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.

User goals and features

Using BMC Helix ITSM: Knowledge Management provides several features:

Single and centralized platform

Knowledge that can be captured and structured for reuse is a key asset of support organizations and departments. BMC Helix ITSM: Knowledge Managementprovides a single, centralized, self-service knowledge base for creating, organizing, categorizing, using, updating, and managing structured, consolidated knowledge. 

Access control

Different user roles provide different levels of authority in the system. Knowledge accessibility, page elements, and tasks are restricted according to user permissions. 

Different template for different articles

Knowledge is stored in units known as knowledge articles (articles). Each article captures an issue and, using the appropriate predefined template, documents the experience of solving a problem, providing referential information, describing a process, or answering a question. 

Improvements to an article

Once captured, article content can evolve and be improved over time, based on user demand and usage. An article's maintenance might continue indefinitely as the knowledge evolves. Users can submit feedback that might include suggestions for updating or improving the article, rate its content, and indicate whether or not the article was useful. Content that becomes irrelevant, misleading, inaccurate, or inappropriate can be revised, or the entire article can be retired and made inaccessible to users.

Update notification

Users can track changes made to articles even when they are not involved in the workflow by selecting specific articles or by defining rules (watch list). When these articles are changed, a notification is sent. 

Relating an article with another article

Articles can be associated to one another when their content is related. Thus it is possible, for example, to add a link from an article that contains information about resolving an issue to another article that contains referential information.

Email support for sharing knowledge article

The Email System enables Support staff to send a link to a knowledge article via email to a user who requires help with an issue or for information purposes. In addition, view the email messages that have been sent in the Email log. When you select the Email Log tab, the Email Information pane remains visible.

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