapping 1 was disregarded for approval signature generation.
SW00471679 BMC Service When you resolved an original incident request that had a large 8.1.00 9.1.01
Desk: number of related or duplicate incidents requests, some of them 9.0.00
Incident continued to remain in Pending status. Not all related and duplicate 9.1.00
Management incident requests were resolved.
SW00504999 BMC For external articles, the Request Cancellation functionality did not 8.1.00 9.1.01
Knowledge work and external articles could not be cancelled. 9.0.00
Management 9.1.00
SW00505000 BMC The Delete Article functionality was available for external articles that 8.1.00 9.1.01
Knowledge were in Published status, whereas the functionality should be 9.0.00
Management available only for articles that are in In Progress status. 9.1.00
SW00468709 BMC You invoke a web service call through SOAP UI to modify a ticket in 8.1.00
Remedy BMC Remedy ITSM applications. While modifying the ticket, you 9.0.00
ITSM provide mandatory information such as login credentials, ticket ID, 9.1.00
and values of fields you want to modify. Other fields that were 9.1.01
mandatory during ticket creation already contain values you entered
while 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.


SW00508490 BMC Service In BMC Remedy Incident Management, if multiple main branches 8.1.00 9.1.01
Desk: were configured in one decision tree, the decision tree functionality 9.0.00
Incident did not work as expected. The following issues were observed while 9.1.00
Management using the decision tree:
The Decision Tree Selection popup window displays only the

first main branch. You cannot view or select the next main
branches.
The Select and Back buttons do not work correctly, and the
selected branch item does not get applied to the incident
ticket.
The overall user interface and functionality is not useful when using
decision trees that have multiple main branches.
Refer the updated documentation. See Using the Incident

Management decision tree in version 9.1.01.
SW00493686 BMC Full Text Search indexed knowledge articles based on the 8.1.02 9.1.01
SW00509407 Knowledge ArticleAuthor field, which returned irrelevant search results. If your 9.0.00
Management search string contained an author name, the articles authored by 9.1.00
that author became more relevant than the articles that were
relevant to the subject of the search. As a result, the search results
also contained articles authored by the author, but not relevant to the
search subject.
SW00509713 BMC Service When updating an incident request through email, value of the 9.1.01
Request Source field on SRM: Request form for the work note is not updated
Management to Email. Instead, the field remains blank. The Rule Based Engine
does not update the Source field correctly.
Workaround
Currently, no workaround is available for this issue.
SW00509522 BMC Service When creating a work note for a work order via email, if the email 9.1.01
Request subject line contains strings such as 'WO', 'wo', 'Wo', or 'wO'
Management preceding the work order ID, the Rule-Based Engine does not
identify the work order number correctly, and a work note is not
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.
RTF fields known and corrected issues

Component Issue Description Affected
versions


versions
AR System SW00491125 MultiForm Search or Global Search generates the following exception when the 9.1.00,
server search string contains brackets within double quotes
9.0.01
Unknown system error : java.lang.StackOverflowError (ARERR
8790)
AR System SW00491979 In case of termination due to manual shut-down, server restart, or server logout on 9.1.00,
server Windows 2008 or Windows 7 the DDM fails to store the last migrated record ID in the
9.0.01
<instruction_file>_LastSuccessfulID.txt file present in a Working folder under
<MigratorInstallDirectory>\DeltaDataMigration. The CTRL_SHUTDOWN_EVENT and
CTRL_LOGOFF_EVENT are not received on Windows 2008 or Windows 7 which
causes the failure.
AR System SW00492765 When you modify a value for a CI using a Russian locale and retrieve the value using 9.1.00
server ARGetEntry API call, the AR API returns garbage characters.
AR System SW00492280 If you select a non-English locale and perform a message action on a filter or active 9.1.00
server link, the field id in the message are not replaced with the field values.
AR System SW00494143 If you use Oracle database and BMC Remedy Knowledge Management's external 9.1.00,
server file system knowledge source, and when schema reindex or periodic scan is
9.0.01
performed for RKM:VF_FileSystem vendor form, the following error occurs in arerror.
log file:
ORA-01652: unable to extend temp segment by 128 in tablespace

ARTMPSPC_8000
Workaround:
Prerequisites
1. If you are using Oracle database and BMC Remedy IT Service Management
is already installed before upgrading to BMC Remedy AR System 9.1, or,
2. If you are using Oracle database and BMC Remedy IT Service Management
is freshly installed, after fresh installation of BMC Remedy IT Service
Management is complete.
Perform the following steps:
1. Identify the schema id for RKM:VF_FileSystem vendor form using following

SQL query:
SELECT schemaId, name FROM arschema WHERE name = 'RKM:
VF_FileSystem';
2. Create an index on E0, E1 … E31 columns on B table for above form to allow
Oracle to generate appropriate index for dynamic data in this vendor form
using the following SQL query:
CREATE INDEX INDEX_E32_B<schema-id> ON B<schema-id> (E0,

E1, E2, E3, E4, E5, E6, E7, E8, E9, E10, E11, E12, E13,
E14, E15, E16, E17, E18, E19, E20, E21, E22, E23, E24,
E25, E26, E27, E28, E29, E30, E31);
COMMIT;
where, <schema-id> is the schemaId received from the above query.


versions
AR System SW00417387 An email message is sent to all the users registered on the People form 9.1.00,
server (users belonging to a particular group) under either of the following circumstances:
9.0.00,
A user on the People form has an email address such as "00000",
8.1.00,
group IDs, or some garbage characters, and an incident is created for this
user. 7.6.04,
The user who is creating a ticket for the customer for whom the incident is
being created 7.5.00,
replaces the value in the Email address field with zeros (for example, 000000)
7.1.00
or the group ID and submits the incident.
AR System SW00493589 When C API client tries to connect to BMC Remedy AR System 9.1 on Internet 9.1.00,
server Protocol version 6 (IPv6) using a port mapper, the connection fails with the following
9.0.01
error:
Cannot establish a network connection to the AR System server.
Workaround:
Install BMC Remedy AR System 9.1 on Internet Protocol version 6 (IPv6).
AR System SW00445408 If you integrate BMC Remedy AR System and BMC Atrium Single Sign-On in version 9.1.00,
server 8.0.00
and then you upgrade the BMC Remedy AR System server and 9.0.00,
BMC Remedy Mid Tier to version 9.1, you break the integration with the SSO Server. 8.1.00,
Workaround:
8.0.00
Re-run the version 9.1 SSO integration utilities that are installed with the
BMC Remedy AR System server and BMC Remedy Mid Tier to restore the
integration with the version 8.0.00 SSO Server.
For more information, see:
Running SSOARIntegration utility on the AR System server

Running the SSOMidtierIntegration utility on the Mid Tier
AR System SW00467043 In the AR System Job form, when you create a job with Job Type as Report and 9.1.00,
server select
9.0.00,
Schedule Information type as Hourly or By Minute,the record is not created
generating the following error: 8.1.00
ARERR [8753] Error in plugin: ARSYS.ARF.REPORTSCHEDULER
Workaround:
For the Schedule Information type as Hourly, manually set the recurrence field. For
example:
weekofmonth=;dayofmonth=;weekdays=0-6;frequency=1;subtype=;hours=0-23;


versions
AR System SW00467816 In BMC Remedy AR System 9.1, when you create a web service filter action and 9.1.00,
server specify
9.0.00,
the username in the format <domainName\username>, the domainName is removed
automatically. 8.1.01
The web service filter action fails and a 401 Unauthorized Error error occurs.
Workaround:
Specify the username in the format <domainName\domainName\username> or
<username@FullyQualifiedDomainName>.
For example if the domainName is abc and username is xyz, specify the username
in the format abc\abc\xyz or xyz@abc.com
AR System SW00469288 In BMC Remedy AR System 9.1 on a Windows Operating System with HR (Croatian) 9.1.00,
server locale,
the AR Server converts the dates to dd.mm.yyyy HH:MM:SS format, 9.0.00,
but it does not convert the date back to EPOCH format. The following error occurs: 8.1.01
ARERR 313: Incompatible data types for intended relational
operation.


versions
AR System SW00488782 The BMC Remedy AR System 9.1 does not support the data type LONG RAW. 9.1.00,
server
After upgrading to BMC Remedy AR System 9.1, when you insert data into the 9.0.01,
character fields,
9.0.00
diary fields or attachment fields which have data type as LONG RAW, and you
search for the data,
the data is not displayed in the search results.
Workaround:
Execute the following commands to search for all the columns that use the data type
as LONG RAW
and convert the data type for these columns to BLOB or CLOB.
For Character and Diary fields:
1. a. Execute the following command to find the columns which have data
type as LONG RAW:
SELECT TABLE_NAME, COLUMN_NAME, DATA_TYPE FROM

ALL_TAB_COLUMNS
WHERE DATA_TYPE='LONG RAW' AND
(TABLE_NAME IN (SELECT CONCAT('T', SCHEMAID) from arschema))
b. Execute the following command for each entry obtained from the above
query to
convert the data type to CLOB
ALTER TABLE <tableName> MODIFY (<columnName> CLOB);
For Attachment fields:
1. a. Execute the following command to find the columns which have data
type as LONG RAW:
SELECT TABLE_NAME, COLUMN_NAME, DATA_TYPE FROM

ALL_TAB_COLUMNS
WHERE DATA_TYPE='LONG RAW' AND TABLE_NAME LIKE 'B%'
AND COLUMN_NAME LIKE 'C%'
b. Execute the following command for each entry obtained from the above
query
to convert the data type to BLOB
ALTER TABLE tableName MODIFY ( columnName BLOB);
AR System SW00471581 If you upgrade from BMC Remedy IT Service Management 7.6.04 or an earlier 9.1.00,
server version to 9.1,
9.0.00,
there is a potential for view creation failure during the upgrade resulting in a field
count mismatch on forms. 8.1.01
These forms are not cached when you restart the AR Server.


versions
AR System SW00487839 BMC Atrium Integrator data is not available on the AR System Server Group 9.1.00,
server Operation Ranking form.
9.0.01,
Workaround:
9.0.00
Perform the following steps to add the data manually:
1. Open the AR System Server Group Operation Ranking form in New Request
mode.
2. Select Atrium Integrator from Operations list.
3. From the Server list, select the server name.
4. Add rank and click Save.
AR System SW00488374 If you register RKM External File Source to BMC Knowledge Management and 9.1.00,
server upgrade to
9.0.01,
BMC Remedy IT Service Management version 9.1, duplicate Knowledge Articles are
created. 9.0.00
Workaround:
1. Open the RKM:VF_FileSystem_Manageable_Join form in BMC Remedy

Developer Studio.
2. From the Definitions tab, select Full TextSearch link.
3. In the Days field enter 5 and save the form.
4. Upgrade the BMC Remedy AR System server.
If the issue still persists, perform the following steps:
1. Login to BMC Remedy AR System server as a Knowledge Management

Administrator.
2. Select Application > Knowledge Management > Knowledge Management
Console.
3. From the Functions tab, select Manage Knowledge Sources.
4. From the pop up window select the sources which are of the type File System
Path and
click Rebuild Index.
Note: The Rebuild requires time based on the number of files registered as File
System Path Source.


versions
AR System SW00494703 If you enable the Always Logging ON with default settings, the Java plugin server 9.1.00
server heap memory consumption is high.
SW00498954
Workaround:
1. Open the armonitor configuration file. For Windows, armonitor.cfg file located
at <ARSystemInstallDir>\ARSystem\Arserver\Conf folder. For UNIX, armonitor.
conf located at /etc/arsystem/serverName folder.
2. Locate the Java plug-in server command and add the following parameters:
-XX:+UseConcMarkSweepGC
-XX:+UseParNewGC
For example:
"C:\Program Files\Java\jre1.8.0_51\bin\java" -Xmx512m -classpath -XX:

+UseConcMarkSweepGC -XX:+UseParNewGC
"C:\Program Files\BMC Software\ARSystem\pluginsvr;
C:\Program Files\BMC Software\ARSystem\pluginsvr\arpluginsvr91_build001.
jar;
C:\Program Files\BMC
Software\ARSystem\approval\bin\armaskingImpl91_build001.jar;
C:\Program Files\BMC
Software\ARSystem\arserver\api\lib\arcmnapp91_build001.jar" com.bmc.arsys.
pluginsvr.ARPluginServerMain -x <SERVER NAME> -i "C:\Program Files\BMC
Software\ARSystem
AR System SW00496301 If you use the following query on BMC Remedy AR System server with Oracle 12 9.1.00
server database:
select DATEDIFF('dd',DateAdd('dd',6,`Modified Date`),DATEADD('dd',4321,

`Create Date`)) as D1,
DATEDIFF('wk',DateAdd('dd',6,`Modified Date`),DATEADD('dd',4321,`Create
Date`)) as D2
from `JDBCTestFormA`
you might get the following error: Error: ERROR (552): The SQL database operation
failed.; ORA-00918: column ambiguously defined This error occurs due to the
limitations in Oracle 12 to execute such type of queries.
AR System SW00498432 If you export the User form data and import back, from an old client (for example 9.1.00
server BMC Remedy Mid Tier 9.0 SP1 or BMC Remedy Mid Tier 8.1) which is connected to
SW00499897 BMC Remedy AR System server 9.1, authentication fails.
The login fails due to the change in password storage format. When you login to
BMC Remedy AR System server 9.1, the password is stored in a new format.
However the older clients use the old client libraries to export data and assume that
the password is in old format, and we cannot export the User form data and import
back.
Workaround:
You should use the clients upgraded to 9.1 to export and import data.
AR System SW00497005 If you execute a SQL query on database then the Except operator takes precedence 9.1.00
server over the other operators. For a JDBC query, the query traversal is from left to right
irrespective of the Set operator. So the results for such queries differ.


versions
AR System SW00498437 If you execute JDBC set queries having different alias names, the query is not 9.1.00
server parsed and you might get an error message.
Workaround:
You should use the same alias name for set query.
AR System SW00495468 If you are using an Oracle database and you use a JDBC query with the LPAD and 9.1.00
server RPAD functions, the following error occurs:
Error: ERROR (552): The SQL database operation failed.; ORA-00932: inconsistent
datatypes: expected CHAR got NUMBER The LPAD and RPAD functionality is
supported for character fields only and not supported for integer fields.
AR System SW00500362 After upgrading BMC Remedy AR System to 9.1, if you select full text search 9.1.00
server searching, and then install BMC Remedy ITSM 9.1, and verify the indexes of RKM
Knowledge Article, the number of articles indexed is not equal to the database
entries of RKM Knowledge articles form. You may find duplicated number of articles
indexed.
Workaround:
Before installing BMC Remedy ITSM 9.1, navigate to AR System

Administration Console. On the Server Information form, on FTS tab, select
Disable FTS Indexer.
Install BMC Remedy ITSM 9.1.
When the installation completes, navigate to AR System Administration
Console. On the Server Information form, on FTS tab, uncheck Disable FTS
Indexer.
AR System SW00500149 If you install BMC Remedy AR System 9.1 or upgrade to BMC Remedy AR System 9.1.00
server 9.1 on UNIX environment, and you stop any process, armonitor fails to restart the
process.
Workaround:
When the install or upgrade of BMC Remedy AR System 9.1 completes, restart the
BMC Remedy AR System server.


versions
AR System SW00499617 In the armonitor file, if you add a Java argument for the Java plug-in server 9.1.00
server command such as:
-XX:OnOutOfMemoryError="taskkill /PID %p /F"
the following error occurs:
Error: Could not find or load main class taskkill .PID %p .F
Workaround:
You should create a script file for the argument and provide the script file name with
the parameter.
For UNIX, you should locate the script file in the bin directory.
Example
For Windows,
-XX:OnOutOfMemoryError=[script file name, outofmemoryaction.bat]
For UNIX,
-XX:OnOutOfMemoryError=[script file name, outofmemoryaction.sh]
BMC If ADFS use self-signed signing certificate and "AutoCertificateRollover" option is

Remedy enabled, new sign certificate will be generated 20 days prior to expiration of old
Single Sign- certificate and ADFS starts to sign responses with new certificate.
On
This will result in user's log in failure. Response signature isn't verified" error and
SAML authentication failure.
Possible fix could have been to re-import Idp metadata but the problem is that Idp
metadata contains both new and old certificate and RSSO server extracts old
certificate instead of new one.
Workaround
Manually update the signing certificate to a new signing certificate in BMC Remedy
SSO.
BMC SW00494010 After max session time on BMC Remedy Single Sign-On is reached and session is 9.1.00,
Remedy terminated, the user is not redirected to the login screen immediately resulting in
9.0.01
Single Sign- error messages 623 thrown at user every action.
On
Workaround
Close the browser and log on again in a new window.
BMC SW00494024 The memory size consumed by BMC Remedy Single Sign-On Tomcat process 9.1.00
Remedy keeps growing and eventually triggers the Linux OOM killer to kill the process.
Single Sign-
On


versions
BMC SW00497209 While manually configuring BMC Remedy Single Sign-On, when the user uses a 9.1.00
Remedy "plain text password" as the DB password, the user is not able to log on.
Single Sign-
Workaround
On
The user must use the rsso-ds.jar utility to generate an AES-encrypted password.
Usage: java -jar [encryption-algorithm] [initial-key]
Example:
Usage: java -jar rsso-ds.jar my_db_password aes my_key_to_encode
The user must then update the password in the database.properties file.
BMC SW00500279 In the BMC Remedy Single Sign-On Admin console, the user can create unlimited 9.1.00
Remedy number of realms with the same Realm ID.
Single Sign-
Workaround
On
Delete the duplicate realms one by one from the user interface and re-create them
using different realm IDs.
BMC SW00500769 If a user is logged into an application that is integrated with BMC Remedy SSO, the
Remedy user can continue to work with the application even if the BMC Remedy SSO session
Single Sign- expires.
On
The user is prompted for re-authentication only when the user's application session
also expires.
Approval SW00496454/ In Approval Central console, you are unable to approve service requests by clicking 9.1.00
Server SW00497035 Approve. The requests are moved back to Pending state.
Approval SW00494125 In Approval Server, if approval engine fails to release the lock when uncaught 9.0.01
Server exception occurs during custom approval process, the Approval Server stops
responding and cannot clear the pending application.
Developer SW00436945 When you upgrade to version 9.1, the existing overlay objects display the overlay 9.1.00,
Studio type as
9.0.00,
No Overlay for the granular sections such as Permissions, Indexes, Other
Definitions, and so forth.
8.1.00,
Workaround: 8.0.00
Create a new workspace while launching BMC Remedy Developer Studio. The
overlay objects show the overlay type as Overwrite.
Note: The overlay type for Indexes is displayed as Additive.


versions
Developer SW00475891 When you create an association between the main form and its audit form and you 9.1.00,
Studio have chosen this
9.0.00
to follow this association during archiving, all the related audit entries are also
archived with that form.
However, after archiving, when you delete the archived records from the main form,
an audit entry gets added for deletion in the audit form and it is not archived.
Workaround:
you can choose to archive those entries in your audit form which were created due to
deletion
on the form by archive user.
1. Define an archive on your audit form.

2. Select Appear in Archive Policy check box.
3. Add the qualification as 'User'='AR_ARCHIVER' & 'Action'='Delete'.
4. Save the form.
Developer SW00498567 When you open the Developer Studio in Base mode, a banner is displayed in yellow 9.1.00
Studio color. If you try to resize this banner, the resizing fails.
Workaround:
To hide the banner, click Hide.

To restore the banner to its normal size, reset the perspective or navigate to
Window > Show view > Other... > BMC Developer Studio and select Mode Info
.
Email SW00359899 Because the BMC Remedy Email Engine has an open issue for supporting 9.1.00,
Engine LDAP user authentication, the approval notification through the email
9.0.00,
feature is currently not available for users residing on LDAP directories.
8.1.00,
8.0.00,
7.6.03
Email SW00507386 The E-Mail Engine entry is displayed in the AR System Server Group Operation 9.1.00,
Engine Ranking form although the entry is no longer used by AR System server. The entry, if
9.0.01,
it exists, is ignored. Email Engine failover is handled by the service failover
operation. 9.0.00
Mid Tier SW00482947 The fields on the Home page navigation bar for all the BMC Remedy IT Service 9.1.00
Management applications do not gain focus even after you access them using
Keyboard.
Mid Tier SW00492953 In Mozilla Firefox, if you select a Chinese locale in the User Locale list on the Locale 9.1.00,
tab in the AR System User Preference form, the field value on the User form is not
9.0.01
displayed properly.


versions
Mid Tier SW00464462 When you create a new incident by using the Incident Management Console, 9.1.00,
if you select a value from a drop-down list or enter multiple characters in a character
9.0.00,
field,
8.1.00
the new screen rendition is delayed. This delay happens when the chat status in
Incident Management Console is Online.
If you change the chat status to Offline, there is no delay in screen rendition.
This issue is observed in Mozilla Firefox 23, Internet Explorer 8 or other browsers.
Mid Tier SW00475922 The Sync Cache operation does not rebuild the image if you make any changes to 9.1.00,
the image.
9.0.00
Also deleting the image during Sync Cache operation, results in a heavy
performance hit in mid tier.
Workaround:
Change the image name, update the form where the image is saved and
then perform the Sync Cache operation to reflect the changes on mid tier.
Mid Tier SW00434214 When you click a bookmark, the link does not point to the exact bookmark location, 9.1.00,
so you cannot identify the bookmark text in an article.
9.0.00,
8.1.00,
8.0.01
Mid Tier SW00434732 If you install the BMC Remedy Mid Tier with the AR Crystal Web application on a 9.1.00,
64-bit Windows system with BusinessObjects XI version 4 installed, the mid tier
9.0.00,
creates ODBC-driver information on the system. If you open the
ODBC Administrator Tool from the Windows Control Panel, you will not see the
8.1.00,
BMC Remedy AR System ODBC driver listed.
8.0.01
Workaround:
Open the ODBC Administrator Tool from a command prompt:
<WindowsHomeDirectory>\SysWOW64\odbcad32.exe
Mid Tier SW00431582 If you log on to a central mid tier in a distributed mid tier environment using a Safari 9.1.00,
browser
9.0.00,
and open a remote mid tier on a new Safari browser to display a form that resides on
a remote server,
8.1.00,
make some changes, and then you log out from the remote mid tier without saving
the changes, 8.0.00
BMC Remedy Mid Tier does not display a warning that the changes are not saved.


versions
Mid Tier SW00380883 When you open the customizable home page in an inline view field, 9.1.00,
the images to expand or collapse the panels, and to add or remove panels do not
9.0.00,
display correctly.
8.1.00,
Workaround:
8.0.00,
1. Open the AR System Customizable Home Page in BMC Remedy Developer
Studio. 7.6.04
2. Select the Default Administrator View tab and open the Properties window.
3. Go to the Web Header Content property and click the ellipses button.
You see the CSS style rules that reference the class img.btnimg enclosed
in the <STYLE> tag.
4. Open the form with a view field on which you have embedded the home page.
For example, Form X.
5. Verify the <STYLE> tag in the Web Header Content property for Form X.
The CSS rules pertaining to the image buttons must be the same as in AR
System Customizable Home Page.
6. If the style is different, and you are in Best Practice Customization Mode,
create an overlay of the form (Form X). For more information about how to
create an overlay, see Developing an application.
7. Copy the style from the home page form and paste it into the Web Header
Content property
on the form (or the form overlay, as appropriate).
8. If you have other views, or outer parent forms, repeat step 4 through step 7.
For example,assume that you have Form Y with a view field. You embed AR
System Customizable Home Page
on Form Y's view field. The Form Y style for image buttons must match with
the home page style.
Mid Tier SW00380696 Inline view fields do not support Right-to-left (RTL) formatting if the parent form is 9.1.00,
using the Left-to-Right (LTR) mode and vice versa.
9.0.00,
Note: IFrame supports this functionality.
8.1.00,
8.0.00,
7.6.04
Mid Tier SW00342716 If you place a table in a panel, set the panel's Layout Style property to Fill, and set 9.1.00,
the table's
9.0.00,
Auto Fit Columns property to True, the table columns will shrink to fit into the panel's
initial size 8.1.00,
(possibly making the columns unreadable), and the panel is not filled as it grows and
extra slack is left behind. 8.0.00,
7.6.04,
Workaround: Set the table's Auto Fit Columns property to False.
7.6.03
Mid Tier SW00466918 When you upgrade from BMC Remedy Mid Tier 7.6.04 Service Pack 1 to BMC 9.1.00,
Remedy Mid Tier 9.1,
9.0.00,
the user defined values in server.xml file are not retained.
8.1.00,
8.0.00


versions
Mid Tier SW00465528 The following error is displayed in Microsoft Internet Explorer 9 or 10 when the 9.1.00,
value of arsystem.emit_X_UA_compatible_mode variable is set to 10 in the Mid-tier
9.0.00,
configuration file:
ARERR [9506] Unable to display form 8.1.01
Workaround:
Change the browser compatibility settings of the Microsoft Internet Explorer manually.
In Internet Explorer, go to Tools > Compatibility view settings,
and deselect the Display intranet sites in compatibility view option.
Mid Tier SW00464696 The following issues were identified with the Remedy Knowledge Management 9.1.00,
Application (RKM)
and BMC Remedy Service Request Management forms when using JAWS: 9.0.00,
8.1.00
When you open a knowledge entry from the Request Entry form, the dialog
box that
appears is different and does not read the knowledge entry data correctly.
On Service Request forms, all the answer fields are identified as edit fields
regardless of their type.
When you cancel a Service Request form, the confirmation dialog box shows
unwanted string
of text before displaying the message Are you sure.
Mid Tier SW00469539 If you create Web Reports using the BIRT report designer tool, and then import the 9.1.00,
report to
9.0.00,
AR System, and then export the report to MS Excel using Mid Tier,
the heap memory usage rises until either you get an 8.1.01
Out of memory error or you get an Invalid row number error from the BIRT
runtime.
You cannot export the report to MS Excel.
Mid Tier SW00485019 While accessing the applications using BMC Remedy Mid Tier, 9.1.00,
you can open multiple browser windows using workflows.
9.0.00
All the forms opened using the workflows are closed after you log out.
But if you make any changes to open the forms (for example, change the URL in
web address bar
or refresh the page or access any other forms by typing form name) or if a new
browser window or
tab is opened and other forms are accessed. Such windows are not closed by the
mid tier after you log out,
but a session timeout error is displayed if you perform any operations on them.
RTF fields SW00363909 When users select multiple table cells in an RTF field, editing operations do not work 9.1.00,
correctly
9.0.00,
in Internet Explorer browsers. For example, users cannot delete text in multiple table
cells in an RTF field; 8.1.00,
they must delete the text in each cell individually.
8.0.00,
7.6.04,
7.6.03


versions
RTF fields SW00363912 In modify mode, dynamic resizing of RTF fields fails when you switch among panels 9.1.00,
(that were initially collapsed) with RTF Auto Resize set to Vertical in a flow layout
9.0.00,
panel.
This issue occurs in all browsers. In create mode, dynamic resizing works for RTF 8.1.00,
fields.
Only the Collapsible and Accordion panels are affected. 8.0.00,
7.6.04,
7.6.03
RTF fields SW00379854 Inline RTF fields are not supported on floating panels. 9.1.00,
Workaround: Use non-inline RTF fields.
9.0.00,
8.1.00,
8.0.00,
7.6.04
RTF fields SW00383294 In an RTF field with an append menu option, irrespective of where the cursor is set, 9.1.00,
the menu value is always added at the end of the text.
9.0.00,
8.1.00,
8.0.00,
7.6.04,
7.6.03
RTF fields SW00415604 The following are the Rich Text Formatting (RTF) fields open issues for the release: 9.1.00,
SW00414089: When you select the text in the RTF editor and press the Delete 9.0.00,
key,
8.1.00,
an empty box appears in the editor.
SW00411835: After adding an Expand section and typing some text in the 8.0.00
RTF editor,
if you expand and close the section on Internet Explorer 9, the text appears
twice for some time
and then the field refreshes. Also, if you expand the section again, the text
might not display for some time.
SW00410112: When you open a form with an RTF field in Internet Explorer 8
and create a table,
if you then use the mouse to select the table, the table is not highlighted to
identify the selection.
On Firefox, the table border changes to light blue to indicate the selection.
SW00414748: After you click the Spell Checker option on the RTF editor,
if you move the RTF editor to the browser borders, the Spell Checker window
moves or appears outside the browser.
SW00414538: When you enable the Show/Hide Hidden Elements option in an
RTF field in Safari 5.0.5
and close the RTF editor, the option is not enabled when you re-open the
editor.
SW00414535: The Spell Checker option is enabled even when there is no text
in the RTF editor.


versions
SW00402639: Even though the font size is 14, on Internet Explorer 8 the text
appears with
font size 10 in the Expand section Header and the text area.
SW00412246: The Line spaces appear small in the RTF fields and the line
space between the lines
differs in the RTF field and RTF editor. Also, the spaces between the text and
line display differently
in edit mode and display mode.
SW00415767: The spell checker removes some special characters on
Internet Explorer 8.
SW00411837: You cannot cut, copy, and paste the RTF field Expand section
easily on Internet Explorer 9.
SW00411557: You must copy the RTF field Expand section precisely on
Firefox to
copy and paste the section, otherwise the section is not pasted correctly.
SW00416496: In Firefox browsers, the spell checker does always not highlight
all instances of misspelled words.
Also, when you click the Spell Checker option for the second time, sometimes
the Spell Checker window
does not display a message about no misspelled words found.
(These issues only occur when you copy and paste from an outside editor
such as Word.)
SW00414056: Sometimes the cursor is automatically set to the second line
when you open an
RTF editor or set focus to an RTF field.
SW00418290: The spell checker deletes the leading white space above the
Expand section in Internet Explorer.
SW00419728: When you copy the text from an RTF field and pasted in an
another RTF field,
the font size appears different. Also, the font size differs in the Display mode
and Edit mode.
The font size is smaller in the Display mode.


versions
RTF fields SW00424720 The following are the Rich Text Formatting (RTF) fields open issues for the release: 9.1.00,
SW00417023: The spell check feature does not work correctly on double byte 9.0.00,
characters.
8.1.00,
For example, if you add some Chinese words in RTF field, the correct words
are also highlighted. 8.0.00
Note: If you provide space in between the words, the spell check works.
But, the sentence in Chinese must not contain space between words.
SW00417266: The spell check feature does not work correctly on Russian
locale.
If you add some Russian words in RTF field, the correct words are highlighted
and also
does not display words in the suggestion list with the correct spelling.
SW00424712: If you open RTF editor on Internet Explorer 8 and press Enter
while typing
text in the table or the Expand section, the cursor does not appear or move to
the next line.
SW00425010/SW00423983: If you click the strikethrough or underline options
to
apply text formatting in the Expand section and again click the options to
remove formatting,
the options does not work correctly on Firefox or Safari.
On Firefox, to remove the formatting you must highlight the text again
and
include empty line on top and bottom of the text.
On Safari, the strikethrough option applies underline formatting and the
underline option
applies strikethrough formatting to the text.
SW00425333: On Firefox, after you delete an Expand section by selecting the
small delete icon
on the border of expand section, if you add a new Expand section, the section
is not added.
None: Double click on the suggestion list in Spell Checker causes unexpected
results.
You must always perform single click to select a word from the suggestion list.
RTF fields SW00425997 The data length in RTF fields has been increased to support the text formatting in the 9.1.00,
fields.
9.0.00,
8.1.00,
8.0.00
RTF fields SW00466155 The Cut, Copy, Paste toolbar options are supported only by Internet Explorer. Other 9.1.00,
browsers like Firefox,
9.0.00,
Safari, and Chrome support only the keyboard shortcuts for these options (Ctrl+X,
Ctrl+C, Ctrl+V). 8.1.02


versions
Report SW00353206 After deleting fields from a Web report with the Report Console report designer, 9.1.00,
Console an exception is issued when you run the report. Also the Web report is not
9.0.00,
updated after you remove, add, or rename fields. Instead, deleted fields still appear
as a report column, 8.1.00,
added fields do not appear in the available field list, and field names do not change
after being renamed. 8.0.00,
7.6.04,
7.6.03
Report SW00504816 BMC Remedy AR System 9.1.00 does not support reports that have"&" in the report 9.1.00,
Console name. This is a knows issue and presently there are no plans to fix the same.
9.0.00,
The following error is displayed when you process reports that have"&" in the report
8.1.00
name. AR ERROR [9246] Cannot find report reportName of type
reportType for form formName on server serverName. Please see
your administrator.
Assignment SW00465674 When you modify the thread count from the Server Settings in the Assignment 9.1.00,
Engine Engine Administration Console,
and run any process that invokes the AE_CACHE DoCache command, 9.0.00,
the Assignment Engine Cache thread process never finishes. For example, 8.1.01
if you modify the thread count and run the Assignment Engine sanity check, the
check fails.
Workaround:
When you change the thread counts in Assignment Engine, shut down and restart
the AR System Server.
This process terminates the Assignment Engine server and the armonitor restarts the
Assignment Engine server.
Flashboards SW00438995 If you manually deploy version 9.1 flashboards on the same computer and in the 9.1.00,
same path
9.0.00,
and folder where you have an earlier version of the flashboards binaries already
deployed to 8.1.00,
support remote flashboards, the BMC Remedy Flashboards 9.1 installation fails.
8.0.01
Workaround:
Perform either one of the following actions:
Stop the earlier flashboards service before installing BMC Remedy

Flashboards version 9.1.
Install BMC Remedy Flashboards version 9.1 in a different location.
Encryption SW00481606 The BMC Remedy Encryption Performance or BMC Remedy Encryption Premium 9.1.00,
Security installation
9.0.00
is not required on java clients if the AR System server uses RC4 with a 128-bit key
for data encryption.
Migrator SW00436853 When an object's permission is set to Additive overlay and new permissions are 9.1.00,
added to the overlay object, the destination server displays duplicate entries
9.0.00,
for the existing base permissions after migration.
For example, if a Struct Admin permission exists for a base form and you add the 8.1.00,
Struct Subadmin permission in the additive overlay, after migration Developer Studio
displays a duplicate entry for Struct Admin as added-in overlay. 8.0.01


versions
Migrator SW00362555 The BMC Remedy Migrator Command Line Interface (CLI) takes a long time to 9.1.00,
generate
9.0.00,
the .migrator file on the BMC Remedy IT Service Management (ITSM) stack.
The size of the .migrator file cannot exceed 2 GB. 8.1.00,
Workaround: Instead of creating the .migrator file for the whole stack, 7.6.04,
create it in chunks based on object types.
7.5.00
Migrator SW00499968 During migration or comparison, the migrator searches for AP: 9.1.00,
Tooltip_Information_Archive form on the source server and destination server using
9.0.01,
the AR_Archive_Forms.xml file. As the BMC Remedy AR System server stores the
form with name AP:ToolTip_Information_Archive, the migrator returns the following
9.0.00
error:
Form does not exist on server.
Workaround:
Open the AR_Archive_Forms.xml file located at

<MigratorInstallationPath>\DeltaDataMigration\Packages\ARCore\<VERSION>
.
Edit the source form name and destination form name from AP:
Tooltip_Information_Archive to AP:ToolTip_Information_Archive.
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 65)

Technical bulletins (see page 66)
Release notes (see page 66)
Guides (see page 66)
Flashes (see page 67)
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 instructions particular to it The child topic for that service pack or patch under Release notes and notices
(see page 9)
For issues corrected in the service pack or patch, sort the table in Known and
corrected issues (see page 12) 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 68)
Known and corrected issues (see page 12)

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 90)
Installing (see page 106)
Upgrading (see page 198)

Document title Found here in
BMC Remedy IT Service Management Configuration Guide Key concepts

End-to-end process (see page 78)
BMC Remedy IT Service Management Administration Guide Functional role (see page 106)
User permissions (see page 90)
BMC Remedy Knowledge Management Administration Guide
Configuring after installation

Configuring after installation (see page 106)
Data Management
Administering (see page 292)
BMC Remedy Knowledge Management User Guide Using (see page 199)
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 9). If this topic does not exist for a given product release, no urgent
issues have been discovered for that release.
9.1.01: Service Pack 1

This table provides information about fixes and updates in this service pack, and provides
instructions for downloading and installing the service pack.
Updates in This version includes the following enhancements:

Service
Pack 1 Out-of-the-box Knowledge-Centered Support (KCS) escalations now include the following enhancements:
A single escalation, RKM:KCS:RadarData_Compute, runs daily to compute the data for all metrics
required for the KCS reports.
To prevent needless computation of data when Smart IT is not installed, the RKM:KCS:
RadarData_Compute escalation shipped with BMC Knowledge Management 9.1.01 is offline out of
the box. It can be enabled by installing Smart IT 1.5 or enabled manually when required.
RKM:KCS:RadarData_Compute escalation computes data from the last successful run date,
instead of just previous 24 hours. So, if the escalation does not run on a particular day because of
outage, data for that day is not lost.
For more information, see KCS forms and escalations in version 9.1.01 (see page 301).
When the KCS Coach of a KCS knowledge author changes, the new KCS Coach can create and view the
assessment results for the KCS knowledge author, using the KCS : AQI Results for Articles report. The
new KCS Coach can also view the results of old assessments conducted by the previous KCS Coach,
using the same report. The previous KCS Coaches continue to view the results of assessments they
conducted, but cannot view the results of assessments conducted by the new KCS Coach. For more
information, see KCS forms and escalations in version 9.1.01 (see page 301).
Additionally, a BMC Remedy AR System administrator or an unrestricted user having any KCS permission
can view results of assessments conducted by KCS Coaches for any Company.
Support for registration of View Forms through BMC Remedy Knowledge Management console
registration wizard. For more information view the following topics
For information about other enhancements in BMC Remedy ITSM Suite, see 9.1.01: Service Pack 1 in BMC
Remedy ITSM Suite online documentation.

Known and For a list of known issues and issues corrected in this service pack, see:
corrected
issues Known and corrected issues (see page 12)
Application installation and upgrade known and corrected issues in BMC Remedy IT Service
Management Deployment documentation.
Downloading For download instructions, see Downloading the installation files in BMC Remedy IT Service Management
the service Deployment documentation.
pack
Installing the If you are installing the product for the first time, see Installing BMC Remedy ITSM in BMC Remedy IT Service
service pack Management Deployment documentation.
If you are installing this service pack as an upgrade, see Upgrading BMC Remedy ITSM in BMC Remedy IT
Service Management Deployment documentation.
Note: Install BMC Remedy Action Request (AR) System 9.1 Patch 1 and BMC Atrium Core 9.1 Patch 1 before
installing Service Pack 1 of BMC Remedy IT Service Management (ITSM) 9.1. Some of the functionalities of BMC
Remedy applications at version 9.1 Service Pack 1 do not work as expected without BMC Remedy AR System
9.1 Patch 1 and BMC Atrium Core 9.1 Patch 1 . For example, Remedy Single Sign-on (RSSO) configured for
SAML authentication has a dependency on BMC Remedy AR System sever 9.1 Patch 1. See, Installing BMC
Remedy AR System 9.1.00.001 and Installing BMC Atrium CMDB 9.1.00.001.
Version 9.1.00 enhancements

This topic describes the enhancement provided in version 9.1.00 of BMC Knowledge Management.
KCS Support
BMC Knowledge Management now provides support for the knowledge management methods
defined by the Knowledge Centered Support (KCS) framework. While BMC Knowledge
Management is a full-fledged knowledge management tool in itself, it provides back-end support for
KCS for the benefit of organizations that follow the KCS framework in the their IT support
processes.
The following enhancements are provided in BMC Knowledge Management to provide support for
KCS framework:
New permission groups—KCS Candidate, KCS Contributor, KCS Publisher, KCS Coach
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. You can assign KCS permissions to users one at a
time, or to multiple users in bulk using the People Management Console. Iif the users have
existing BMC Knowledge Management user permissions, and you add KCS permissions,
then the BMC Knowledge Management user permissions are automatically removed before
KCS permissions are added.
New out-of-the box knowledge template—KCS template
Several new and updated backend forms and escalations
Data Management enhancements for creating KCS articles from the KCS template

The following enhancements are provided in BMC Remedy with Smart IT (Smart IT) and BMC
Remedy Smart Reporting:
Smart IT— KCS users have access to additional KCS specific functionality, when working
on Knowledge Articles through the Smart IT interface
BMC Remedy Smart Reporting—Several out-of-the-box reports that enable a KCS Coach to
review articles and author performance.
For detailed information, see KCS support in BMC Knowledge Management (see page 85).
Notes
You can use the KCS features only through Smart IT and BMC Remedy Smart
Reporting user interfaces.
With the introduction of KCS support, there is no change in existing features or
functionalities of the BMC Knowledge Management application. If your
organization does not follow the KCS framework, you can continue to use the BMC
Knowledge Management application.
Improved search result relevancy

The default values of Boost Use Relevancy and Boost View Relevancy fields in the Application
Configuration form are updated so that their impact is restrained, thus improving the search
relevancy. As a result, more relevant articles are listed higher up in the search results. For more
information, see Relevancy section (see page 185) and SW00498505 (see page 12) in BMC
Knowledge Management online documentation.
Enhancement to BMC Remedy ITSM user permissions

The following enhancements or changes are made to the BMC Remedy ITSM data access model:
Support group centric ticket data access — T icket data access is now managed based on
individuals (for example, submitter, on behalf of, and assignee) and support groups
associated with a ticket. This restricts ticket access to only those users who are directly
connected to a ticket or to a support group associated with a ticket. For more information,
see Row level security .
Support for hierarchical groups — This feature is based on the existing hierarchical group
feature in BMC Remedy AR System and allows you to c reate collector groups that are
parents of other groups. The parent group can access its own ticket data and the ticket data
of its child groups. You can extend the ticket data access to higher groups using hierarchical
groups . For more information, see Hierarchical groups.

Assignment menus are tied to the company fields — Manual support group assignment is
now restricted to the company the ticket is for. The assignment menus display support
groups relevant to the location and contact companies mentioned on a ticket. The new
Application Administration Console > Foundation > Advanced Options > Support Group
Assignment Configuration > Configure Assignment Groups for a Service Company form
allows you to define valid support groups for a company. For more information, see
Assignment menus: including or restricting support groups.
For more information on the above enhancements and post upgrade considerations, see Data
access model enhancements in BMC Remedy ITSM 9.1.
Note
This feature affects the following BMC Remedy ITSM applications:
BMC Asset Management

BMC Change Management
BMC Service Desk
BMC Service Request Management
BMC Knowledge Management
BMC Service Level Management (only hierarchical groups)
Related topics
Known and corrected issues (see page 12) for a list of open issues and issues corrected in this
release.
Version 9.1.00 enhancements for information about enhancements in BMC Remedy ITSM Suite.
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 71)

Key concepts (see page 71)
User goals and features (see page 89)

Quick start
Use these links to quickly find information that will help you get started working with BMC Service
Desk. The links are organized by broad user types:
End users: Using (see page 199)

Administrators: Configuring after installation (see page 106), Administering (see page 292)
Developers: Developing (see page 295)
Related topic
User goals and features (see page 89)
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 71)

Product architecture (see page 73)
End-to-end process (see page 78)
Business Service Management (see page 84)
KCS support in BMC Knowledge Management (see page 85)
User roles (see page 88)
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 199)
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 184) 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 79)

After publishing an article (see page 81)
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 210) 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. 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 85)

Product compatibility with KCS features (see page 86)
BMC Knowledge Management support for KCS features (see page 86)
KCS features provided through Smart IT (see page 87)
KCS reports provided through BMC Remedy Smart Reporting (see page 88)
Related topic (see page 88)
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 86)

KCS template (see page 87)
New forms and escalations for KCS support (see page 87)
Data Management and KCS (see page 87)
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 (see page 90).

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 (see page 223) for an overview about the KCS template and
other templates in BMC Knowledge Management
Working with the KCS template (see page 291) 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 296)
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 68)
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
Manager the articles in the 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
Subject Matter review knowledge articles). They address any comments and update requests for articles. They can publish
Expert (SME) knowledge articles using a configured approval process.
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 KCS Candidates search for relevant knowledge articles when resolving support tickets. They can use existing
Candidate knowledge articles, propose amendments to them, or create new articles where no relevant article already
exists.
KCS KCS Contributors review, enhance, and complete articles created by other users to suit a wider audience, flag
Contributor 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 218)

Searching for knowledge articles (see page 268)
Managing knowledge article metadata (see page 237)
Working with reports (see page 256)
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 106)
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 91) — Permissions to perform
knowledge management functions using the BMC Knowledge Management application.
KCS user permissions (see page 93) — 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
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 91)

KCS user permissions (see page 93)
Related topics (see page 95)
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 None
Admin and enables them (in 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. None
User This permission is usually assigned to senior members of a support group and enables users to
participate in the knowledge article lifecycle.
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 None
Submitter knowledge users and trainees 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 184).
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 None
Viewer usually assigned to support 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.


user
license
type
Knowledge Grants access to configuration settings. This permission enables users to configure BMC Knowledge None
Config Management settings. 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 134).
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 None
Candidate and uses the articles to 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:


user
license
type
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, None
Contributor the content standard, 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 None
Publisher published content, 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:
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.


user
license
type
KCS An advanced knowledge user who plays a significant role in the KCS adoption process in an None
Coach organization.
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 95)
KCS permissions required to perform actions in BMC Remedy with Smart IT (see page 100)
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 + + + + + + Self Service users can view

in simple knowledge articles in simple
view view only if those articles are
assigned to the appropriate
visibility group. For more
information, see Configuring
visibility groups (see page 130)
and Managing knowledge
article visibility (see page 237).
+ + + +


View articles
in advanced
view
View in- + + + You can see only in-progress

progress articles that you created. You
articles cannot view an in-progress
article that another user
created.
View draft + + + +
articles
View in- + + + +
review
articles
View + + + + + + Self Service users can view

published external knowledge articles
external (external files that have been
articles 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 160), Configuring
visibility groups (see page 130)
, and Managing knowledge
article visibility (see page 237).
View + + + + Published knowledge articles

published are approved but not visible to
internal Self Service users.
articles
View closed + + + + Closed articles are not

version returned after a search, but
can be viewed in the revisions
tab of the advanced view.
View retired + + + +
articles
View + Cancelled articles can be

cancelled viewed from the console.
articles
View articles + + + + Articles waiting for approval

waiting for (both publish and retire) can
approval be searched for and viewed.
View update + + + +
requests
+ + + + + +


View
relationships
View + + + + + +
Categories
View + + + +
Revisions
View History + + + +
View Usage +
Editing
Create a new + + + After an article has been

article updated to In Progress, it can
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 + + + Knowledge Submitter users

Progress can edit only their own articles.
Edit draft + +
Edit in-review + + The editor must be part of the

relevant reviewer's support
group.
Edit + + This action creates a new

published version in draft.
Edit closed No user can edit closed

version version of the article.
Edit retired + + Can only edit articles flagged

as internal, change the article
status to Cancelled, and
change the assignee.
Edit No user can edit cancelled

cancelled version of the article.
Edit waiting- No user can edit an article

for-approval awaiting approval for publish
or retire.
Workflow
Change + + + The status is changed to Draft

status to draft from In Progress.
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 + + Draft articles can also be

status to changed to retired-approval.
publish/retire
approval
Change + Only the Knowledge Admin

status to 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 + + User must be part of the

ownership relevant reviewers support
group if the article is in review.
In other statuses, the group is
not relevant.
Assign + + User must be part of the

ownership relevant reviewers support
group if the article is in review.
In other statuses, the group is
not relevant.
Approve Configured in the BMC

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

retire 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 + A user with the Knowledge

not assigned Admin role can view articles
to me/All not assigned to that user when
filtering 'my groups'.
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 relationships only for in-
progress articles.
Related topics
KCS permissions required to perform actions in BMC Remedy with Smart IT (see page 100)

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 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 Progress status.
articles
View draft All KCS users can view knowledge articles that are in Draft
articles status.
View in- All KCS users can view knowledge articles that are being
review reviewed.
articles
View You can view articles that are published to the self service users
published (external users of Smart IT such as BMC Service Request
external Management users)
articles
View You can view articles that are published internally but not yet
published made available to the self service users.
internal
articles
View closed Closed articles are not displayed in the search result. To view a
version closed article, you must use 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
articles retired article, you must use 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
cancelled a cancelled article, you must use the advance filters in the Smart
articles IT Knowledge Console and select the Cancelled check box.
View articles You can view articles that are in the Publish approval and Retire
waiting for approval status, and in the 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
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
Progress their own) and other's articles that are in In Progress status. Note that they
must be assigned to articles written by other authors.
KCS Candidates can edit only their articles.
Edit draft (only All KCS users, other than KCS Candidate, can edit their own
their own) and other's articles that are in Draft status. Note that they must
be assigned to articles written by other authors.
Edit in- (only All KCS users, other than KCS Candidate, can edit their own
review their own) and other's articles that are in review. Note that they must be
assigned to articles written by other authors.
Edit Except KCS Candidates, all KCS users can edit published
published articles. If you make minor edits, 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
version editing.
Edit retired Retired versions of knowledge articles are not available for
editing.


Edit Cancelled versions of knowledge articles are not available for

cancelled editing.
Edit waiting- Knowledge articles that are in Publish approval or Retire

for-approval approval status are not available 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
status in progress review review- review- approval (Internal (Internal approval approval
Smart IT 1 2 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
Refer to the BMC Remedy ITSM Deployment online documentation for consolidated installation
and upgrade procedures for all of the components in the BMC Remedy IT Service
Management (ITSM) Suite.
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 108)

Analyzing organizational requirements (see page 108)
Setting up the framework (see page 109)
Quick start process overview (see page 107)
About the Application Administration Console (see page 109)
Accessing the Application Administration Console (see page 294)
Configuration prerequisites (see page 110)
Defining the application administrator (see page 131)
Configuration tasks and reference (see page 110)
Performing a standard configuration (see page 112)
Managing standard configuration data (see page 111)
Converting XML-based articles from the 7.2 and 7.5 releases (see page 136)

Managing knowledge sources (see page 154)

Configuring approvals (see page 174)
Adding status transitions (see page 184)
Configuring application settings (see page 184)
Configuring feedback strings (see page 188)
Configuring system settings (see page 189)
Managing notifications (see page 190)
Configuring Submitter mode (see page 190)
Enabling localization (see page 194)
Setting the tenancy mode (see page 194)
Configuring the default web path (see page 195)
Changing the database schema sort order (see page 195)
Configuring the BMC Remedy Notification Engine threads count (see page 197)
Changing the time zone (see page 197)
Running a post-installation health check (see page 134)
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 From the Application

(such as People, Company, Location, and Site information). Administration Console, click Managing standard
the Standard Configuration tab. configuration data
(see page 111)
Note Configuring after
installation from the
If you have already have performed this step in BMC
BMC Remedy IT
Remedy IT Service Management, you can ignore this
Service Management
step, except for creating assignment routing for the
Suite online
application. See Configuring assignments (optional)
documentation
(see page 128).
2. Define users
Define the application administrator. From the Application Defining the application
Administration Console, click administrator (see page 131
the Standard Configuration tab. )
Then, select the Create link for
People.

Define the support staff with appropriate privileges. From the Application
Administration Console, click Roles and privileges
the Standard Configuration tab. (see page 106)
Then, select the Create link for Creating support
People. groups (see page 116
)
Creating support
staff members (see
page 119)
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 136)
Manage knowledge sources — For more information, see About managing knowledge
sources (see page 154).
Work with reports — For more information, see Working with reports (see page 256).
Work with the application — For more information, see the BMC Remedy Knowledge
Management user documentation (see page 199).
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 140).
Convert general application settings — For more information, see Configuring application
settings (see page 184).
Convert status transitions — For more information, see Configuring application settings (see
page ).
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 108)

Setting up the framework (see page 109)
About the Application Administration Console (see page 109)
Configuration prerequisites (see page 110)
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
106).
Setting up approvers allows you to have requests for retiring or cancelling articles approved. For
more information, see Configuring approval mappings (see page 179).
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 111)

Defining the application administrator (see page 131)
Running a post-installation health check (see page 134)
Migrating user permissions from the 7.2 and 7.5 releases (see page 134)
Converting articles from external file formats (see page 145)
Adding status transitions (see page 184)
Configuring feedback strings (see page 188)
Configuring system settings (see page 189)
Configuring Submitter mode (see page 190)
Enabling localization (see page 194)
Setting the tenancy mode (see page 194)
Configuring the default web path (see page 195)
Changing the database schema sort order (see page 195)
Configuring the BMC Remedy Notification Engine threads count (see page 197)
Changing the time zone (see page 197)

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.
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 112)

Creating organizations (see page 113)
Creating locations (see page 114)
Creating support groups (see page 116)
Creating people information (see page 118)
Creating product categories (optional) (see page 125)
Creating operational categories (optional) (see page 127)
Configuring assignments (optional) (see page 128)
Configuring visibility groups (see page 130)
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 113) through 4 (see page ) 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 114) through 4 (see page 114) 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 114)

To create locations (see page 115)
Understanding sites and locations video
Disclaimer

To create locations
correct company.
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
Group can have any number of site 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 115) through 6 (see page 115) 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 116)

To create support groups (see page 117)
Related topic (see page 118)
Understanding support groups video
Disclaimer

To create support groups
Note
You can only create support groups for companies that have a type of Operating
Company, Customer, or Vendor.
correct company.
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 117) though 6 (see page 117) 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.
Understanding people profiles video
Disclaimer

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
correct company.
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 120) through d (see page 120) 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 123) through c (see page 123) 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 ) to 10 (see page 123).
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.
correct company.
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.
correct company.
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, Select or enter a site in the Site field.
contract
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. In the Location Information area, select the site. You must select a site for employees, but it
is optional for customers and vendors.
12.
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.
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.
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
correct company.
2. Click the Create link next to Operational Category. The Operational Catalog dialog box
appears.
3.
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 128)

Creating group assignments (see page 129)
Creating a group assignment (see page 129)
Automatic assignment to individuals (see page 130)
To create assignment routing
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
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.
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 237).
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.
AR Group Name – Select the AR group that you want to associate with the visibility
group.
AR Group ID and Long 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 119).
To define a BMC Knowledge Management administrator
1. Log into the BMC Remedy AR System server as the appadmin user.
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 106).
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.
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 90).
To run the user permission migration utility
1. Launch the Command prompt, and navigate to the following directory.

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 136)

Remote access conversion (see page 138)
Viewing conversion details (see page 139)
Converting articles for default or modified templates (see page 140)
Converting articles for new templates (see page 142)
Resuming failed conversions of version 7.2 and 7.5 articles (see page 144)
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 136)

Mapping article statuses in version 7.2 and 7.5 (see page 138)
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.

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
ArticleMigrationBackUpFile will be stored. This is used if 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 Articles to Comments
Conversion Convert
Tool
Windows UNIX

Article Articles to Comments

Conversion Convert
Tool
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 312)
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 136).
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 136).
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
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. 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 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 142)
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 136).
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
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 147).
To convert knowledge articles from external file formats
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 147).
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 conversion may take a while, depending on the number of articles that exist in the folder you
specified.
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 145) .
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 147)

Custom XML tag attributes (see page 148)
HTML tag addresses (see page 149)
Login and common parameters (see page 149)
Metadata parameters (see page 150)
Source parameters (see page 152)
Sample configuration files (see page 153)
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 148).
HTML files—Specify the tag address within the HTML file that contains the required
information
For more information, see HTML tag addresses (see page 149).
(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 <P> 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 imageIdentifier/
file paths. The prefix be 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 attachmentIdentifier/
attachment file paths. The prefix 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 KBurlIdentifier/
hyperlinks to other knowledge 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 (fixedValue),
owner belongs. The group must already be registered in the BMC dataLocation
Remedy AR System database.
ownerGroupId Group ID of the support group to which the knowledge article's (fixedValue),
owner belongs. dataLocation
owner Name of the person who owns the knowledge article; can be the (fixedValue),
author or another user. dataLocation
ownerId User name of the owner. (fixedValue),

dataLocation
KMS_author Name of the person who created the knowledge articles. (fixedValue),
dataLocation
authorId User name of the person who created the knowledge article. (fixedValue),
dataLocation
KMS_assigned Name of the person to whom the knowledge article is currently (fixedValue),
assigned. dataLocation
KMS_prevAssigned Name of the person to whom the knowledge article was (fixedValue),
previously assigned. dataLocation

KMS_companies Name of the company for which the original knowledge article (fixedValue),
was created. The company must already be registered in the dataLocation
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 dataLocation
article is relevant.
CTI2.sub3 Model or version of the product to which the knowledge article is dataLocation
relevant.
CTI3.category Name of the Business Service (CI) that is relevant to the dataLocation
knowledge article. The CI must already exist in the BMC Atrium
CMDB.
CTI.category Operational categorization Tier 1. For more information, see (fixedValue),

Categorization. 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 (fixedValue),
knowledge article is relevant. This region could be a continent or dataLocation
a country.
CTI4.type Further narrows down the location of the site, by indicating a (fixedValue),
smaller area in which a group of sites is located. This location dataLocation
could be a state or a city.
CTI4.item Pinpoints a single site to which the knowledge article is relevant. (fixedValue),
This site could be a city or an office building. dataLocation
KMS_visibility_groups Names of the visibility groups to whom the knowledge articles will Refer to the
be visible, sorted by company. For more information, see Description column
Managing knowledge article visibility. 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 dataLocation
article.
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 KMS_kblinks_prefix
includes the KBurlIdentifier value.
KMS_kblinks_suffix Suffix used in hyperlinks to other knowledge articles. This suffix KMS_kblinks_suffix
can be used to specify 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 AR form
knowledge articles to use; the following options are available: name,
including the
HowToTemplate prefix
ProblemsSolutionTemplate
ReferenceTemplate
KnownErrorTemplate
How to template parameters
RKMTemplateQuestion dataLocation

Maps the Question field in BMC Knowledge Management, where

you can capture the details of the question that is being
addressed by the knowledge article.
RKMTemplateAnswer Maps the Answer field in BMC Knowledge Management, where dataLocation
you can capture the solution details of the question that is being
addressed by the knowledge article.
RKMTemplateTechnicianNotes Maps the Technical Notes field in BMC Knowledge (fixedValue),

Management, where you can capture miscellaneous technical dataLocation
information that is relevant to the knowledge article.
Problem Solution template parameters
RKMTemplateProblem Maps the Problem field in BMC Knowledge Management, where dataLocation
you can describe the problem or question that the knowledge
article addresses.
RKMTemplateSolution Maps the Solution field in BMC Knowledge Management, where dataLocation
you can describe the answer to the problem or question that the
knowledge article addresses.

Reference template parameters
Reference Maps the Reference field in BMC Knowledge Management, dataLocation

where you can capture the reference information that is relevant
to the knowledge article.
Known Error template parameters
RKMTemplateError Maps the Error field in BMC Knowledge Management, where you dataLocation
can capture details of the error relevant to the knowledge article.
RKMTemplateRootCause Maps the Root Cause field in BMC Knowledge Management, dataLocation
where you can capture 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, dataLocation

where you can capture 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 154)

Accessing knowledge source management (see page 154)
About the Registration Wizard (see page 155)
Recommendations for registering knowledge sources (see page 155)
Registering searchable items (see page 158)
Registering knowledge base items (see page 159)
Running the Registration Wizard (see page 164)
Registering new knowledge sources (see page 169)
Setting the registration plugin timeout period (see page 169)
Toggling knowledge source availability (see page 170)
Modifying knowledge sources (see page 170)
Deleting knowledge sources (see page 171)
Viewing registration and indexing statuses (see page 172)
Indexing on demand (see page 172)
Viewing the log file (see page 172)
Managing knowledge article templates (see page 173)
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 Knowledge Management.
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 271).
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.
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
Management ensures that only articles in 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

type
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
description know what the source 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
owner group to the support organization, 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.
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.

type
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 189).
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.

type
Searchable Item sources are usually registered faster as they require less processing than other
sources.
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.
System Path This user must have read 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 189).
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 159)

Prerequisites for searchable item registration (see page 159)
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 160)


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 160)

Prerequisites for file system path registration (see page 160)
Limitation of file system path registration (see page 160)
To register a file system path (see page 161)
To start the AR server service with a special domain user (see page 161)
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. 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 165).
AR form panel sequence (see page 162)

Prerequisites for AR form registration (see page 162)
Example of registering an AR System form (see page 163)
To remove the web toolbar from the default view (see page 164)
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.
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 Click Add and follow the instructions for completing the Registration Wizard. For more information, see
source. Registering new knowledge sources (see page 169).
Modify a registered Click Modify and make changes in the appropriate panel. For more information, see Modifying
knowledge source. knowledge sources (see page 170).
Perform ad hoc Click Rebuild Index. For more information, see Indexing on demand (see page 172).
indexing .
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 172). 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 165)

Relevancy Fields Panel (see page 166)
Mapping Type Panel (see page 167)
Organization panel (see page 168)
Categorization panel (see page 168)
Content Fields panel (see page 168)
Accessibility panel (see page 168)
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
Note: Forms can only be registered once. Items
Knowledge
Base Item - AR
Form
View Name Enter the form's view that will be displayed when the form is opened from Yes
search results, Knowledge Management Console, and Create (new article). Searchable
Items
Knowledge
Base Item - AR
Form
SRM View Enter the form's view that will be displayed when the form is accessed from Knowledge Base Item Yes
Name the Popular Articles panel and search results in the Service Request - AR Form
Management Console.
Full Path Knowledgebase Item - No

File System Path


Enabled
Using UNC name syntax, enter the full path of the source on a remote
computer, or enter a local path on the AR Server computer.Note: You can
create only a single file system source per folder.
Source Enter a unique name for this source. This name is displayed in the Sources All source types No
Name section of the Advanced Search page.
File Use either of the following methods: Knowledgebase Item - Yes

Extensions File 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.
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 - Yes
Subfolders File System Path
Description Enter a free text description of the source. This information is intended for All source types Yes
use as a referential aid 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 All source types No
Admin or Knowledge User role.
Article Select the language of the source. No

Language Knowledgebase
Item - File
System Path
Knowledgebase
Item - AR Form
Lifecycle Check this if you want BMC Knowledge Management to manage the Knowledgebase Item - No
Management lifecycle of the source. For more information, see Article life cycle (see page AR Form
79).
Indexing Enter the indexing interval for the source. Yes

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

Enabled
Title Yes


Enabled
Enter the name of the field to be used as the title for the source. This is the Searchable
content that will be used as the title for searching. Items
Knowledgebase
Item — AR
Form
Keywords Enter the name of the field to be used as the keywords for the source. This is Yes
the content that will be used as keywords for searching. Searchable
Items
Knowledgebase
Item — AR
Form
Environment Enter the name of the field to be used as the environment for the source. Yes
This is the content that will be used as the environment for searching. Searchable
Items
Knowledgebase
Item — AR
Form
Displayed Enter the name of the field to be used as the Displayed ID for the source. Searchable Items No
ID This is the content that will be 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. Knowledgebase No
To Organizational information and BMC Remedy ITSM categorization is copied from the Item — AR
Existing BMC Remedy AR System form that you chose as the knowledge source to the Form
Fields article's Categorization and Organization fields
Use Fixed Specify organizational information and BMC Remedy ITSM categorization for copying Knowledgebase No
Values to the article's Categorization 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
sources Searchable
Region Note: Set the Entry Mode property to Optional or Required, and the Items — Yes
Permission property to Public. AR forms —
Site Group
No
File System
Site
Path — No
Article Select a company and a visibility group form the lists to assign to the Yes
visibility source and click Add. AR
Groups forms
File
System
Path
Left table Displays selected visibility groups for the source
Categorization panel
Parameter Task Source Modify enabled
type
Operational Tier 1 Operational Enter the Character field to be mapped or the fixed value All
Tier 2 Operational Tier 3 to be used. knowledge Searchable
sources Items —
Product Tier 1 Product Tier 2 Note: Set the Entry Mode property to Optional or Required Yes
Product Tier 3 , and the Permission property to Public. AR forms
— No
Product Name
File
System
Manufacturer
Path — No
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
Note: Set the Entry Mode property to Optional or Required. Items
AR forms
Accessibility panel
Parameter Value Source type Modify Enabled
Company Enter the companies for which their defined users or members are All knowledge Yes
allowed to use this specific knowledge source and click Add Company. sources

Parameter Value Source type Modify Enabled
Form Perform one of the following steps Yes

Permissions Searchable
Select a form permission that is defined for the BMC Remedy Items Note: Form
AR System form you selected as a source. Click Sync AR forms Permissions
Permissions to add these permissions to the source you are functionality is
registering. enabled only when
Select a form permission in the Registered Permissions table modifying an
and click Remove Permissions to remove the permissions. existing source.
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 165), 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.
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 172).
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 165), 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 170).
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 190)
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 190)
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 170).
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 189).
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 162).
a. Before registering, make sure the form complies with the prerequisites for
registering AR forms. See Prerequisites for AR form registration (see page
162).
b. In the Welcome panel, select Knowledge Base Item > AR Form.
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 162).
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 162).
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 170)
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 175)

Approval workflow (see page 176)
Configuring approval chains for Global company (see page 177)
Configuring approval chains for a specific company (see page 177)
Configuring approval mappings (see page 179)
Configuring email-based approvals (see page 180)
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 177)
Configuring approval chains for a specific company (see page 177)
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.
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. 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
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. 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
Mappings.
2. Enter the required information in the following fields:
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.

Field Action
Approver (Approval For Individual) The Login ID of the approver. this field is automatically filled when you select the
ID approver by first or last name.
Assignment For individuals the value displayed based on the Profile status on the People form. If the value on the
Availability 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 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
Indicator Additional Mappings. This 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.
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
Mappings and operational 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 119)
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 180)

Customizing approval emails (see page 181)
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">
<font face="Tahoma, sans-serif" size="2">
<strong>Requisition ID:</strong></font></td>
<td width="60%" valign="top" align="left">
<a href="http://<serverName>:port/arsys/forms/<arSystemServerName>/
AST:PurchaseRequisition/?eid=#Requisition ID#">#Requisition ID#</a>
</font></td></tr>
<strong>Date Required:</strong></font></td>
#Date Required#</font></td></tr>
<strong>Description:</strong></font></td>
#Description#</font></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 207).
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.
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.
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

Around Hits results. None — Displays only the article title.
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 For more information, see Boosting document relevance.
Relevancy relevance when users click Use on
Starting with BMC Knowledge Management version 9.1.00, the default
an article.
values of Boost Use Relevancy and Boost View Relevancy fields are
Boost View Configuration for increasing updated. The new values are as follows:
Relevancy relevance when 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 KA433069 from BMC Support Knowledge base.
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

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

Assignment Assignment Engine selects an Knowledge Assignment Round Robin
Method assignee from a support group. Knowledge Assignment by Number
Knowledge Assignment by Capacity
For more information, see Auto-assignment methods.
Knowledge Assignment by Round Robin.

Notifications Enables or disables notification

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

Feedback feedback when you view a
knowledge article in the BMC
Service Request Management
Console.
Allow Enable modify permissions for users Check box

Knowledge with the functional role of Knowledge
Submitter to Submitter to edit knowledge articles
edit article until they are in Draft status.
till Draft
By default, this configuration is
status
disabled.
Enforce Mandate the selected review stage if

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

Record Enables or disables the recording of Not applicable

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

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

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

History information about changes made to
Retention an article is saved.
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
Management Configuration > 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.
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 189)

Configuring indexing intervals (see page 190)
To access system settings
Management Configuration > 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.
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 Common global value for all knowledge sources that are registered as file system paths. After indexing is complete,
System external articles are available for searching.
Polling
Note: This value cannot be changed per knowledge source in the Registration Wizard.
Interval
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 Default value for all knowledge sources that are registered as AR forms. This value can be overridden per
AR Form knowledge source by setting the value in the Registration Wizard. For more information, see Running the
Indexing Registration Wizard (see page 164).
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 191)

Creating notifications (see page 193)
Disabling notifications (see page 193)
Event types (see page 191)
Watch List notifications (see page 192)
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- Article Owner

Assignment OwnerAssignment

Notification event Description Message tag Recipients
Knowledge Cancel Request to cancel an article is sent RKM-KAM- Article Assignee, Watch List
Request CancelRequest subscriber
Knowledge Cancel Request to cancel an article is RKM-KAM- Article Assignee, Watch List
Rejection rejected CancelRejection subscriber
Knowledge Retire Request to retire a published article is RKM-KAM- Article Assignee, Watch List
Rejection rejected RetireRejection subscriber
Knowledge Publish Request to publish an article is RKM-KAM- Article Assignee, Watch List
Rejection rejected PublishRejection subscriber
Knowledge New Version New version of a published article is RKM-KAM-NewVersion Watch List subscriber
created
Knowledge Update Update request is received RKM-KAM- Article Assignee, Watch List
Request UpdateRequest subscriber
Knowledge Feedback Feedback is received RKM-KAM-Feedback Watch List subscriber
Knowledge New Article Article is created RKM-KAM- Article Assignee, Watch List
NewArticleCreated subscriber
Knowledge Review Article review is required RKM-KAM- Article Assignee

Required ReviewRequired
Knowledge Changed Article is edited RKM-KAM- Watch List subscriber

ArticleChanged
Knowledge Status change Article status is changed RKM-KAM- Article Assignee, Watch List
StatusChanged 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 279).
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
Management Configuration > 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.
5. In the Functions area, select the Sort Order Type. Select MSSQL, Sybase, Oracle, DB2, or
Informix option.
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.
4. Click Search to find the time zone where your application server is located.
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
Refer to the BMC Remedy ITSM Deployment online documentation for consolidated installation
and upgrade procedures for all of the components in the BMC Remedy IT Service
Management (ITSM) Suite.
Integrating
BMC Remedy AR System integrations allow BMC Knowledge Management to communicate and
share data with the following applications:
BMC Service Desk

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 226)
Using knowledge search to resolve incidents and investigate problems (see page 276)
Creating a relationship with a BMC Service Desk record (see page 244)
Categorizing documented resolutions (see page 240)
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 277)

Tagging a knowledge article as a favorite (see page 287)

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 199)

Using the Knowledge Management Console (see page 211)
Creating and publishing knowledge articles (see page 218)
Revising knowledge articles (see page 254)
Submitting a cancellation request (see page 255)
Managing broadcasts (see page 264)
Using watch lists (see page 279)
Managing update requests (see page 281)
Sending a knowledge article by e-mail (see page 285)
Submitting and viewing feedback (see page 287)
Tagging a knowledge article as a favorite (see page 287)
Using Global Search (see page 288)
Working with the KCS template (see page 291)
Accessing and navigating the interface

This section provides the following information:
Accessing the BMC Remedy ITSM Suite applications (see page 200)
Navigating the interface (see page 200)

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.
<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 200)

Navigating consoles, forms, and modules (see page 204)
Status groups and types (see page 207)
Status transition workflows (see page 210)
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
bar information about 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
menu open consoles for applications as well as consoles for other features.
Quick Links
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

Functional Purpose
area
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 These fields combine to provide a way to indicate the company name and the assigned-to categories filtering the
and View By records in the Console List 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.
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.
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
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 bar
If you are viewing a record from the middle of the breadcrumb trail and then branch off to another
parent-type record, the system removes the forward breadcrumb trail from the point where you
branched off and starts a new history from there, using the new parent-type record as the starting
point. For example: You open a problem investigation, then open a related incident request, and
from the incident request you open a related change request. If you go back to the incident request
record and then open a second problem investigation, the breadcrumb bar no longer contains a
link to the change request. The breadcrumb trail now shows the original problem investigation, the
incident request, and the second problem investigation. It then shows any related records that you
subsequently open from the second problem investigation.
When you close the parent record, the system removes the breadcrumb history.
What happens to data as I move back and forth on the breadcrumb trail?
If you are entering information into a record and open another record from the breadcrumb trail, the
system prompts you to save the work, if you have not done so. If you do not save the information,
the system does not preserve it on the record and you must re-enter it later.
If someone updates a record on your breadcrumb trail that is not currently in the view, those
changes are visible to you when you open the record again.
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 210) for additional information.
Status groups (see page 208)

Status types (see page 208)

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 237).
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
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
Progress until they are promoted to Draft status. The author can update and save the article an unlimited number of times
before promoting it.
Draft The first status in the workflow. The author promotes articles to this status after creating the article. Draft articles
contain content that has not undergone a formal review or has not been approved. Articles with this status are
designated for internal use by Support only, and are not accessible to external users, also known as Self Help users.
SME Typically the next step after Draft. The SME Reviewer reviews and optionally edits the article, and can promote it to
Review one of the following statuses:
Another review status for additional review

Publish Approval status (only if the reviewer is a member of the support group)
Optional Additional, optional review status that is subsequent to the SME Review status. A reviewer reviews and edits the
Review 1 article, and promotes it to either an additional review of a different type or to Publish Approval status. By default,
Optional Review 1 is intended for content review.
Note: The name of this status is configurable.
Optional Additional, optional review status that is subsequent to the SME Review or Optional Review 1 status. A reviewer
Review 2 reviews and edits the article, and promotes it to Publish Approval. By default, Optional Review 2 is intended for
proofreading.
Note: The name of this status is configurable.
Publish Mandatory status before being Published. The article is sent for approval pending publication.
Approval
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 174).
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
174).
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 version is created and becomes 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 237)
. 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 255).

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
184).
Status transition workflows
Status In Draft SME Optional Optional Publish Published Retire Retired Canceled Closed
From/To Progress Review Review Review Approval Approval Version
1 2
In x
Progress
Draft x x x x x
SME x x x x
Review
Optional x x x x
Review 1
Optional x x x x
Review 2
Publish By
Approval approval
Published x
Retire By
Approval approval
Retired
Cancelled
Closed
Version
Note
When an article is in one of the approval statuses (Publish Approval or Retire Approval), it
is possible to request a cancellation of the Publish Approval or Retire Approval process.
This reverts the article status back to Draft or Published. If a draft has a previously
published version, only the draft version is retired. If the published version is requested
for retired-approval, a message indicates that the draft must be deleted first

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 211)

Managing custom searches (see page 215)
Modifying your profile (see page 217)
Receiving notifications about changes (see page 217)
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.
Note
Data is automatically refreshed each time you make a different selection of one or more
articles.

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 210) 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 215) 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 223) 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
279).
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
Broadcast
delete broadcasts. When 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 264).
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 200).
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 281)
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 As a support user, Allen can accomplish the majority of his tasks
Systems, is performing his daily routine. This includes through the Knowledge Management Console. He can perform the
checking for knowledge articles assigned to him, following actions:
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

Task and action Explanation
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 215)

To edit or delete a custom search filter (see page 216)
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:

5.
'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
Knowledge Ownership Article ownership changes Article Owner

Assignment
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

Notification event Description Recipients
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 Article Assignee Watch List
configured). 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- Article Assignee Watch List
approved 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 218)

Creating a knowledge article (see page 223)
Managing knowledge article metadata (see page 237)
Editing a knowledge article (see page 247)
Changing the status of a knowledge article (see page 247)
Assigning a knowledge article (see page 247)
Reviewing a knowledge article (see page 250)
Managing knowledge article approval requests (see page 250)
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 248).
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 242).

Functional Purpose
area
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 237).
Status Displays the article workflow in a series of color-coded tabs, where green denotes the status of the currently
Transition selected article. Each tab represents subgroups of not published and published articles. The green tab contains a
bar drop-down list with available status transition options. The workflow contains the following tabs:
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 207).
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
tab and view the content. Use the 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

Functional Purpose
area
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.
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
233) for more information.
Assigned Groups — Groups to which the article assignee is assigned. See Assigning a knowledge
article (see page 247).
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 281) 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 240).
Relationships — Displays a list of the relationships that exist for the current article. See Managing
knowledge article relationships (see page 242) 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.

Functional Purpose
area
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 246).
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 287).
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 279).
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 237).
Revisions — Displays the Article Revisions table, which contains the revision history of the current
article. For more information, see Revising knowledge articles (see page 254).
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 245) for more information.
Additional Categories — Enables you to create additional metadata for the knowledge article. For
more information, see Managing additional categorization (see page 241).
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 279).

Functional Purpose
area
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 285) 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)

Knowledge article templates (see page 223)

Creating an article in the Knowledge Management Console (see page 224)
Creating knowledge articles through BMC Service Desk (see page 226)
Creating a decision tree (see page 229)
Formatting knowledge article text (see page 231)
Adding and deleting attachments (see page 233)
Inserting hyperlinks (see page 233)
Inserting images (see page 235)
Creating lists (see page 236)
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 291).
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
90). To learn about the roles that are associated with these permissions, see Functional role (see
page 106).
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 229).
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 223).
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
226).
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 247).
6. Assign the article to a visibility group. For more information, see Managing knowledge article
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 237).
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 279).
11.
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 226)

Recording an incident resolution or problem investigation results (see page 227)
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 268).
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 229).
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 90).
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 223).
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
229).
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 247).
Note
to.
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 279).
10.
Draft status.
highlighted.
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 229).
Related topics
Knowledge management recommendations for support staff (see page 244)
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. 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 247).
9.
Note
to.
11. (Optional) Add the article to your watch list, if you want to monitor it.
For more information, see Using watch lists (see page 279).
Draft status.
highlighted.
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.
This section provides the following topics:
The rich text editing toolbar (see page 231)

Adding and removing character formatting (see page 232)
The rich text editing toolbar

The editing toolbar appears when you place the cursor is in a rich text field.
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.
Size Use the arrow buttons to increase or decrease the font size.
Bold, italic, and underline Make the selected text bolded, italicized, or underlined.
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
Cut, copy, and paste Remove, copy, and paste selected text to and from the clipboard.
Bold, italic, and underline Make the highlighted text bold, italicized, or underlined.
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 list Create a list formatted with bullets.
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.
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.
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.
Adding and deleting attachments

You can manage attachments by using the Article Attachments section that is located at the bottom
of the Details tab in every knowledge article. You can add up to 25 attachments per knowledge
article.
To add an attachment
1. In the knowledge article, select the Details tab.

2. Under the Article Attachments section, click Add.
The Add Attachment dialog box appears.
3. Click Browse to locate the file to attach, select the file from the file list, and click Open.
4. Click OK.
BMC Knowledge Management displays a link in the Article Attachments section.
5. Click Save.
6. To open the attached file, double-click it or select it and click Display.
To delete attached files
1. In the knowledge article, select the Details tab.

2. Under the Article Attachments section, select the file that you want to delete.
3. Click Delete.
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. Under Insert Items, click the Insert or Change Bookmark icon.
The Bookmark Options dialog box is displayed.
4.
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
Answer 30
Technical Notes 15
Reference template
Question 30
Problem Solution template

Field name Number of images
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. 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
218).
Managing knowledge article visibility (see page 237)

Categorizing knowledge articles (see page 239)
Managing additional categorization (see page 241)
Managing knowledge article relationships (see page 242)
Viewing a knowledge article's history (see page 245)
Scheduling reviews (see page 246)
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 130).
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 130)
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 244).
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. 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 242)

Removing a relationship (see page 243)
Viewing related articles (see page 243)
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 268).
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 254).
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. 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 244).
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 245).
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 244) 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 95).
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 224)
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 218)
.
Related topics
Status groups and types (see page 207)
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 207).
Using automatic assignment (see page 248)

Specifying the assignee manually (see page 249)
Assigning a knowledge article to yourself (see page 249)
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 128).
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.
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 247).
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 246).
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 246).
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 251)
Approving or rejecting knowledge articles via email (see page 251)

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 90) 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 253) 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 255)
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 250)
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 257)

Using qualifications to generate a report (see page 259)
Using advanced qualifications to generate a report (see page 260)
Showing or hiding Crystal Reports (see page 261)
BMC Knowledge Management predefined reports (see page 262)
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 259)

Using advanced qualifications to generate a report (see page 260)
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

2.
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
Related topics
For more information on creating reports, see Creating reports in the BMC Remedy AR System

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 260).
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:
installed.
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.
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:
installed.
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
5.
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 256).
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 Name Display Description Recommendation

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

Report Name Display Description Recommendation

Type
Article List Shows articles sorted by Use this report to track the usefulness of articles in solving issues, and the
Usage number of times Used number of times it was opened for viewing. You can:
/Viewed.
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 Use this report to track the number of times and dates on which updates
Update and list number of update were requested for an article. Use to also measure the overall quality of the
Requests requests knowledge.
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.
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

b.
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
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. 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 On
Console Console
Open Refresh
option 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.
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

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 268)

Accessing the search page (see page 268)
Knowledge search guidelines (see page 269)
Performing simple searches (see page 270)
Performing advanced searches (see page 271)
Using knowledge search to resolve incidents and investigate problems (see page 276)
Using knowledge search to resolve requests (see page 277)
Understanding search results (see page 278)
Using search results (see page 279)
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.
Do not use identical search words in both the Include all of these words field and the
Exclude these words field.
Use a space to separate search words in Search Text fields.
Use the percent sign (%) to represent a wildcard search.
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.
When in all caps, are interpreted as a Boolean search.

Character Description
AND, OR, NOT,

AND 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 275).
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 273).
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.

Task Action
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 275).
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. (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 273)

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 271).
Advanced Search parameters
Section Field Description Comments
Search Text Search Searches for results that contain This field and the Search field on the Simple Search page
any of the specified terms. are the same field.
Include all of Searches for results that contain

these words all of the specified terms.
Exclude Searches for results that contain

these words none of the specified terms.
Include this Searches for the specified string

exact phrase of words.
Note: You must provide search criteria in at least one of the Search Text fields. If all of these fields are blank, no
search results are returned.
General Language 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 Individual knowledge database Each source belongs to a company. If you have
Name partitions for knowledge available unrestricted access permission, you can view all the
for selection. Enables you to sources for all the companies. In addition, BMC Remedy
search specific sources relevant AR System form-level permissions are also applied based
to your search instead of the on the role or group permissions defined for the form that is
entire database. being searched.
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 275).
Organization Company Companies that are defined for To add companies to the search, select a company and
the knowledge article search. click Add Company.
Organization Subdivided group within a A company selection precedes the value of the
/Department company. A company can have Organization field allowing you to select the company for
several organizations or that parameter. To add an organization, select one from
departments depending on the the list and click Add Org/Dep.
company structure.
Region Geographic area; a company can A company selection precedes the value of the Region
have several regions, depending field, allowing you to select the company for that
on how many sites it has and parameter.
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 Displays values according to the company and region that
individual locations; a company you selected.
can have any number of site
groups, depending on how many
locations it has and where the
locations are.
Site Individual location within a Displays values according to the company, region, and site
subdivided region. group that you selected, or all sites, if no higher-level data
is provided.
Dates Created Commonly used date range Select None to clear dates.
Date Range values that use today's date as
the latest date for knowledge
article creation.
Created Earliest date on which a You can enter no date, both dates, or either date.
Date From knowledge article was created.
Created Last date on which a knowledge

Date To article was created.
Select None to clear dates.

Last Commonly used date range

Modified values that use today's date as
Date Range the latest date for knowledge
article modification.
Last Earliest date on which a You can enter no date, both dates, or either date.
Modified knowledge article was modified.
Date From
Last Last date on which a knowledge

Modified article was modified.
Date To
Operational Operational First level of operational services Up to three hierarchical levels of operational services. Can
Categories Category also contain items that represent symptoms of incidents
Tier 1 and problems. Available values depend on the value
selected for the previous tier.
Operational Second level of operational
Category services
Tier 2
Operational Third level of operational

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

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

Services Service by the 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.
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.
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 271) .
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 244).
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 240)
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. Additionally, knowledge articles in which
the Internal Use field has been set to Yes do not appear in search results.
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.
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 278)

Search result relevance (see page 278)
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 79).
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 279)

Managing knowledge articles on your watch list (see page 280)
Managing watch list rules (see page 280)
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 282)

Using the Update Requests tab (see page 282)
Update Request scenario (see page 283)
Creating update requests (see page 284)
Replying to update requests (see page 285)
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
Type Technical update
Enhancement
Proofreading
Other
Status

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

Version article. populated
Request Brief update request Free text

Summary summary.
Request Detailed explanation of the Free text

Details update request.
Request All comments that have Automatically

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

Comment current 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:

3. BMC Software Confidential. BladeLogic Confidential.
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 288)

Limitation (see page 289)
Special characters and boolean expressions in Global search (see page 289)
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 (see
page 288).
2.
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 Example

character search string results
" Performs a phrase search on the terms enclosed in the double-quotation "firewall
marks. blocked" firewall
(double- blocked
quotation her
marks) access
firewall
blocking
my
access

Special Results Example Example

character search string results
, Find requests that contain any of the specified words separated by a comma
firewall, firewall
(comma) blocking blocks
"firewall, access
blocking" firewall
will
block
access
firewall
is not
working
try
blocking
his
access
% Wildcard to extend the search %fire%

backfire
(percent fire
Note: You do not need to use a wildcard to extend the search for word stems,
symbol) firewall
such as "ed," "s", and "ing," because word stems are automatically included.
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 Example results

operator string
AND Find requests that contain all of the specified words firewall AND
and phrases blocking firewall blocks access
firewall will block
access
OR Find requests that contain any of the specified words firewall OR blocking
and phrases firewall blocks access
firewall will block
access
firewall is not working
try blocking his access

Boolean Results Example search Example results

operator string
NOT Exclude the specified word or phrase firewall NOT firewall is not working
blocking
() 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:

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

Task Additional information Resources
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
them to unpublished articles only)
next
status
Search Use the following interfaces: For information about

for, searching and relating
view, Smart IT articles from the BMC
and BMC Knowledge Management Knowledge Management
relate application, see the
The method to search, view, or relate KCS articles is same as searching, viewing, or
KCS following resources:
relating any other articles.
articles
Searching for
knowledge articles
(see page 268)
Managing
knowledge article
relationships (see
page 242)
Administering
For information about using Data Management to load data, see Data Management.
For information about Archiving, see Archiving knowledge articles (see page 293).
Also see these and other topics in the Configuring after installation (see page 106) 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 295)

KCS forms and escalations (see page 296)
KCS forms and escalations in version 9.1.01 (see page 301)
Modifying the default names for optional review statuses (see page 308)
Modifying the way searchable articles are opened from search results (see page 309)
Using web services (see page 311)
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 296)
New escalations for KCS support (see page 299)
Existing forms updated for KCS (see page 299)
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
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
_DailySummaryByAuthor an AQI assessment. 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:PAQ_AQI Contains AQI assessment data per user per day. A KCS Coach performs AQI
_DailySummaryByAuthorAndQuestion 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
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
_OuterJoin serves as an input to Smart IT.
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
_LocalizedText_join question data.
RKM:KCS:KAM Contains combined data of a KCS Coach, knowledge authors whom the KCS Coach
_CoachCoacheeRelationship_Join coaches, and additional data 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 12:15 a.m.

Count
RKM:KCS:ParticipationRate_Compute Participation 12:30 a.m.

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

Quality
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 Form-level permissions

new fields
RKM:ArticleHistory Public: Change Public: Hidden

Changed By Support Company
(302308991)
Changed By Support Org
(302309001)


new fields
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: Public: Change Public: Hidden

UpdateRequests 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 Contributor,
KCS Publisher,
KCS Coach:
Change


new fields
Knowledge Admin,
Knowledge
Submitter,
Knowledge User,
Knowledge Viewer:
Change
Join or miscellaneous forms

ArticleHistory_Join Changed By Support Company
(302308991)
(302309001)
(302309011)
(302309021)
RKM: Public: Hidden

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

Public: View KCS Coach: Visible
Knowledge Config: Knowledge Admin,
Change Knowledge Submitter,
KCS Coach: Knowledge User,
Change Knowledge 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 302)

Escalations for KCS Support (see page 304)

(see page 304)
Existing forms updated for KCS support (see page 306)
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
_DailySummaryByAuthor an AQI assessment. 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: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
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
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 304).
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 304).
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
_OuterJoin serves as an input to Smart IT.
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
_LocalizedText_join question data.
RKM:KCS:KAM Contains combined data of a KCS Coach, knowledge authors whom the KCS Coach
_CoachCoacheeRelationship_Join coaches, and additional data 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 Status of escalation How to enable the escalation?
9.1.01 installation or upgrade
Fresh installation Offline When installing Smart IT 1.5 after BMC Knowledge
Management, the escalation is enabled.
Upgrade from version 9.1 The status from For any version prior to Smart IT 1.5, manually
version 9.1 is enable the escalation, if not already enabled.
retained
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:

new fields
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 Contributor,
KCS Publisher,
KCS Coach:
Change
Knowledge Admin,
Knowledge
Submitter,
Knowledge User,
Knowledge Viewer:
Change

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


new fields
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 Contributor,
KCS Publisher,
KCS Coach:
Change
Knowledge Admin,
Knowledge
Submitter,
Knowledge User,
Knowledge Viewer:
Change
Join or miscellaneous forms

ArticleHistory_Join Changed By Support Company
(302308991)
(302309001)
(302309011)
(302309021)
RKM: Public: Hidden

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

Public: View KCS Coach: Visible


new fields
Knowledge Config: Knowledge Admin,

Change Knowledge Submitter,
KCS Coach: Knowledge User,
Change Knowledge 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 308)

Modify default review status names in form customization (see page 308)
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. 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 310)
To open a different form than the returned form (see page 310)
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")

2.
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
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 312).
To troubleshoot why search results are not displayed, see No results when searching FTS
or RKM (see page 313).
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 315).
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 Knowledge Management.
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 Knowledge Management.
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.
5. You should see a result that looks similar to the below image.
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 315) 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 http://www.bmc.com/support. 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, contact your
local BMC office or agent.
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

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
a
about 72, 73, 191
add 235, 280, 280
additional 241
administration 108, 109, 110, 110, 112, 138, 154, 195, 292
adminstration overview 108
advanced qualifications 260
advanced search 268, 271, 273
after publish 81
analysis 227
application administration console 109, 294
application administrator 131
application configuration 184
application settings 184
approval 174, 175, 176, 179, 250, 251, 251
approval central 251
approval chain 175, 177, 177
approval process 175
approvals 180, 180, 181
approve 250, 251
approver 179
approving 250, 251, 251
architecture 73
ar form 162
ar form indexing 190
article 142
asignee 249
assign 247, 248, 249, 249
assignments 128
attachment 233
automatic 248
b
before publish 79
best practice 155, 162, 226, 283
best practices 90

bmc contributor 313

bmc knowledge management 8
bmc remedy itsm 260
bmc remedy itsm suite 259
bmc service desk 226, 226, 227, 240, 276
bmc service request management 244, 277, 287
bookmark 233
breadcrumb 204
broadcast 264
bsm 84
business value 72, 73
c
cancel 255
canceling 255
cancelling 255
capabilities 84
categories 239, 240, 241
category 239, 240, 241
catgorization 241
change 247
company 112
component 75
components 75
concept 71, 72, 73, 73, 75, 75, 78, 79, 79, 81, 84, 89, 89, 90, 108, 109, 109, 110,
134, 136, 154, 155, 158, 159, 174, 191, 192, 198, 200, 204, 207, 211, 226, 231, 240, 247, 247, 250
, 268, 278, 278, 279, 281, 308, 312
concepts 71
config properties 145, 147
configuration 106, 112
configuration file 145, 147
configuration prerequisites 110
configure 188
configuring 174
console 75, 195, 211
contributor unapproved 313
conversion 136, 138, 144, 145, 147
conversion details 139
convert 136, 140
converting 136, 142
corrected 12

create 112, 113, 114, 116, 118, 119, 124, 125, 127, 173, 224, 227, 229, 242, 244, 280, 284
creating 223, 224, 227, 229, 242, 244
crystal reports 256, 261
custom 215
customer support 315
custom xml 145, 147
d
database 195
data management 292
decision tree 229
default template 140
define 131
delete 171, 243, 280
details tab 218, 237, 239, 240, 242, 243, 281, 282
develop 295
disable 170, 193
display 309
e
edit 247, 280
email 180, 251, 285
emails 180, 181
enable 170
end to end 78
enhancements 9, 67, 85
entry mode 159
escalation 197
event 191, 217
event type 191
example 283
f
failed 144
failed conversion 312
favorite 287
features 67, 68, 85, 89
feedback 188, 287

file system path 160

file system polling 190
filter 215
flash 65
form 309
formatting 231, 232
forms 162, 295
framework 109
functional area 211, 218
g
getting started 70
global company 177
global search 288
goals 89
guidelines 269
guides 65
h
health check 134
history 245
home 8, 200
how to 204
html 145, 147
i
image 235
incident 227, 244, 276
incident management 240
indexing 170, 172
indexing interval 172, 190
indexing status 172
initiatives 84
insert 235
installing 106
integration 198
interface 199, 200, 211, 218
investigation 227, 276

issues 12
it home page 199
itsm user permissions 68
k
kcs 68, 75, 85, 88, 90, 100, 173, 184, 223, 291, 296, 301
kcs forms 296, 301
kcs permissions 100
kcs template 291
knowledge 159
knowledge admin 287
knowledge article 218
knowledge management console 169, 170
knowledge source 154, 154, 154, 155, 169, 170, 170, 171
knowledge type 278
known 12
known error 227, 244, 276
l
life cycle 79, 79, 81, 84
link 233
list 236
locales 194
location 114
log 172, 285
login 199
m
managing 173
mapping 179
mid tier 195, 199
migrate 134
migrator properties 136
modified template 140
modify 170, 247
multi tenancy 194

n
navigation 199, 204
new 224, 227, 229, 242, 254
new features 9
new forms 296, 301
new functionality 68
new template 142
non support 124
notification 190, 193, 217
notification engine 197
notification event 191
notifications 191
o
on demand 172
openform 309
open mode 309
operational category 127
option review status 308
order 195
organization 108, 113
overview 70, 90, 211, 268
p
panel 211
parameter 165, 295
parameters 273
patch vv rr ss n 12
path 195
pdf 65
people 118, 124
people form 217
people information 118
permission 90, 134
permissions 88, 95, 100
picture 235
planning 90
plugin 169
plugin log 189

pluginsvr 169
popular articles 287
prerequisites 162
prerequites 159
previleges 100
privileges 95
problem 227, 244, 276
processes 78
product category 125
profile 217
pubme 199, 208, 208, 211, 218, 226, 229, 231, 233, 233, 235, 236, 237, 239, 240, 241, 242, 245,
246, 248, 249, 249, 251, 251, 254, 255, 256, 264, 268, 273, 276, 278, 278, 279, 281, 285, 287, 287
, 288
q
qualifications 259
quick start 107
r
rebuild 172
recommendation 226
recommendations 90
reference 12, 68, 85, 88, 90, 95, 100, 106, 107, 155, 164, 165, 172, 172, 176, 180, 190, 191
, 199, 208, 208, 210, 211, 217, 218, 223, 231, 256, 268, 269, 273, 278, 279, 282, 282, 283, 292,
311, 315, 316
register 155, 159, 159
registering 160, 162, 169, 169
registration 170
registration sequence 158
registration status 172
registration wizard 155, 159, 159, 164, 165, 171, 190
relate 240, 244
relationship 240, 242, 242, 243, 243, 244
release notes 9, 12, 65, 68
relevance 278, 295
relevancy 295
remote 138
remove 243, 280
reply 285
reports 256, 257, 259, 260, 261

request 277
resources 316
result 278, 278
results 279
resume 144
review 246, 250
revise 254
revising 254
rich text 231, 231, 232
role 90
roles 106
root cause 227, 276
route 128
rtf 231, 231, 232
s
schema 195
search 89, 215, 268, 268, 269, 276, 277, 278, 278, 278, 279, 309
searchable item 159
searchable items 158
search page 268
search result relevancy 68
self 249
self service 75
send 285
sequence 159, 160, 162
service pack 1 67
service pack n 12
settings 184, 189
share 285
simple search 268, 270
sort 195
source 159
sp1 9, 67, 162, 211, 218, 255
specific company 177
staff 119, 124
standard 112
standard configuration data 111
status 90, 172, 207, 247, 282
status group 208
status transition 184, 210

status type 208

submitter mode 190
support 119, 315
support group 116
system configuration 189
t
task 111, 112, 112, 113, 114, 116, 118, 119, 124, 125, 127, 128, 130, 131, 134, 138, 139, 140, 142
, 154, 160, 162, 169, 169, 170, 170, 171, 172, 173, 177, 177, 179, 180, 181, 184, 184, 188, 189,
189, 190, 193, 194, 194, 195, 195, 197, 197, 199, 215, 217, 224, 227, 229, 232, 233, 233, 235, 236
, 237, 241, 242, 243, 243, 244, 245, 246, 247, 248, 249, 249, 251, 251, 254, 255, 257, 259, 260,
261, 270, 271, 276, 277, 280, 280, 284, 285, 285, 287, 287, 288, 294, 309
technical bulletins 12, 65
template 173, 223
tenancy mode 194
third party 145, 147
thread 197
timeout 169
time zones 197
title relevancy 159
toggle 170
toolbar 231
troubleshoot 312
troubleshooting 312
types 268
u
updated forms 296, 301
update request 281, 282, 282, 283, 284, 285
update requests tab 282
upgrading 198
url 195
use event 295
user 90
user roles 88
users 89
using 199, 279, 291
using web services 311
utility 134

v
value 71
value paths 84
version 254
version 9 1 00 8, 9, 12, 68, 75, 85, 88, 90, 95, 100, 173, 184, 223, 291, 296
version 9 1 01 9, 301
versions 315
version vv rr 00 12
view 243, 245, 280, 280
view event 295
view mode 309
visibility group 237
visibility groups 130
w
watch list 192, 279, 279, 280, 280
web reports 256
web services 311
web services overview 311
white papers 65
windows 204
wizard 170
workarounds 12
workflow 176, 184, 210
x
xml 136, 136

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BMC Software Confidential. BladeLogic Confidential.

BMC Knowledge Management 9.1

Date: 20-Jun-2016 05:47

BMC Knowledge Management 9.1 Page 2 of 327

Permissions required to perform actions in BMC Knowledge Management . .

BMC Knowledge Management 9.1 Page 3 of 327

BMC Knowledge Management 9.1 Page 4 of 327

Showing or hiding Crystal Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 261

BMC Knowledge Management 9.1 Page 5 of 327

Special characters and boolean expressions in Global search . . . . . . . . . 289

BMC Knowledge Management 9.1 Page 6 of 327

BMC Knowledge Management 9.1 Page 7 of 327

BMC Knowledge Management provides the following functionalities:

BMC Knowledge Management 9.1 Page 8 of 327

Release notes and notices (see page 9)

Getting started (see page 70)

Planning (see page 90)

Additional resources (see page 316)

Release notes and notices

BMC Knowledge Management 9.1 Page 9 of 327

Where to find more information

Known and corrected issues (see page 12)

Support information (see page 315)

Installation and upgrade information

BMC Asset Management

BMC Change Management

BMC Service Desk

Classic view no longer supported in BMC Remedy ITSM

Date Title Summary

BMC Knowledge Management 9.1 Page 10 of 327

Date Title Summary

Enhancements to the Knowledge-Centered Support (KCS) feature. See KCS forms

June 23, 1.5.00 enhancements Smart IT 1.5 introduces several enhancements:

BMC Knowledge Management 9.1 Page 11 of 327

Date Title Summary

February 1.4.00 enhancements Smart IT 1.4 introduces several enhancements:

December Version 9.1.00 (see Enhancement available in this release:

December Service Pack 1 for Enhancements available in this release:

Known and corrected issues

BMC Knowledge Management 9.1 Page 12 of 327

Version numbers are given in the format MajorRelease.MinorRelease.ServicePack.

Where to find more information

Browser problems when using Online Technical Documentation portal

Troubleshooting (see page 312)

Release notes and notices (see page 9)

Known and corrected issues

Issue ID Application Description Affected Corrected

BMC Knowledge Management 9.1 Page 13 of 327

Issue ID Application Description Affected Corrected

The following issues have been observed

The Reopen button on the authentication dialog box multiple

SW00506700 BMC When BMC Remedy Single-Sign On (RSSO) is installed and

(RSSO) Error while decrypting password in

Workaround: Ignore this error from the log file.

BMC Knowledge Management 9.1 Page 14 of 327

Issue ID Application Description Affected Corrected

Run the BMC Remedy Configuration Check utility before

('Subject' LIKE "RE:%") AND ('Subject' LIKE "%

BMC Knowledge Management 9.1 Page 15 of 327

Issue ID Application Description Affected Corrected

In the example below, let us include the support groups (created

1. From the Application Administration Console > Foundation >

click . The selected support groups are added to