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 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 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.
Before you begin
Read the Solving problems with self-help use case.
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.
To add self-help articles
Self-help resources can include both how-to articles and knowledge articles. 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 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.
The video shows an older version of BMC Digital Workplace. The previous product name was MyIT. Although there might be minor changes in the user interface, the overall functionality remains the same.
To create how-to articles
- Navigate to Help Desk > How-To Management.
- Click Add.
Configure the following properties for the How-To article:
Property Description Name The name of the resource that makes sense to end users 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
The description appears under the How-To item name in BMC Digital Workplace.
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.
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.serach Specify how the preview excerpt of similar articles is displayed.
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. See more details about managing knowledge article templates 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 shared links in knowledge articles
You can include links in knowledge articles that open a service request form or catalog section in BMC Digital Workplace. In the BMC Digital Workplace , you can open a service request or catalog section and copy 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.