Phased rollout


This documentation supports the 21.05 version of BMC Helix ITSM: knowledge Management. To view an earlier version, select the version from the Product version menu.

Onboarding and implementing

This section contains activities that you must perform after you install the application and before you configure the application. It also contains information on configuring the foundation, projects, and applications.

Related topic

Installing Open link in the BMC Helix Innovation Suite deployment online documentation

Quick start process overview

To complete the basic level of application configuration, perform the tasks listed in the following table. To perform these tasks, you must have a basic understanding of performing common configuration tasks by using Application Administration Console. For example, you must know how to log in to BMC Helix ITSM: Knowledge ManagementIT Home page and define users in the People form.

TaskWhere to beginFor more information

1. Set up your company or organization

If you have already have already completed this task in BMC Helix ITSM, you can ignore this step, except for creating assignment routing for the application. See Configuring assignments (optional).

From the Application Administration Console, click the Standard Configuration tab.

Configuring Knowledge Management

2. Define the application administrator

From the Application Administration Console, click the Standard Configuration tab. Then, select the Create link for People.Configuring Knowledge Management
3. Define the support staff with appropriate privilegesFrom the Application Administration Console, click the Standard Configuration tab. Then, select the Create link for People.

Roles and privileges

After the quick start process is complete, the application administrator can perform the following tasks:

After the application administrator defines the configuration administrator, the following configuration tasks can be performed by the configuration administrator:

Analyzing organizational requirements

Before you begin administration and configuration, you must analyze how to build the knowledge management system. Some questions you might consider are:

  • Who fulfills which user role and to what support groups will the user roles belong to?
  • How and to whom should articles transition within the article workflow?
  • How will search results be displayed?
  • How long are intervals between indexing knowledge sources?

If you are integrating with other applications, some of the services might already be configured.

Setting up the BMC Helix ITSM: Knowledge Managementframework

Before configuring the application, the application administrator must define users, and assign these users the appropriate permissions and functional roles. The application administrator can also associate them with the appropriate support groups, if necessary. BMC Helix ITSM: Knowledge Managementincludes some predefined roles. Additionally, the application administrator must set up permissions for users and groups to ensure that the users can access the appropriate knowledge and metadata. For more information, see Roles and privileges

Setting up approvers allows you to have requests for retiring or cancelling articles approved. For more information, see Configuring approval mappings.

Configuration prerequisites

You can set up the application to contain entries about the various people, groups, skills, responsibilities, and geographic locations associated with your organization.

Before you begin configuring the application, verify that the following configuration prerequisites are met:

  • You must have Action Request Systemwrite license (either fixed or floating ).
  • You must have a basic knowledge of Action Request Systemadministration tasks. For information about setting the Action Request Systemoptions, see Onboarding and implementing Open link

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