Using knowledge search to resolve requests
If you have installed BMC Knowledge Management along with BMC Service Request Management, you can search the knowledge base for documented resolutions for requests that are assigned to you.
You can view only published knowledge articles. You can view only published knowledge articles. Additionally, knowledge articles in which the Internal Use field has been set to Yes do not appear in search results, unless you have a knowledge role, and you belong to the same group as the knowledge article.
To search the knowledge base for request resolutions
From a browser, open the Request Entry console.
- Enter a keyword (for example, Printer or Pr%) in the Search field, and click the Search icon.
The search results list articles and requests that match your criteria. Long lists are paginated. Click More to view the expanded search view. The pagination drop-down menu displays the range of articles, and you can select the range that you want to view.
- Click the title of the knowledge article that you want to view.
Optionally, you can submit feedback on the article to indicate whether the information was helpful. You can also rate the article and enter additional feedback in the Comments field.