Setting up self-help resources
With BMC Digital Workplace, users can solve problems themselves before filing an incident, opening an HR case, or talking to support staff.
As a BMC Digital Workplace administrator, you create and import knowledge articles, and add links to online (internal or external) product documentation, troubleshooting tips, tutorials, videos, and other resources. End users can then access those resources through search (in the Global search field or from the Catalog tab) or from the profile of an asset or a service health item.
Tip
In knowledge articles, you can include a link directly to a 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.
Managing knowledge article templates
in the BMC ITSM documentation
Localizing titles and messages
Setting up sections in the Catalog
Before you begin
Read the Enabling self-service in an organization.
Administrator tasks
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 resources
Self-help resources can include how-to articles and knowledge articles. Catalog sections can include IT-related knowledge articles (from BMC Knowledge Management) and HR-related knowledge articles (from BMC HR Case Management). The following procedures describe how:
To set up links to how-to resources
- Navigate to Help Desk > How-To Management.
- Click Add.
Configure the following properties for the how-to resource:
Property Description Name The name of the resource. Enter a name that clearly describes its content. URL Type Server-side URLs require that the device has access to the same network target to which the server has access. Source URL to the web page that contains the How-To information. Description Description of the how-to resource. The description appears under the How-To item name in the BMC Digital Workplace end user console.
Keywords Keywords and synonyms can help end users find how-to resources more easily.
Tip: Consider using keywords that do not exist in the Name and Description field.
To import articles from BMC Knowledge Management
Info
You can import the following article templates from the BMC Knowledge Management:
- How To
- Known Error
- Problem Solution
- Reference
- Custom
- Navigate to Configuration > Application Features.
- Select RKM Pluggable provider from the Providers list.
- Select the RKM Pluggable provider row to view the settings.
Configure the integration with BMC Knowledge Management as follows:
Property Description Port Enter the BMC Knowledge Management server connection details. Application password Hostname RKM templates Provide a comma-separated list of knowledge management templates.
rkm.searchResultOption Specify how the preview excerpt of similar articles is displayed. The option you enter is set in the AR System Multi-Form Search (MFS) form. The options are:
- words (the default)— Returns excerpts that contain the text from the search as well as surrounding text. For example, if printer was searched for, a result might be setting up the printer in room 1B. The Words Around Hit field is set in the MFS form.
- excerpt—Returns the first 30 words of the resulting hit so that the user can read a summary of the content. The Excerpt field is set in the MFS form.
- count—Returns the potential number of matches for the search. (The count is taken before row level permissions are applied, which may reduce the actual result set.) The Count Only field is set in the MFS form.
- none—Returns only the text that was searched for. (It does not return an excerpt or the words surrounding the result.) The No Excerpt/WAH field is set in the MFS form.
For more information about the MFS form, see Performing searches on multiple forms
in the Remedy Action Request System documentation.use.must.have.search.term Select the check box if the article must include the search term. The keywords that the user enters are directed to the Must Have field on the AR System Multi-Form Search (MFS) form. The results return only items that match all meaningful words (an AND search).If the check box is cleared (the default), the keywords are directed to the May Have field on the MFS form. The results return only items that match at least one meaningful word (an OR search).
For more information about the MFS form, see Performing searches on multiple forms
in the Remedy Action Request System documentation.
After you configure the integration with BMC Knowledge Management, the articles are automatically available when users search from the Catalog, and from the Global search.
Note
Articles that are flagged as Internal in BMC Knowledge Management are not displayed in BMC Digital Workplace. For more details, see
Managing knowledge article templates
in the BMC Remedy ITSM 9.1 documentation.
BMC Digital Workplace 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.
To include links in knowledge articles
In knowledge articles. you can include links that open a service request form or catalog section in the BMC Digital Workplace end user console. In the end user console, users can open a service request or catalog section and copy the link to their clipboard. Conversely, 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.
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