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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 Catalog tab), by browsing the Support tab, or from the profile of an asset or service.

Tip

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.

solving problems overview

This topic includes the following sections:

Before you begin

Read the overview of Self-help.

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.

how-to article config overview

Adding self-help articles and resources

Self-help resources can include both how-to articles and knowledge articles. BMC 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 Support tab or 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.

https://youtu.be/CFchOt1Ygsc

To create how-to articles

adding how-to articles 1

adding how-to articles 2

Importing articles from BMC Knowledge Management

 BMC MyIT supports the following article templates:

  • How To
  • Known Error
  • Problem Solution
  • Reference
  • Custom

 After you configure the integration with BMC Knowledge Management, the articles are automatically available when users search from the Support tab, from the Catalog, and from the super box. Articles that are flagged as Internal in BMC Knowledge Management are not displayed in BMC MyIT.

rkm-provider-configuration

 See more details about managing knowledge article templates in the BMC Remedy ITSM 9.1 documentation.

BMC 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 BMC MyIT to include in knowledge articles

You can include links in knowledge articles that open a service request form or catalog section in BMC MyIT. In the BMC 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.

Share

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
  • 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

  1. On the Services tab, select Service Actions.
  2. Click Add, or select an existing service action.
  3. Complete the following fields:

    FieldDescription
    NameSpecify the name of the action.
    Type

    Choose a type from the list:

  4. 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. 

how-to quick pick add

how-to quick pick reorder

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 to 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, 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.

related-topic See more details about adding assets and creating actions for them.

Related topics

Self-help

Managing knowledge article templates in the BMC ITSM 9.1 documentation

Creating an article in the BMC HR Case Management 4.7 documentation

Requests for services and apps

Localizing titles and messages

Places and assets

Setting up sections in the Catalog

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