This documentation supports the 19.02 version of BMC Knowledge Management.

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

Knowledge article functional areas

BMC Knowledge Management displays knowledge articles in two views depending on where you opened the article:

  • Display view—When you open articles from search results, the article and the non-role related article metadata that can be viewed by all users is displayed in read-only mode. When you open the article, only the header and content are displayed. Clicking the Details tab displays the article in read-only view, even when you have edit permissions.
    The Update Requests tab is never displayed in the Display view. While in the Display view, you can switch to the Advanced view by clicking the Advanced View button.

    Article in Display view
    (Click the image to expand it.)

  • Advanced view—When you open articles from the Knowledge Management Console or by clicking the Advanced View button in search results, you can modify the content and metadata fields of the article. The left-hand Navigation pane, links, and the Update Requests tab are displayed.

    Article in Advanced view
    (Click the image to expand it.)

The following table describes the functional areas of a knowledge article, and what you can do in each area.

Knowledge article functional areas

Functional area

Purpose

Header (top of page)

Quick Actions

Allows you to perform one of the following actions on the article:

    • Assign to Me—Reassigns the article to yourself.
    • Auto Assign—Assigns the article according to the specified assignment method. See Assigning a knowledge article.
    • Create Relationship—Opens the Article Relationship Search dialog box that lets you search for articles and relate them to the open article. See Managing knowledge article relationships.
    • Search for Duplicates—Performs a search for existing knowledge articles with similar titles. The search covers knowledge article content, in addition to the title.
    • Article Visibility—Opens the Article Visibility dialog box that lets you add visibility groups to the knowledge article. See Managing knowledge article visibility.

Status Transition bar

Displays the article workflow in a series of color-coded tabs, where green denotes the status of the currently selected article. Each tab represents subgroups of not published and published articles. The green tab contains a drop-down list with available status transition options. The workflow contains the following tabs:

    • In Progress—Initial status that is automatically assigned to all articles at the time of creation. Articles are visible only to the author until promoted to another status.
    • Draft—The first status in the workflow that allows Knowledge Admin users and the article assignee to view the article draft.
    • In Review—Typically the next step in the knowledge article life cycle, during which the article is reviewed by SMEs. In addition, 2 optional review statuses are provided by default, but you can configure more.
    • Published—The step in the article life cycle during which the article is visible to all viewers who have the necessary permissions to access the article.
    • Closed—This status is assigned automatically when you create a new version of an article. Articles with this status cannot be accessed by performing a search.

Note: This bar is displayed only for articles that have a life cycle. You can also change the article status by using the Status field in the Details tab of knowledge article.

For more detailed information, see Status groups and types.

Title

Displays the title of the article.

Article ID

Displays the ID that the system generated for the article. The Article ID prefix is always KBA.

Version

Displays the current version of the article. To see other versions, click Functions > Revisions.

For more information about creating a new version from a Published article, see Revising knowledge articles.

Authoring Notes

Enables the author to add comments and explanations about the article.

    • Diary History—Displays the history of all the notes that were written for the article.
    • Diary Editor—Area in which the author creates new notes.

Note: The Authoring Notes area is available only when the article is open for editing. To access it, click Functions > Authoring Notes link.

Content tab

Displays the article in Display or Modify mode. Click the icon at the right side of any text box to open a text editor and view the content. Use the View HTML Source check box to toggle between rich text and HTML coding in the text boxes.

Note: The following limitations apply to the HTML authoring feature:

  • The HTML editor appears as a popup dialog when you select the rich text field that you want to edit. If you click outside the work area on the knowledge article console, the popup dialog closes. To access the HTML editor again, you must select a different rich text field before returning to the one that you want to edit. This also applies if you click the Close button in the popup dialog box.
  • If you launched the HTML editor dialog box by clicking the button at the top right corner of a text field, the rich text editor dialog box opens when you close the HTML editor dialog box

Details tab

Displays the following information in the View or Modify mode.

Note: Click the Content tab to return to the article

Metadata fields

Note: Click the right double arrow to toggle the following field display: Company and Author and Keywords, or Region and Site Group and Site.

    • Company—Designates the company for which the the article is intended. This information is used as metadata to increase search accuracy, and does not affect access restrictions.
    • Author—Name of the person who wrote the article.
    • Keywords—Keywords for the article, separated by a space.
    • Region—Geographic area.
    • Site Group—Subdivided region.
    • Site—Individual location within a subdivided region.
    • Article Language—Language that is defined for the knowledge article. This field is purely for informational purposes, and does not affect the spell checker function of the rich text editor.
    • Business Service—As configured by your administrator.
    • Internal Use—Defines whether the article is displayed for all users or only for users who are defined as internal.
      Note: Internal users are users with any Knowledge related permissions, and the assignee group of the article.

    • Article Attachments—Files attached to the article. See Adding and deleting attachments for more information.
    • Assigned Groups—Groups to which the article assignee is assigned. See Assigning a knowledge article.
    • Assignee—Person to whom the article is currently assigned.
    • Status—Current status of the article. You can change the article status using either this field or the Status Transition bar in the header.

Information tabs

    • Update Requests—Use to create and view update requests for the current displayed object. See Managing update requests for more information.
    • Categorizations—Defines up to three hierarchical levels of operational and product categories (available values depend on the value selected for the previous tier), and the Organization, Department, Product Name, Model/Version, and Manufacturer information. For more information, see   Categorization .

    • Resolution Categorizations—Defines up to three hierarchical levels of resolution categories and product resolution categories (available values depend on the value selected for the previous tier), and the Company, Product Name, Model/Version, and Manufacturer information, in a knowledge article. For more information, see Categorizing documented resolutions.

    • Relationships—Displays a list of the relationships that exist for the current article. See Managing knowledge article relationships for more information.

    • Date/System— Displays information about the system, article owner, and source.
      • Submitter—Name of the person who submitted the article.
      • Submit Date—Date on which the article was submitted.
      • Last Modified By—Person who last modified the article.
      • Modified Date—Date on which the article was last modified.
      • Owner Group—Support group from which you can select an Owner for the knowledge article. Does not affect article visibility.
      • Owner—Name of the person who owns the article; can be the author or another user. The owner's access limitations depend on their assigned functional roles and permissions. BMC recommends that you assign knowledge article owners the necessary permissions to manage the lifecycle of knowledge articles.
      • Article Form—The form that was registered in BMC Knowledge Management.
      • Source Name—Name of the source that was chosen for this article form.
      • Article Expiration Date—Records the intended date for retiring the knowledge article. This field is not currently associated with any workflows. For information about creating your own workflow, see  Defining workflow to automate processes .
      • ArticleLastModifiedDate Date on which the article was last modified by default. You can edit the date if required.
      • Review Date --- Next date on which the article is to be reviewed. For more information, see Scheduling reviews.
      • Last Review Date— Date on which the article was last reviewed.
        Note: The Owner and Owner Group values are set with the user or author name and group when the article is created. Only Knowledge Admin users can edit these fields after article creation.
        Exception: If the creator of a new knowledge article has only the Knowledge Submitter permission, the Owner Group and Owner field values are set automatically when the article status changes to Draft.
        In such cases, the Owner field displays the name of the automatically selected article assignee, because you must have either the Knowledge User permission or the Knowledge Admin permission to become the owner of a knowledge article.
    • Feedback—Users can leave a comment and rate with a value of 1 to 5, where each value has a unique meaning for later use in reporting. For more information, see Submitting and viewing feedback.

Navigation pane (left side)—Displays key information and provides search filters.

Functions section

Displays links for performing the following tasks:

    • Add to Watch List—Adds the selected knowledge article to your Watch List, for monitoring. See Using watch lists.
    • Request Cancellation—Displayed for all articles except for In Progress articles and for articles with no life cycle. Click Yes to send a request to cancel the article.
    • Delete Article—Displayed only for In Progress articles and for articles with no life cycle.The Delete Article functionality is disabled for external articles to ensure that articles in Published status are not deleted.

    • Recall Cancellation—Deletes a cancellation request.
    • Article Visibility—Displays the Visibility Groups dialog box, which allows you to view visibility groups assigned to the article and assign or delete visibility groups. See Managing knowledge article visibility.
    • Revisions—Displays the Article Revisions table, which contains the revision history of the current article. For more information, see Revising knowledge articles.
    • History—Displays the Article History table, which contains the history of the current article. For more information, see Viewing a knowledge article's history for more information.
    • Additional Categories—Enables you to create additional metadata for the knowledge article. For more information, see Managing additional categorization.

Consoles section

Provides links to the IT Home page, Knowledge Management console, and Reports.

Bottom of page

Click the appropriate button to perform the following tasks for an article:

    • Save—Saves the changes made to the article content, and details.
    • Modify—Open the article for modifying. This button is enabled if you are not the article assignee; being the assignee grants you automatic editing privileges. If your user role is defined as Knowledge Submitter or Knowledge Viewer, this functionality is not enabled for your use.
    • Use—Indicates that you found the article content useful. After you click Use, this option becomes disabled. See  for more information Using search results.
    • Relate—Creates a relationship between the knowledge article and an Incident that you had been viewing. Appears only when you access the knowledge article by clicking Search Knowledge Base from an Incident, Problem, or Known Error.
    • Email—Opens the Email System page, from which you can send the article in an e-mail message. See Sending a knowledge article by e-mail for more information.
    • Mark as Reviewed—Indicates that you have reviewed the article, and the Last Review Date field becomes populated with the review date.
    • Preview—Displays a preview of the knowledge article.
    • Close—Closes the window. Appears only when you open a knowledge article from the Knowledge Search console, where the article opens in a separate window, and there is no breadcrumb bar to navigate within the console. When you open a knowledge article from the Knowledge Management Console, the Close button does not appear because you can navigate within the console using the breadcrumb bar.

Related topic

Knowledge search guidelines

Revising knowledge articles

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