Setting up self-help resources
With BMC 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 Unified Catalog tab), by browsing the Support tab, or from the profile of an asset or service.
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.
Creating how-to articles
Add links to How-To resources that users can find from the Support tab or the Unified Catalog tab. How-To resources can contain links to websites, videos, apps, and other online articles.
Importing articles from BMC Knowledge Management
After you configure the integration with BMC Knowledge Management, the articles are automatically available when users search from the Support tab, from the Unified Catalog, and from the super box. Articles that are flagged as Internal in BMC Knowledge Management are not displayed in BMC MyIT.
BMC MyIT supports the following templates:
- How To
- Known Error
- Problem Solution
See more details about managing knowledge article templates in the BMC ITSM 9.0 documentation
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
- In the quick-pick list
- As QR codes that you physically attach to assets for the user to scan
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—This is the service request definition (SRD) assigned as the Default Service Request. For more information, see Setting up service requests through Service Request Management .
- Request—For more information, see Setting up service requests through Service Request Management .
- Click Save.
To localize actions, see Localizing titles and messages.
Creating quick-pick lists for articles
Select popular or commonly used articles to appear in the Quick Pick list, so that they are the first articles that users see.
Adding QR codes to assets
If an asset has a QR code, users can scan the asset to find its profile in BMC MyIT. With asset actions, create buttons on the profile that link to self-help resources or to enable users to report that the asset has a problem.
BMC MyIT can use any type of code that mobile devices recognize. For example, 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, QR.
See more details about creating actions for assets.
Managing knowledge article templates in the BMC ITSM 9.0 documentation