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This documentation supports the 21.3 version of BMC Helix ITSM: Knowledge Management.

To view an earlier version, select the version from the Product version menu.


BMC

BMC Helix ITSM: Knowledge Management 21.3

All versions
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 06 Sep

Learn what’s new or changed for BMC Helix ITSM: Knowledge Management version 21.3, including new features, urgent issues, documentation updates, and fixes or patches.

Tip

To stay informed of changes to this space, place a watch on this page.

Related topics

Known and corrected issues

Support Information

BMC Helix ITSM release notes Open link

DateSummaryReference
September 5,2023

This patch release includes defect fixes for  BMC Helix ITSM.

21.3 patches

June 15, 2023

This patch release includes defect fixes for  BMC Helix ITSM.

21.3 patches

January 23, 2023

This patch release includes defect fixes for  BMC Helix ITSM.

21.3 patches

December 20, 2022

This patch release includes defect fixes for  BMC Helix ITSM.

21.3 patches

December 1, 2022

This patch release includes defect fixes for  BMC Helix ITSM.

21.3 patches

September 2, 2022

This patch release includes defect fixes for  BMC Helix ITSM.

21.3 patches

August 1, 2022

Patch 5 for version 21.3 is available for on-premises customers. The following updates are available in this patch:

  • Rollback deployment
  • Updates to Fluent Bit deployment
  • Enhancements to Support Assistant tool

Action Request System 21.3 patches Open link

May 27, 2022

This patch release includes defect fixes for BMC Helix ITSM and BMC Helix ITSM: Smart IT.

21.3 patches
March 23, 2022

This patch release includes defect fixes for BMC Helix ITSM and BMC Helix ITSM: Smart IT.

21.3 patches
February 8, 2022

This patch release includes defect fixes for BMC Helix ITSM and BMC Helix ITSM: Smart IT.

21.3 patches
January 20, 2022

Patch 2 for version 21.3 is available for BMC Helix subscribers (SaaS). This patch release includes the following update for BMC Helix ITSM:

  • BMC Service Request Management is available only for upgrade scenarios for existing customers

  • Enhance knowledge article management by integrating BMC Helix Knowledge Management by ComAround
21.3 patches
January 5, 2022

This patch release includes updates and defect fixes for BMC Helix ITSM: Smart IT and BMC Helix ITSM.

Patch 2 for version 21.3 is available for on-premises customers. This patch offers support for BMC Helix ITSM Insights and BMC Helix Dashboards deployment.

21.3 patches
November 19, 2021

This patch release includes updates and defect fixes for BMC Helix ITSM: Smart IT and BMC Helix ITSM.

21.3 patches
October 4, 2021

For the BMC Helix ITSM enhancements, see BMC Helix ITSM enhancements Open link .

21.3 enhancements


Getting started

 

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.

Reviewing and improving knowledge articles

 

Learn how you can review and help improve the knowledge articles.

Generating reports

 

Learn how you can use the predefined reports to get various insights about your 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 up BMC Helix ITSM: Knowledge Management for your end users.

Integrating

 

As an administrator, set up BMC Helix ITSM: Knowledge Management to communicate and share data with other applications.

Developing

 

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

Troubleshooting

 

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

Communities

Knowledge Base

Videos

Education


PDFs and videos

or register to view the contents of this page.

Videos

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

YouTube playlist

BMC Helix ITSM Knowledge Management playlist Open link

BMC Helix ITSM playlist Open link

 
Frequently asked questions

Here are some answers to the most frequently asked questions about BMC Helix ITSM: Knowledge Management:

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 Service
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

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.

 
Related spaces


AR System, BMC Helix CMDB, and BMC Helix ITSM documentation

BMC BMC Helix ITSM

23.322.121.321.0521.02

 
BMC BMC Helix ITSM: Service Desk

23.322.121.321.0521.02

 
BMC BMC Service Request Management

23.322.121.321.0521.0220.0820.0219.1119.0819.0218.0818.058.1

 
BMC BMC Service Level Management

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BMC Action Request System

22.121.321.0521.02

 
BMC BMC Digital Workplace Basic

20.0820.0219.1119.0819.0218.1118.0818.0518.02

 

 

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Last modified by Vignesh Kannan on Nov 21, 2022
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