×
 
 
  •  
$helper.renderConfluenceMacro('{bmc-global-announcement:$space.key}')

 

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.
Remedy IT Service Management Suite 8.1 ... Upgrading Configuring after upgrade

Updating BMC Remedy Knowledge Management for popular articles

BMC Remedy Knowledge Management version 8.0 and later includes an integration with BMC Service Request Management that displays the most popular articles in the Request Entry console. The popularity of an article is determined by its rating, use count, and number of views, as explained in Displaying popular articles.

By default, popularity is only calculated for articles created in versions 8.0 and later. To include pre-8.0 articles in popularity calculations, run two escalations as explained in the following procedure.

Notes

  • You must run the escalations in the order shown in the procedure.
  • Articles created in version 8.0 and later that are tagged as favorites also appear in the popular articles list in the Request Entry console. However, you cannot tag pre-8.0 articles as favorites, and there is no upgrade available for this functionality.

To include pre-8.0 articles in popularity calculations

  1. From BMC Remedy Developer Studio, open the RKM:KAM:SyncTopSolutionsFeedbacksForUpgradeEscalation escalation.
  2. Create an overlay.
  3. Enable the escalation.

  4. Select Time in the Run By field, and specify a time to run the escalation.
    For more information, see Creating escalations. 

  5. Save.
  6. After the escalation runs, disable it from BMC Remedy Developer Studio.
  7. Repeat steps 1 to 6 for the RKM:KAM:SyncTopSolutionsUseViewCountsForUpgradeEscalation escalation.

Related topics

Displaying popular articles

Tagging a knowledge article as a favorite

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.

Last modified by Catherine Siderine on Feb 07, 2014

Comments

Log in or register to comment.

Configuring after upgrade
Rebuilding join forms that were deleted before an upgrade
© Copyright 1996 - 2018 BMC Software, Inc. © Copyright 1996 - 2018 BladeLogic, Inc.
Legal notices

Powered by Atlassian Confluence and Scroll Viewport

© Copyright 2005-2024 BMC Software, Inc. Use of this site signifies your acceptance of BMC’s Terms of Use . BMC, the BMC logo, and other BMC marks are assets of BMC Software, Inc. These trademarks are registered and may be registered in the U.S. and in other countries.