Previewing a knowledge article

BMC Helix Remedyforce facilitates creation of knowledge articles to share troubleshooting, how to, and other information that is commonly required by users in an organization. By default, the ServiceDesk Staff user and ServiceDesk Change Manager can create a knowledge article. When you open an existing knowledge article, you can view details such as article information, video details, account details, and other additional information.

The image shows an existing knowledge article when opened from the Knowledge Article list view.

For more details about viewing a knowledge article, see:

To view a knowledge article

Click the Knowledge Articles tab.
On the Knowledge Articles Home page, click the Article ID for the required article.

The knowledge article page is displayed with detailed article information.

Knowledge article details

Viewing a knowledge article displays the following details:

Article Information
Article Details
Video Details
Additional Information
Account Details

Article Information

This section contains basic information of an article such as Owner, Category, Article Type, Status, and so on.

Article Details

This section contains core information based on which the article content is created, which includes Title, Keywords, and so on. Based on the article type, this section includes additional details, as follows.

Question and Answer fields for a How To or FAQ type article
Error, Root Cause, and Workaround fields for a Known Error article type
Problem and Solution fields for a Problem Solution article type.

Video Details

This section contains information about an video uploaded for the knowledge article such as URL, width, and height.

Additional Information

This section contains information about the published date, review date, retired date, and so on for an article. Additionally it includes the following details.

Used by Staff Members # : Indicates the count of a knowledge article being referred or linked to a record by staff users.
Used in Self Service # : Indicates the number of times Self-Service clients selected Yes in the option Did this article meet your need for a knowledge article irrespective of the rating provided.
Viewed in Self Service # : Indicates the count of a knowledge article being viewed by Self-Service clients.
Used in Change # : Indicates the count of a knowledge article being referred or linked to a change request record by staff users.
Used in Problem #: Indicates the count of a knowledge article being referred or linked to a problem record by staff users.

Account Details

This section contains information about the accounts to which the selected knowledge article will be available to.