Phased rollout

 

This version of the software is currently available only to early adopter SaaS customers as the first step in our phased rollout. Click here to view an earlier version.


BMC

BMC Helix ITSM: Knowledge Management 21.02

BMC Helix ITSM: Knowledge Management is a framework for creating, publishing, reviewing, and searching IT knowledge articles. It provides service desk analysts with a knowledge base of easy-to-find solutions and give users self-service search options to help them resolve issues on their own.

Release notes and notices
updated 17 Mar

Learn what’s new or changed forBMC Helix ITSM: Knowledge Managementversion 21.02, including new features, urgent issues, documentation updates, and fixes or patches.

Important

This section only includes information about changes since the most recent release ofBMC Helix ITSM: Knowledge Management. If you are upgrading from a previous release, review the release notes for all applicable versions of the product. For example, if you are upgrading from version 9.0, review the release notes for versions 9.1, 18.05, 18.08, 19.02, 19.08, 19.11, 20.02 and 20.08.


Tip

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Related topics

Known and corrected issues

Support Information

BMC Helix ITSM release notes

DateTitleSummary
March 17, 202121.02 enhancements

Creating and publishing knowledge articles

 

As an end user, use the BMC Helix ITSM: Knowledge Management Console to create and publish knowledge articles.

Improving the findability of knowledge articles

 

As an end user, use the BMC Helix ITSM: Knowledge Management Console to improve findability of knowledge articles.

Planning

 

As an administrator, plan to give required access and permissions to your end users.

Administering

 

As an administrator, perform a standard configuration, manage knowledge sources, and configure approvals.

Onboarding and implementing

 

As an administrator, set upBMC Helix ITSM: Knowledge Management for your end users.

Integrating

 

As an administrator, set upBMC Helix ITSM: Knowledge Managementto communicate and share data with other applications.

Developing

 

As a developer, understand the development options forBMC Helix ITSM: Knowledge Management.

Troubleshooting

 

Resolve common issues or errors, review logs, or contact Support.

Communities

Communities

Knowledge Base

Knowledge Base

Videos

Videos

Education

BMC Training and Certification


PDFs and videos

Videos

The following topic contains video that supplement or replace the text-based documentation:

YouTube playlist

Knowledge Management video playlist

 

Frequently asked questions

Here are some answers to the most frequently asked questions about BMC Helix ITSM: Knowledge Management:
 Why am I not able to find some of the older topics of this product?

We have completely restructured the BMC Helix ITSM documentation spaces. Some of the older topics have been renamed or merged into other topics. Here is a list of 10 most popular topics in the earlier versions of Knowledge Management and where you can find them in the restructured documentation space.

Older topic titleWhere you can find the information now
KCS support in BMC Knowledge ManagementOverview of the Knowledge-Centered Support
Adding and deleting attachmentsFormatting knowledge article text
Creating a decision treeCreating a decision tree
Working with the KCS template

Knowledge article templates

Knowledge article functional areasKnowledge Management overview
Managing knowledge article visibilityHow knowledge articles are found
Creating a knowledge articleCreating and publishing knowledge articles
What is BMC Knowledge ManagementKnowledge Management overview
Reviewing a knowledge articleReviewing a knowledge article
Approval workflowManaging approval requests
Using

Creating and publishing knowledge articles
Improving the findability of knowledge articles
Reviewing and improving knowledge articles

Configuring approvalsConfiguring approvals
Status transition workflowsChanging the status of a knowledge article
 I’d like a PDF of just selected information. How can I do that?

The BMC Documentation portal gives you the ability to generate PDF and Microsoft Word documents of single pages, and to create PDF exports of multiple pages in a space.  

Creating PDF and Word exports

You can create a PDF of a page or a set of pages. (Non-English page exports are not supported.) You can also create a Word document of the current page.

To export to PDF or Word

  1. From the Tools menu in the upper-right, select a format:
    • Export to Word to export the current page to Word format
    • Export to PDF to export the current page or a set of pages to PDF
  2. If exporting to PDF, select what you want to export:
    • Only this page to export the current page
    • This page and its children to export a set of pages
    For example, selecting This page and its children from the home page exports the entire space to PDF.


 

Depending on the number of topics included in the export, it might take several minutes to create the PDF. Once the export is complete, you can download the PDF.

 

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