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.

Setting up and going live

You can set up the application to contain entries about the various people, groups, skills, responsibilities, and geographic locations associated with your organization. You can also configure assignments to automatically assign articles to support groups and roles by using fields as search criteria against the Assignment Configuration form. By configuring visibility groups, you can restrict access to knowledge base content. Consult the following topics to learn about BMC Helix ITSM: Knowledge Managementapplication configurations.


GoalTopic

To view the configuration data after configuring BMC Helix ITSMas a standard configuration

Configuring BMC Helix ITSM applications Open link (BMC Helix ITSMdocumentation).

To configure a company as the first step in standard configuration

Creating and modifying company-specific excluded subjects Open link (BMC Helix ITSMdocumentation).

To create organization in standard configuration

Extending access to additional CI people organization relationships Open link (BMC Helix ITSMdocumentation).

To create locations in standard configuration

Configuring support group assignments Open link (BMC Helix ITSMdocumentation).

To create support groups in standard configuration

Configuring support group assignments Open link (BMC Helix ITSMdocumentation).

To create records for both IT support staff and non-support staff

Updating people information Open link (BMC Helix ITSMdocumentation).

To define the application administrator

Defining an application administrator Open link (BMC Helix ITSMdocumentation).

To convert articles from external file formatsConverting articles from external file formats
To manage knowledge article sources
To configure system settings

Applying system settings Open link (BMC Helix ITSMdocumentation).

To configure submitter mode

Requester console permissions Open link (BMC Helix ITSMdocumentation).

To enable localization

Localizing the server Open link (Action Request Systemdocumentation).

To set tenancy mode

Setting up the Tenancy mode Open link (BMC Helix ITSMdocumentation).

To configure the Notification Engine threads count

Setting ports and RPC numbers Open link (Action Request Systemdocumentation).

To change the time zone

Setting up the time zone Open link (Action Request Systemdocumentation).

Analyzing organizational requirements

Before you begin administration and configuration, you must analyze how to build the knowledge management system. Some questions you might consider are:

  • Who fulfills which user role and to what support groups will the user roles belong to?
  • How and to whom should articles transition within the article workflow?
  • How will search results be displayed?
  • How long are intervals between indexing knowledge sources?

If you are integrating with other applications, some of the services might already be configured.


Setting up the BMC Helix ITSM: Knowledge Managementframework

Before configuring the application, the application administrator must define users, and assign these users the appropriate permissions and functional roles. The application administrator can also associate them with the appropriate support groups, if necessary. BMC Helix ITSM: Knowledge Managementincludes some predefined roles. Additionally, the application administrator must set up permissions for users and groups to ensure that the users can access the appropriate knowledge and metadata. For more information, see Roles and privileges

Setting up approvers allows you to have requests for retiring or cancelling articles approved. For more information, see Configuring approvals.


Configuration prerequisites

You can set up the application to contain entries about the various people, groups, skills, responsibilities, and geographic locations associated with your organization.

Before you begin configuring the application, verify that the following configuration prerequisites are met:

  • You must have Action Request Systemwrite license (either fixed or floating ).
  • You must have a basic knowledge of Action Request Systemadministration tasks. For information about setting the Action Request Systemoptions, see Setting up and going live Open link


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