Functional areas of the Knowledge Management Console

Header (top of page)

The navigation icons and the Home icon at the top left allow you to move back and forth between knowledge articles that you open. The icons also let you to go back to the Knowledge Management console page in a single click.

Global Search. Enter a word or words to search the entire knowledge base.

Show

Select the articles you want to display in the articles table. Available options are:

• All — Displays all the articles.
• Submitted By Me — Displays articles you submitted.
• Assigned To Me — Displays articles that are assigned to you and owned by you.
• Assigned To My Selected Groups — Displays articles that are assigned to the support groups you select in the dialog box that opens.
• Assigned To All My Groups — Displays articles that are assigned to all the support groups in which you are a member.
• Watch List — Displays articles that you added to your watch list.

Filter By

Filters the displayed articles as you specified in the Show field according to the selected filter. You can use predefined filters, under Defined Searches, or you can create your own custom filters by clicking the icon.

• By Status — Select the status of articles for display. See   Status transition workflows  for more information.
• By Update Request — Select the articles for display by update requests with Not Published or Published status.

Enables you to define, edit, save, and delete custom filters. See Managing custom searches for more information.

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

Counts section

Displays the number of articles relevant to you, based on the metrics calculation of the Show and Filter By filters. Each count contains a link. You can click each link to display the articles for that count in the Knowledge table. The available counts are:

• In Progress — All articles that are In Progress status, for which you are the owner or assignee.
• Update Requests — All Not Published and Published articles with new or In Progress update requests that are pending for you.
• In Review — All articles that have any of the review statuses.

Functions

Use the links in this area to perform the following actions:

• New Article — Select the appropriate template to create an article. See  Creating a knowledge article for more information. This functionality is identical to using the Create button.
• Search Knowledge — Opens the Search page, from which you can search the knowledge base for articles.
• Watch List Rules — Opens the Watch List Rules page. See Using watch lists.
• My Profile — Opens your personal profile record for setting your profile. See Modifying your profile for more information.

Application

Click to expand or collapse the list of BMC Remedy ITSM applications you have permissions to use. Click the links to navigate to other BMC Remedy ITSM application.

View Broadcast , or New Broadcast

Click this link to open the broadcast dialog box, from where you can view, create, modify, and delete broadcasts. When there are unread broadcast messages, this area displays the icon followed by the number of new messages. For more information on broadcasting messages, see Managing broadcasts.

Knowledge table panel

View

Opens the selected article.

Create

Opens the Create Knowledge page, where you create an article. This functionality is identical to using the New Article link. For more information, see  IT Home page.

Enabled only for In Progress articles and for articles with no life.

The Delete Article functionality is disabled for external articles to ensure that articles in Published status are not deleted.

Preferences

Enables you to customize the Knowledge table view.

Quick Actions

Enables you to perform an action on one or multiple selected articles, as follows:

• Assign to group member — Reassigns the selected article to another member of the group.
• Assign to me — Reassigns the selected article to yourself.

Add to Watch List

Adds the selected article to your Watch List, for monitoring. When you are viewing the Watch List, the Company and View By fields are disabled.

Knowledge table

Lists articles based on your selection on the Show and Filter By fields. Click an article to open it. This table contains the following columns, by default:

• Article ID — ID number of an article, which is automatically generated during the article creation.
• Title--Title of the article.
• Source Name — Name of the template used for the article.
• Status — Current status of the article.
• Assignee — Current assignee to the article.
• Modified Date — Last date on which the article was modified.

• Update Requests — Denotes whether at least one update request has been created or submitted for the article.

  Note

  To customize the view, click Preferences.

Article Details and Update Requests

Article Details

Displays the following detailed information about the currently selected article:

• Author — Name of the article author.
• Create Date — Date of article creation.
• Assigned Group — Name of the group to which the current assignee belongs.
• Keywords — Keywords that are defined for the article.
• Source Name — Name of the source template that the article uses.
• Article Version — Current version of the article.

Update Requests table

Displays the update requests associated with the selected article. This table contains the following columns, by default:

• Type — Type of work required by the assignee.
• Summary — Brief description of the update request.
• Status — Current status of the update request.
• Submitter — Name of the user issuing the update request.
• Article Version — Version of the article for which the update request is being created.
  
  You can perform the following tasks:
• Click Create to create an update request. See Managing update requests for more information.
• Select an item in the Update Requests table and click View or double-click the selected item.

Allen Allbrook, a service desk analyst with Calbro Systems, is performing his daily routine. This includes checking for knowledge articles assigned to him, monitoring other articles on which he has provided feedback, and looking for additional input and approvals.

As a support user, Allen can accomplish the majority of his tasks through the Knowledge Management Console. He can perform the following actions:

• Search for articles that are assigned to him
• Organize the articles assigned to him, by a specific company, by a group to which he belongs, or by status, article ID, review dates, and so on
• View article details in the Article Details list below the Knowledge table
• View update requests associated with an article in the Update Request table
• Open an article or update request by double-clicking the item, to perform any actions on the item itself
• Perform actions that are enabled according to his permissions (for example, edit, update, relate, promote through the process, and approve)
• Perform some common actions, known as quick actions, on any of the articles and update requests
• Create new articles
• Add any article to a Watch List to monitor that article
• Sort articles that are awaiting for his review
• See information, such as counts, similar what other BMC Remedy IT Service Management consoles display

As a lead, Allen can use the Knowledge Management Console to manage workload activity. He can search on what articles are assigned to a specific group or individual to try to balance the activity, so that work is accomplished in a timely manner. He can reassign an article to a different member on his team.