Note

 

This documentation supports the 20.19.02 version of BMC Helix Remedyforce.

To view the latest or an earlier version, select the version from the Product version menu.

Knowledge management

 You can create and publish knowledge articles to share troubleshooting, how-to, and other information that is commonly required by users in your organization. Users can search these knowledge articles from the Global Search page, Incident form, and Self Service.

Navigating the Knowledge Articles tab

AnnotationNameDescription
1View

You can choose from the following default options or custom views if available:

  • All
  • Draft and In-Review Articles
  • Published Articles
  • Retired Articles
2EditEdits the selected view. You can edit the criteria, fields to be displayed, and view visibility.
3Create New ViewCreates a view.
4NewCreates a knowledge article.
5Display Selection

Shows the articles in the current view based on the selected condition. You can select from the following options:

  • Recently Viewed
  • Recently Modified
  • Recently Created

Managing knowledge articles

The following table provides information about creating and managing knowledge articles in BMC Remedyforce.

Goal

Reference topics

Create and publish knowledge articles

Creating a knowledge article

To submit a knowledge article for approval

Publishing a knowledge article

Approve knowledge articles

Approving records submitted for approval

Manage existing knowledge articles

Related topics

Creating an approval process

Configuring knowledge articles

Working with records

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