This documentation applies to the 8.1 version of Remedy IT Service Management Suite, which is in "End of Version Support." You will not be able to leave comments.

To view the latest version, select the version from the Product version menu.

Resolving tickets with the help of Knowledge articles using Smart IT

For information about working with Knowledge articles in Smart IT version 1.0, see this topic in the version 1.0 online documentation.

Knowledge articles are created to document information that can be referenced when working on different tasks. These articles can provide information about known issues and their resolutions, configuration or set up information for common assets in the organization, or any information that requires to be shared in the organization.

If you have BMC Knowledge Management, BMC Remedy with Smart ITallows users to leverage the knowledge articles by displaying a list of related knowledge articles when creating or updating a ticket. Recommended Knowledge displayed for a ticket are the results based on search conducted on the basis of some key text in the ticket.

It provides the ability to relate an existing Knowledge articles to a ticket so that users can view information that was useful when working on a request. Relating the knowledge resource to a ticket will update the usage % of the resource increasing its credibility and use for resolving a request. It will also increase the resource's relevance to similar type of requests, placing it higher in the list when displaying Recommended Knowledge for similar requests.

For basic information about BMC Knowledge Management, see What is BMC Knowledge Management.

Using a knowledge article to resolve incidents

Jennie Tennyson, a Level 1 Service Agent, is working on an incident reported by Greg Johnson, the Director of HR, who got the Blue Screen of Death after rebooting his laptop.

Use case outline

Resolving an incident using an existing Knowledge article

  1. Jennie is working on Greg's incident request related to the Blue Screen of Death displayed after he rebooted his laptop. Jennie opens the incident request, and views the list of resources displayed on the right pane of the Incident Request screen.

    These resources are searched for based on keywords identified by the system in the incident ticket. For the current incident, knowledge articles related to the blue screen of death are displayed. One of the knowledge articles is related to a security patch that was recently deployed to the type of laptop that Greg uses, and is known to cause blue screen issues.
  2. She clicks on the Knowledge Article to preview its contents.
    The information provided can be used to resolve Greg's issue, so Jennie contacts Greg and provides him with the information provided in the Knowledge Article.
  3. She clicks the Share  icon and emails the link to Greg, for his reference.
  4. She wants to make sure that she is updated whenever the contents of the Knowledge Article are updated, so she clicks  to follow the article.
  5. She saves the Knowledge Article to the ticket so that it is linked to the ticket and can be referred to when anyone looks at the ticket. She clicks the Save to Ticket option to save the Knowledge Article to the ticket so that it is listed under Saved Resources. Users can view the related Knowledge Article as a resource that was helpful in resolving the incident when they refer to this incident ticket.

    Note

    The  icon indicates that the resource has been saved to the ticket.

  6. Upon further investigation, she realizes that in addition to the steps provided in the Knowledge Article, Greg needs to apply an additional fix to complete the process. The additional fix to be applied to resolve the issue completely is not included in the Knowledge Article, so Jennie opens the Knowledge Article, clicks the Activity tab on the right panel of the Knowledge Article, and types in a new post related to the additional step.
  7. The Knowledge Article helped Jennie resolve the issue at hand, she clicks Yes to mark the Knowledge Article as a helpful resource This improves the rating of the Knowledge Article as a resource, and list it higher in the order when displayed as a Recommended Knowledge for similar issues.
  8. She clicks the far left side of the screen to navigate back to the ticket.
  9. She then marks the incident record as Resolved, provides the appropriate Resolution categorization and Product Resolution categorization and then closes the ticket.

Jennie can also choose to create a new Knowledge Article to capture information she thinks may be useful to other service desk agents to resolve similar issues. 

For more information about creating Knowledge articles, see Creating knowledge articles for sharing information.

Using knowledge articles to fulfill a work order

Steve, a field engineer, is working on a work order that includes setting up a projector for a conference room.

Use case outline

Fulfilling a work order using an existing Knowledge article

  1. Steve is working on the work order related to setting up the projector in one of the conference rooms. Once he is inside the conference room, he opens the work order ticket from the Home screen.

  2. He taps the Resources link to view the list of resources displayed on the left of the Work Order screen. These resources are searched for based on keywords identified by the system in the incident ticket. For the current work order, knowledge articles related to the projector are displayed. One of the knowledge articles provides instructions to set up the projector.

  3. He clicks on the Knowledge Article to preview its contents, and notices that the projector version is not the same as the one he is setting up.

  4. He notices that Rachel, another field technician, is online and available. He uses the Chat to reference the knowledge article in-line, and they clarify the steps needed for the different model.

  5. Steve adds this additional information as a comment to the knowledge article.

  6. He clicks the Share  icon and emails the link to Rachel for her reference.

  7. He wants to make sure that he is updated whenever the contents of the Knowledge Article are updated, so he clicks  to follow the article.

  8. The knowledge article helped Steve resolve the issue at hand, he clicks Yes to mark the Knowledge Article as a helpful resource This improves the rating of the Knowledge Article as a resource, and list it higher in the order when displayed as a Recommended Knowledge for similar issues.

  9. He clicks the far left side of the screen to navigate back to the ticket.

  10. Steve completes the activity with the projector and goes back to the work order, adds a work info and sets the status to complete.

Related topics

For more information about tickets, see Creating tickets using Smart IT and Viewing and updating tickets using Smart IT

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

Comments

  1. Anne Brock

    Minor question - but for this line "Jennie opens the Knowledge Article, clicks the Activity tab on the right panel of the Knowledge Article, and types in a new post related to the additional step."


    I think the tab is actually called "comments", right?

    Oct 29, 2014 04:47
  2. Anne Brock

    And for this - "He taps the Resources link to view the list of resources displayed on the left of the Work Order screen"

     

    Aren't resources on the right?

    Oct 29, 2014 05:00
    1. Priya Shetye

      Hello Anne,

      Content has been updated based on the inputs in your comments.

      Nov 12, 2014 01:47