Unsupported content

 

This version of the documentation is no longer supported. However, the documentation is available for your convenience. You will not be able to leave comments. Click here to view the documentation for the current version.

Solving problems with self-help

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.

solving problems overview

Example  

Irene has just joined the company. She has been given access to the corporate intranet and has downloaded the BMC MyIT application. However, she is having trouble finding her way around the intranet and cannot locate the onboarding PDFs that her new manager suggested she read before she starts on Monday.

Using BMC MyIT, she pulls up the How-To resources and quickly finds the link to the page that contains PDFs for new hires.

Administrator tasks

Provide users with access to self-help articles from BMC 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.

how-to article config overview

Related topic

Setting up self-help resources

Was this page helpful? Yes No Submitting... Thank you

Comments