Configuring application settings
Perform the following procedure to configure general settings.
To configure application settings
- From the Application Administration Console, click the Custom Configuration tab.
- From the Application Settings list, choose Knowledge Management > Knowledge Management Configuration > Application Configuration, and then click Open.
- Enter the company you are configuring in the Company field, and click Search.
The Application Configuration page displays configuration settings if any exist, or notifies you that you must begin to enter configuration settings.
- Proceed to enter configuration settings as provided in the following table.
General application settings
|Company||Name of the company for which you are configuring settings.|
|Words Around Hits||Configuration for displaying search results.|
|Boost Use Relevancy||Configuration for increasing relevance when users click Use on an article.|
For more information, see Boosting document relevance.
Starting with BMC Knowledge Management version 9.1.00, the default values of Boost Use Relevancy and Boost View Relevancy fields are updated. The new values are as follows:
In the earlier versions, the default boost values increased the relevancy of an article if the article was viewed or used more. As a result, the search results could return articles that were not so relevant to the search term. For example, if an irrelevant article was viewed more number of times, its search relevancy was higher than an article that had more relevant content, but had less view count. Because of this, relevant articles could be listed lower in the search results.
In version 9.1.00, the default boost values are lowered so that their impact is restrained, thus improving the search relevancy. More relevant articles are listed higher up in the search results.
For new installations, the default values are applicable for the configuration record of Global company and any new configuration record that you create for a company.
However, if you are upgrading from a previous version of BMC Knowledge Management, you must manually update the SearchBoostValue value of any articles that are viewed or used atleast once.
To update the SearchBoostValue for existing articles, perform the following one-time steps:
If you use the new default boost values, the ordering of the search results for same data and same search string will be different from the order before upgrading to version 9.1.00. The new search results will be more relevant.
Recommendation: BMC recommends that you use the default boost values to get improved search result relevancy.
|Boost View Relevancy||Configuration for increasing relevance when users click View on an article.|
|Knowledge Article section|
|View Related Article|
Defines which article version is displayed when you are viewing a related article.
Note: This setting does not apply to relationships with knowledge articles from other records within the BMC Remedy ITSM Suite, such as Incidents, Problems, and Change Requests.
Note: If you do not set a value, this parameter automatically uses the value that is configured for the Global company. If the Global company also does not have a value configured, the parameter value is set to Related Version.
|Knowledge Assignment Method||Defines the method that the Assignment Engine selects an assignee from a support group.|
For more information, see Auto-assignment methods.
Note: If you do not set a value, this parameter automatically uses the value that is configured for the Global company. If the Global company also does not have a value configured, the parameter value is set to Knowledge Assignment by Round Robin.
|Notifications||Enables or disables notification definitions of all types that are defined per user in BMC Remedy AR System.|
For more information, see Creating notifications.
Note: If you do not set a value, this parameter automatically uses the value that is configured for the Global company. If the Global company also does not have a value configured, the parameter value is set to Disable.
|Weighting Factor for Each Error|
Defines a company's overall error weighting factor, which is used to calculate the overall Article Quality Index (AQI) score of a KCS user.
Numerical value; the default is 1.00. The minimum permissible value is 0.01
Enables or disables mandatory feedback when you view a knowledge article in the BMC Service Request Management Console.
Yes check box
Allow Knowledge Submitter to edit article till Draft status
Enable modify permissions for users with the functional role of Knowledge Submitter to edit knowledge articles until they are in Draft status.
By default, this configuration is disabled.
Enforce Article review status
Mandate the selected review stage if the Allow Knowledge Submitter to edit article till Draft status option is enabled.
Not applicable if the Allow Knowledge Submitter to edit article till Draft status option is disabled.
|History Recording section|
|Record Article View||Enables or disables the recording of the knowledge article's viewing history.||Not applicable|
|Search History Level||Defines the volume of search requests that are recorded as search history, to enable you to control the amount of history items in your database.|
Note: If you do not set a value, this parameter automatically uses the value that is configured for the Global company. If the Global company also does not have a value configured, the parameter value is set to None.
|Search History Retention||Not applicable|
|Article History Retention||Defines the number of days that information about changes made to an article is saved.||Not applicable|