BMC Helix ITSM: Knowledge Management 21.3

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 29 Jan 2024

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.

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Known-and-corrected-issues

Support-InformationBMC Helix ITSM release notes

Date	Summary	Reference
January 29, 2024	Patch 11 for version 21.3 is available for SaaS subscribers. This patch release includes defect fixes for BMC Helix ITSM and BMC Helix ITSM: Smart IT.	21.3 patches
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
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.	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. See more	Reviewing and improving knowledge articles Learn how you can review and help improve the knowledge articles. See more	Generating reports Learn how you can use the predefined reports to get various insights about your knowledge articles. See more
Planning As an administrator, plan to give required access and permissions to your end users. See more	Administering As an administrator, perform a standard configuration, manage knowledge sources, and configure approvals. See more	Onboarding and implementing As an administrator, set up BMC Helix ITSM: Knowledge Management for your end users. See more
Integrating As an administrator, set up BMC Helix ITSM: Knowledge Management to communicate and share data with other applications. See more	Developing As a developer, understand the development options for BMC Helix ITSM: Knowledge Management. See more	Troubleshooting Resolve common issues or errors, review logs, or contact Support. See more

Communities	Knowledge Base	Videos	Education

PDFs and videos

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Videos

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

Converting articles from external file formats
- Copy of Using this documentation

YouTube playlist

BMC Helix ITSM Knowledge Management playlistBMC Helix ITSM 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 title	Where you can find the information now
KCS support in BMC Knowledge Management	Overview-of-the-Knowledge-Centered-Service
Adding and deleting attachments	Formatting-knowledge-article-text
Creating a decision tree	Creating-a-decision-tree
Working with the KCS template	Knowledge-article-templates
Knowledge article functional areas	Knowledge-Management-overview
Managing knowledge article visibility	How-knowledge-articles-are-found
Creating a knowledge article	Creating-and-publishing-knowledge-articles
What is BMC Knowledge Management	Knowledge-Management-overview
Reviewing a knowledge article	Reviewing-a-knowledge-article
Approval workflow	Managing-approval-requests
Using	Creating-and-publishing-knowledge-articles Improving-the-findability-of-knowledge-articles Reviewing-and-improving-knowledge-articles
Configuring approvals	Configuring-approvals
Status transition workflows	Changing-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 exports of multiple pages in a space.

Creating PDF 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

Click the Export icon in the upper-right.
From the Export menu, select PDF.
Follow the prompts for page selection and other options.
Click Export.

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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