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.
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.
Before you begin
Read the Enabling self-service in an organization.
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 add how-to articles
- Navigate to Help Desk > How-To Management.
- Click Add.
Configure the following properties for the article:
Property Description Name The name of the resource. Enter a name that clearly describes the article's 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 article. The description appears under the How-To item name in the BMC Digital Workplace end user console.
Keywords and synonyms can help end users find articles more easily.
Tip: Consider using keywords that do not exist in the Name and Description field.
To import articles from BMC Knowledge Management
You can import the following article templates from the BMC Knowledge Management:
- How To
- Known Error
- Problem Solution
- 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 default is words (which shows specific elements of the article that matched the search keywords). Or you can enter excerpt or none. use.must.have.search.term Select the check box if the article must include the search term.
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.
Articles that are flagged as Internal in BMC Knowledge Management are not displayed in BMC Digital Workplace. For more details, see 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 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.