This documentation supports the 9.1 version of Knowledge Management.

To view the latest version, select the version from the Product version menu.

9.1.01: Service Pack 1

This table provides information about fixes and updates in this service pack, and provides instructions for downloading and installing the service pack.

Updates in Service Pack 1

This version includes the following enhancements:

  • Out-of-the-box Knowledge-Centered Support (KCS) escalations now include the following enhancements:
    • A single escalation, RKM:KCS:RadarData_Compute, runs daily to compute the data for all metrics required for the KCS reports.
    • To prevent needless computation of data when Smart IT is not installed, the RKM:KCS:RadarData_Compute escalation shipped with BMC Knowledge Management 9.1.01 is offline out of the box. It can be enabled by installing Smart IT 1.5 or enabled manually when required.
    • RKM:KCS:RadarData_Compute escalation computes data from the last successful run date, instead of just previous 24 hours. So, if the escalation does not run on a particular day because of outage, data for that day is not lost.
    For more information, see KCS forms and escalations in version 9.1.01.
  • When the KCS Coach of a KCS knowledge author changes, the new KCS Coach can create and view the assessment results for the KCS knowledge author, using the KCS : AQI Results for Articles report. The new KCS Coach can also view the results of old assessments conducted by the previous KCS Coach, using the same report. The previous KCS Coaches continue to view the results of assessments they conducted, but cannot view the results of assessments conducted by the new KCS Coach. For more information, see KCS forms and escalations in version 9.1.01.
    Additionally, a BMC Remedy AR System administrator or an unrestricted user having any KCS permission can view results of assessments conducted by KCS Coaches for any Company.

For information about other enhancements in BMC Remedy ITSM Suite, see 9.1.01: Service Pack 1 in BMC Remedy ITSM Suite online documentation.

Known and corrected issues

For a list of known issues and issues corrected in this service pack, see:

  • Known and corrected issues
  • Application installation and upgrade known and corrected issues in BMC Remedy IT Service Management Deployment documentation.
Downloading the service pack For download instructions, see Downloading the installation files in BMC Remedy IT Service Management Deployment documentation.
Installing the service pack

If you are installing the product for the first time, see  Installing BMC Remedy ITSM in BMC Remedy IT Service Management Deployment documentation.

If you are installing this service pack as an upgrade, see  Upgrading BMC Remedy ITSM in BMC Remedy IT Service Management Deployment documentation.

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