Setting up or changing How-to items and the How-to Quick Pick List

How-to items are documents that enable users to quickly find commonly needed information. You make the appropriate information available to users and associate keywords with the information. 

If you have articles in BMC Knowledge Management and set up the integration, these articles will be available in the Support tab. BMC MyIT currently supports the following templates. Custom templates are not supported. For more information, see Managing knowledge article templates in the BMC Knowledge Management documentation.

  • How to
  • Known error
  • Problem Solution
  • Reference

You can select popular or commonly used articles to be in the Quick Pick list, so that they are the first articles that users see. 

To set up How-to items

  1. On the Help Desk tab in the BMC MyIT Administration Console  (http://BMCMyITserver:port/console), click How-To Management.
  2. On the How-To Items tab, click Add (+) at the bottom of the table.
  3. In the How-To Properties area, specify the following information:
    • The URL to the web page that contains the How-to information
    • The URL type (client side or server side)

      Note

      The server-side URLs require that the device have access to the same network target to which the server has access.

    • The name of the How-to item
    • A description (up to 1,000 characters) of the How-to item. The user can see this description on the I need How-To resources tab. (It appears in the How-to Quick Pick List, under the How-to item name.)
    • One or more comma-separated keywords for the How-to item, to enable users to find it quickly
  4. Click Create.

To change an existing How-to item

  1. On the Help Desk tab in the BMC MyIT Administration Console  (http://BMCMyITserver:port/console), click How-To Management.
  2. Select the How-to item that you want to change, and click Edit (pencil).
  3. Make your changes and click Save.

To add an existing How-to item to the client-side Quick Pick list

  1. On the Help Desk tab in the BMC MyIT Administration Console  (http://BMCMyITserver:port/console), click How-To Management.
  2. Select the How-To item you want to add to the Quick Pick List.
  3. In the How-To Properties area, click Add to Quick Pick List.

To edit the How-to Quick Pick list

  1. On the Help Desk tab in the BMC MyIT Administration Console  (http://BMCMyITserver:port/console), click How-To Management.
  2. Click the Quick Pick List tab.
  3. Select an entry and move it by using the Move Up and Move Down controls, or remove it by clicking Remove.
  4. Click Save.

Related topic

Setting up calendars

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