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.

Improving findability through categorization

BMC Helix ITSM: Knowledge Management allows define up to three hierarchical levels of operational and product categories (available values depend on the value selected for the previous tier), and the Organization, Department, Product Name, Model/Version, and Manufacturer information, in a knowledge article.

This metadata is used to identify the intended audience and purpose of the knowledge article, which is important for increasing the relevance of a knowledge search.

To specify the three tiers of operations and product categories in a knowledge article

  1. Click the Details tab, and click the Categorization sub-tab.
  2. Add or modify the field values. Available values depend on the value that you select for the previous tier.
  3. Click Save.

To add resolution categories to a knowledge article

  1. Click the Details tab, and click the Resolution Categorization sub-tab.
  2. Add or modify the field values. Available values depend on the value that you select for the previous tier.
  3. Click Save.
    You must have the Knowledge Admin, Knowledge User, or Knowledge Submitter permission to edit the fields on the Resolution Categorization tab of a knowledge article.

Limitations for the Resolution Categorization tab values

The following limitations govern the ability to add Resolution Categorization tab values to knowledge articles:

  • You can add resolution categories only for knowledge articles that are in In Progress state, Draft state, or any of the Review states.

    Knowledge articles that belong to an External File System type of knowledge source appear in the Published state as soon as they are imported via the Registration Wizard. Therefore, you cannot add resolution categories to such articles.

  • You cannot create watch list rules to monitor knowledge articles based on the field values on the Resolution Categorization tab
  • You cannot pre-configure resolutions categories while registering Action Request System forms, and External File Systems as new knowledge sources.
  • Resolution categories are not supported as a filtering option when you click More Filters on the BMC Helix ITSM: Knowledge Management Console.
  • Resolution categories are not supported as search parameters in Advanced Search.
  • If you open an incident in Search mode before creating a Resolved by relationship with a knowledge article, resolution categories are not immediately visible after being copied to the incident. You must reload the record in order to see the new values in the Categorization tab.

To create additional categories

  1. Open the knowledge article for which you want to create additional categories.
  2. In the Navigation pane, click Functions > Additional Categories.
  3. Select the value of the required category field, and click the Add XYZ button to save it. For example, to add an additional organization, select the name of the organization from the drop-down menu, and click Add Organization. The newly added organization will appear in the list next to the Organization field.
  4. Repeat step 3 for each new category value that you want to add.
  5. Click Close.

To delete additional categories

  1. Open the knowledge article whose additional category you want to delete.
  2. In the Navigation pane, click Functions > Additional Categories.
  3. Select the category value that you want to delete, and click the Delete XYZ button. For example, to delete an additional organization, select the desired organization from the list, and click Delete Organization. The selected organization will be removed from the list next to the Organization field.
  4. Repeat step 3 for each category value that you want to delete.
  5. Click Close.
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