Recommendations for registering knowledge sources
We recommend the following best practices for registering knowledge sources.
BMC Knowledge Management provides the following types of sources:
Use lifecycle management when you want articles to go through an approval process. The approval process ensures that only articles in Publish status can be found on searches.
Relevancy fields are indexed automatically and are displayed in the Article Details tab as part of the article metadata. Relevancy fields cause articles to appear higher in the search results if the searched words appeared in the relevancy fields.
BMC Knowledge Management uses source name in several places (Search and Create dialog boxes, Manage knowledge Sources console, and in the Article Details tab).
Use a name that is meaningful and that represents the source correctly. Because the source name is used in filtering searches and for creating new articles, it should give users a notion of what the source is about.
We recommend that you write a description to your sources when creating a new source. This lets you know what the source represents. The source description helps distinguish between sources with similar names.
The description is shown in the Create Article dialog box and helps users select the appropriate source when creating a new article.
Owner and owner group
Owner and owner group must be assigned to users with Knowledge User or Knowledge Admin roles, belong to the support organization, and be a member of at least one support group.
The owner is the assignee and owner of the entire source article. We recommend choosing an owner that has a Knowledge Admin role. The Knowledge Admin role has broader privileges such as report generation, and managing sources via the Knowledge Management Console.
We recommend choosing the source language from the language selection field if you are working in a multi-lingual environment and all of your source articles are in one language.
We recommend that you leave the language field blank if:
The Indexing Interval field applies only to Knowledge Base sources and Searchable sources when their AR form is a Join, Vendor, or View type. File System Path sources also have an indexing interval that is set in the configuration form.
The Indexing Interval field sets how often Full Text Search checks the knowledge source for changes, and then indexes them. This process consumes resources from the server.
Several factors influence the resource consumption:
Choosing the right fields to index improves the accuracy of your search results and the performance of the search process. We recommend that you index content fields that contain important data of the article, as well as fields that users are most likely to search by. Typical examples of indexed content fields include fields that represent the ID, Title, Subtitle, Subject, Summary, Notes, Environment, Platform, Keywords, and Date of the article.
In addition, we recommend to index the Keywords, Title, and Environment fields because articles in which the searched words appeared in any of these fields get higher rating in the search result list.
Tip: If you marked the Title, Article ID, and Keywords fields as relevancy fields, the fields are automatically indexed and there is no need to select them for indexing again.
You can index the following field types: Character, Diary, and Table. All other field types cannot be indexed. When you choose Table field as a content field, you are actually indexing the fields of the form that the table is referencing.
If you need to index data from more than one form, perform one of the following options:
For example, you may want to search Incidents by associated Work Info, so that your search results will bring not just the relevant Work Info but also any matched Incident. To do that, index the HPD:Help Desk (Incident) form and select the Work Details table as a content field. The registration wizard treats the table as a content field and indexes all valid columns. When you perform a search, the search result will bring up incidents in which the Work Info content (and other content fields if selected) matches the search word. The registration wizard does not show fields that were marked for Full Text Search indexing by BMC Remedy Developer Studio. To keep these fields indexed, select the fields again as content fields.
Accessibility defines the permissions to the knowledge source. For example, who can see and use the source in the search dialog and source management console.
There are two levels of permissions company permissions and form permissions.
Several factors determine the time of the registration process.
Registering File System Path source that exists on remote computers
To enable access to the files, make sure that the AR server has been started with a special domain user. This user must have read permissions for the file system folder that contains the knowledge articles.
On Windows, to start the BMC Remedy AR System service with a special domain user:
Note: Registered external files are indexed at regular intervals that you can specify. For more information, see Configuring system settings.
You can select either fixed values for categorization, or dynamic values that will be taken from the AR form and which require that you map existing fields to the fields on the AR form.