This documentation supports the 23.3 version of BMC Helix ITSM: Knowledge Management, which is available only to BMC Helix customers (SaaS).

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


BMC Helix ITSM: Knowledge Management 23.3

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 14 Mar

Learn what’s new or changed for BMC Helix ITSM: Knowledge Management version 23.3, including new features, urgent issues, documentation updates, and fixes or patches.


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

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Known and corrected issues

Support Information

BMC Helix ITSM release notes Open link

March 22, 2024
March 8, 2024
December 8, 2023

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 predefined Knowledge Management reports with BIRT


Learn how you can use the predefined reports to get various insights about your knowledge articles.



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



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

Setting up and going live


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



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



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



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


Knowledge Base



PDFs and videos


Get a list of all the videos and a PDF version of the BMC Helix ITSM: Knowledge Management documentation.



Find answers to the most frequently asked questions about BMC Helix ITSM: Knowledge Management.

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See the documentation of products related to BMC Helix ITSM: Knowledge Management.

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