This documentation supports the 20.02 version of BMC Helix Business Workflows.

To view the documentation for the previous version, select 19.11 from the Product version menu.



Creating and editing knowledge sets

Knowledge sets are logical groups of knowledge articles. The view, edit, and search permissions of knowledge article templates and knowledge articles are inherited from knowledge sets. Knowledge sets enable users to add domain-specific access to knowledge articles. For example, if you provide view access to a knowledge set for a support group, the users in the support group can view the knowledge articles that are inherited from the knowledge set.

An administrator or a case business analyst with the Knowledge Coach functional role must create knowledge sets before creating knowledge article templates and knowledge articles. You can create multiple knowledge sets.

Before you begin

  • To learn more about knowledge sets and view an example, see Knowledge sets and knowledge templates.
  • To associate knowledge sets with an organization and support group, ensure that the administrator has created foundation data. For details, see Creating or modifying Person data .

To create knowledge sets

  1. Log in to BMC Helix Business Workflows.
  2. Click Settings.
  3. Select Knowledge Management > Knowledge Sets, and click New Knowledge Set.

  4. Fill out the Knowledge Set, Company, and Description fields.
  5. To associate the knowledge set with BMC Helix Business Workflows, click Associate, select com.bmc.dsm.bwfa and click Select.
  6. (Optional) If you have not created an application with which you want to associate the knowledge set, click Create New and fill out the details.

    Note

    Knowledge sets that are saved without associating them with an application are not visible while creating knowledge article templates.

  7. To make the knowledge set active, click the Active  icon.
  8. Click Save.

To edit knowledge sets

You can associate a knowledge set with a Support Group only in the edit mode. You can also change the permissions of the knowledge set and choose to propagate the permissions to the knowledge articles.

  1. Log in to BMC Helix Business Workflows.
  2. Click Settings.
  3. Select Knowledge Management > Knowledge Sets, and open a knowledge set.

  4. To associate the knowledge set with a business unit, department, or support group, complete the following steps:

    1. From the Support Group list, in the Knowledge Access section, expand Support Group Access.

    2. Select the Company, Business Unit, Support Department, or Support Group.

      Users from the selected Support Group only can view or edit the knowledge articles. By selecting this option, you can limit the use of a knowledge article to the specific Support Group. For example, a knowledge article explaining the insurance policy can be restricted for the Finance Support Group.

  5. Click Add.

    After changing the knowledge set access, to update the description or other details, close the view and open it again to make the changes. If you try to make the changes in the same view, an error might occur.

  6. (Optional) To enable the Knowledge Coach users of a company, business unit, Support department, or Support group to modify the permissions of the knowledge set, select the Assign Write Access check box for the respective field, and click Add.
  7. Click one of the following options:
    • Overwrite: All permissions of all knowledge articles are overwritten by the new permissions
    • Append: New permissions are appended to the existing permissions of the knowledge articles
    • Do Nothing: No changes are made to the existing permissions of the knowledge articles

    A message is displayed that shows the number of knowledge articles for which permissions are modified.

  8. Click OK to proceed.

  9. (Optional) To deactivate a knowledge set to make it unavailable to create knowledge templates, use the Active toggle.

  10. Click Save.

Permission propagation from knowledge sets to knowledge articles

As a knowledge coach, you can change the permissions for a knowledge set, the permissions of the associated knowledge templates are automatically updated. The knowledge coach can choose to apply the changes to the knowledge articles that are associated with the knowledge set by overwriting the existing permissions or appending the new permissions to the existing permissions. The knowledge coach can also choose not to apply the changed permissions to knowledge articles.

The Knowledge Access Changed column in the knowledge set console shows whether updated permissions from the knowledge set are applied to the associated articles.

The following table lists the changes that occur to the knowledge article permissions based on the options that you select to propagate permissions:

Option for permission propagationResult
Overwrite
  • New permissions are applied to the knowledge articles
  • Original Assigned Group and the Reviewer are retained
  • Any other manual permissions are removed
Append
  • New permissions are appended to the existing permissions of the knowledge articles
  • Original Assigned Group and the Reviewer are retained
  • Any other manual permissions are retained
Do Nothing

Only permissions of the Knowledge Set are updated and no changes are made to the permissions of existing knowledge articles.

If any new articles are created, the updated permissions are applied.

Where to go from here

Creating and editing knowledge templates

Related topics

Setting up roles and permissions



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