This documentation supports the 23.3 version of BMC Helix ITSM: Knowledge Management.

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

FAQ

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 ManagementKnowledge-Centered Service overview
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
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.

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