Functional areas of the Knowledge Management Console
The following figure illustrates the functional areas of the Knowledge Management Console.Knowledge Management Console and its functional areas.
Click the image below to expand it.
The following table presents the functional areas of the Knowledge Management Console and describes what you can do in each area. Knowledge Management Console functional areas.
- Data is automatically refreshed each time you make a different selection of one or more articles.
- Knowledge Management Console displays only the knowledge articles for which the logged in user is Assignee or Owner, however, the Overview Console displays all the actionable knowledge articles for that user.
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.
Select the articles you want to display in the articles table. Available options are:
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 theicon.
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.
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:
Use the links in this area to perform the following actions:
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 Managing broadcasts.icon followed by the number of new messages. For more information on broadcasting messages, see
Knowledge table panel
Opens the selected article.
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.
Enables you to customize the Knowledge table view.
Enables you to perform an action on one or multiple selected articles, as follows:
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.
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 Details and Update Requests
Displays the following detailed information about the currently selected article:
Update Requests table
Displays the update requests associated with the selected article. This table contains the following columns, by default:
Recommended practice examples
This section contains common use cases for working with the Knowledge Management Console.
Task and action
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:
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.