Setting up self-help resources
With MyIT, users can solve problems themselves before filing an incident, opening an HR case, or talking to support staff. Create and import knowledge articles, and create links to online (internal or external) product documentation, troubleshooting tips, tutorials, videos, and other resources.
Users can then access those resources through search (in the Superbox or from the Catalog tab) or from the profile of an asset or service.
In knowledge articles, you can include a link directly to an appropriate service request or catalog section. Users will feel more confident turning to self-help resources when they know that help is only a click away.
This topic includes the following sections:
Before you begin
Read the Solving problems with self-help use case.
Provide users with access to self-help articles from Knowledge Management or online resources. These resources can be websites, articles, or other content that your company has created, such as training documents, internal procedures and guidelines, product manuals and guides, tutorials, and videos.
Adding self-help articles and resources
Self-help resources can include both how-to articles and knowledge articles. MyIT catalog sections can include both IT-related knowledge articles (from BMC Knowledge Management) and HR-related knowledge articles (from BMC HR Case Management).
Creating how-to articles
Add links to How-To resources that users can find from the Catalog tab. How-to resources can contain links to websites, videos, apps, and other online articles.
Video: Creating how-to articles with short URLs
The following video (3:29) demonstrates how to use Google URL Shortener to shorten URLs and create how-to articles by using the shortened URLs.
To create how-to articles
Importing articles from BMC Knowledge Management
MyIT supports the following article templates:
- How To
- Known Error
- Problem Solution
After you configure the integration with BMC Knowledge Management, the articles are automatically available when users search from the Catalog, and from the Superbox. Articles that are flagged as Internal in BMC Knowledge Management are not displayed in MyIT.
See more details about managing knowledge article templates in the BMC Remedy ITSM 9.1 documentation.MyIT users can provide feedback on knowledge articles. The feedback is sent to the knowledge author. See how to configure and localize feedback strings in Configuring feedback strings in the BMC Knowledge Management 9.1 documentation.
Copying links from MyIT to include in knowledge articles
You can include links in knowledge articles that open a service request form or catalog section in MyIT. In the MyIT Universal Client, you can open a service request or catalog section and share the link to your clipboard. In BMC Knowledge Management, you can edit the knowledge article and add the link to the service request or catalog section. For example, at the end of an article about fixing printer problems, you might include a link to report an issue with the printer.
Configuring access to self-help
You can configure access to self-help wherever your users need the information:
- On the profiles of assets and services
- As QR codes that you physically attach to assets for the user to scan
- In sections of the Catalog
This section contains the following information:
Creating profile links to self-help resources
Assets and services have profiles, which can include buttons that link to resources or to areas for setting the status of an asset or creating a service request.
To add actions to asset types
To create service actions
- On the Services tab, select Service Actions.
- Click Add, or select an existing service action.
Complete the following fields:
Field Description Name Specify the name of the action. Type
Choose a type from the list:
- Client side URL—The user’s device executes the URL.
- Default request—The service request definition (SRD) assigned as the Default Service Request. For more information, see Setting the default service request definitions for MyIT.
- Request—For more information, see Setting up service requests through BMC Service Request Management.
- Click Save.
To localize actions, see Localizing titles and messages.
Adding QR codes to assets
If an asset has a QR code, users can scan the asset to find its profile in MyIT. With asset actions, create buttons on the profile to link to self-help resources or to enable users to report that the asset has a problem.
MyIT can use any type of code that mobile devices recognize. For example, Apple iOS devices can detect the following codes: UPC-A, UPC-E, Code 39, Code 39 mod 43, Code 93, Code 128, EAN-8, EAN-13, Aztec, PDF417, and QR.
See more details about adding assets and creating actions for them.
Managing knowledge article templates in the BMC ITSM 9.1 documentation
Creating an article in the BMC HR Case Management 4.7 documentation