This documentation supports the 9.1 version of Knowledge Management.

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KCS forms and escalations

BMC Knowledge Management provides support for Knowledge-Centered Support (KCS) functions that are performed from BMC Remedy with Smart IT (Smart IT) and BMC Remedy Smart Reporting. To provide KCS support, several new back-end forms and escalations have been added, and some existing forms have been modified.

This topic provides the following information:

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New forms in BMC Knowledge Management for KCS support

The back-end forms added to BMC Knowledge Management contain transactional or computational data. This data serves as input to Smart IT for performing KCS functions and to BMC Remedy Smart Reporting for viewing KCS reports. These forms are not visible from the BMC Knowledge Management application.

The following table lists the new KCS forms:

Form nameDescription
Transactional or data forms
RKM:KCS:PAQ_Answers

Contains the answers for performance assessment questions from the Article Quality Index (AQI) assessment. A KCS Coach performs AQI assessment of articles to monitor and measure performance of knowledge authors.

This form is used to compute the overall score for AQI assessment.

RKM:KCS:ArticleStatusHistory

Contains data about the time an article is in each status. When article status or assignment changes, a record is created in this form.

This form is used by BMC Remedy Smart Reporting to create a KCS report.

RKM:KCS:ArticleViewHistory

Contains data for identifying which article from the search result is already read by a user in the current session.

In Smart IT, after a user views an article from the search result, the color of the link changes to indicate that the user has already read the article.

RKM:KCS:TemplateContains data for KCS articles created from the KCS template. This new article template form for the KCS template works like all other article template forms.
Report data forms for creating KCS reports in BMC Remedy Smart Reporting
RKM:KCS:PAQ_AQI
_DailySummaryByAuthor

Contains AQI assessment data per user per day, for each question answered during an AQI assessment. A KCS Coach performs AQI assessment of articles to monitor and measure performance of knowledge authors. The data in this form is created or updated daily when escalations run.

RKM:KCS:PAQ_AQI
_DailySummaryByAuthorAndQuestion

Contains AQI assessment data per user per day. A KCS Coach performs AQI assessment of articles to monitor and measure performance of knowledge authors. The data in this form is created or updated daily when escalations run.

RKM:KCS:ParticipationRates

Contains participation rate data per user per day. Participation rate is the proportion of incidents that a user closes by using knowledge articles, compared to the total number of incidents that the user closes. The data in this form is created or updated daily when escalations run.

RKM:KCS:UserCitation

Contains citation count data, which is the number of times knowledge articles created by each knowledge author are attached to incident tickets. The data in this form is created or updated daily when escalations run.

RKM:KCS:RadarChart

Contains final radar chart metrics, which are computed by using the citation count, participation rate, average number of incidents handled, and AQI data. The form contains one record per user per month. The data in this form is created or updated daily when escalations run.

RKM:KCS:EscalationTrigger

A computational form that computes radar chart metrics. All computations are done on this form, and the final data is pushed to RKM:KCS:RadarChart form. This form contains one out-of-the-box entry with 'Article_Keywords' = "System" AND 'Status' = "Enabled", which is used by escalations.

Important: Do not modify or delete the out-of-the-box entry in this form. Modifying or deleting the entry will result in errors in running associated escalations.

Configuration or template forms
RKM:KCS:PAQ_QuestionSet

Contains AQI question set data for performing AQI assessments. This form defines the company or support organization level to which a particular question set is applicable.

A KCS Coach creates a question set from the Smart IT interface.

RKM:KCS:PAQ_Questions

Contains the AQI questions and other data  such as desirable answers, weighting value for undesirable answers, and so on.

While some out-of-the-box questions are provided, a KCS Coach can add or update questions from the Smart IT interface.

RKM:KCS:PAQ_QuestionsLocalizedText

Contains localized descriptions and other data for AQI questions. This form contains one record for each locale per AQI question.

RKM:KCS:PAQ_QuestionSetMapping

Contains data about the mapping between an AQI question set and its questions.

RKM:KCS:CoachCoacheeRelationship

Contains data about the relationships between a KCS Coach and the knowledge authors whom the KCS Coach coaches.

RKM:KCS:RadarGoals

Contains a predefined goal value for each metric in the radar chart report, for each company.

Only a KCS Coach can update and further define the goal values for each support company or organization by accessing this form from BMC Remedy Mid Tier.

Data management forms
RKM:LoadKCSTemplateEnables creation of knowledge article from KCS template using the Data Management tool.
RKM:LoadKCSTemplate_Join
Join forms and other miscellaneous forms

RKM:KCS:KAM_KAMExtension_Join

Contains combined data from the Knowledge Article Manager and its extension forms. The data serves as an input to Smart IT.

HPD:HelpDesk_HPDAssociations
_OuterJoin

Contains combined data from HelpDesk and HPDAssociations forms. The data serves as an input to Smart IT.

RKM:KCS:PAQ_QSetMapping
_Question_join

Contains combined data of an AQI question set and AQI questions.

RKM:KCS:PAQ_QSetMapping_Question
_LocalizedText_join

Contains combined data of an AQI questions set, AQI questions, and AQI localized question data.

RKM:KCS:KAM
_CoachCoacheeRelationship_Join

Contains combined data of a KCS Coach, knowledge authors whom the KCS Coach coaches, and additional data that serves as an input to Smart IT.


RKM:KCS:CoachCoachee
_PPL_SGA_SG_PermGrp_Join

RKM:KCS:CoachCoachee_PPL
_SGA_SG_PermGrp_PPL_Join_PPL_Join
RKM:KCS:Template_Manageable_JoinSupports creation of knowledge articles from the KCS template using the Data Management tool.

New escalations for KCS support

KCS forms contain different escalations that use KCS data to generate metrics for KCS reports. All escalations run daily after midnight. The escalations use the data for previous 24 hours to compute different metrics. For example, if an escalation runs at midnight on December 01, 2015, it uses the data for the previous 24 hours; that is, from midnight on November 30 2015 to 11:59 p.m. on November 30 2015.

The following table describes the new escalations:

Escalation nameMetric nameDefault time when the escalations run

RKM:KCS:UserCitation_Compute

Citation Count12:15 a.m.

RKM:KCS:ParticipationRate_Compute

Participation Rate12:30 a.m.

RKM:KCS:AQI_Compute

Article Quality Index12:45 a.m.

RKM:KCS:RadarData_Compute

Note: This escalation uses data that is computed by other escalations. It runs after all other escalations have finished running.

Radar Chart02:00 a.m

Important

You can change the time at which the escalations run. However, if you do so, ensure that you keep an interval of 1 to 2 hours between all other escalations and the RKM:KCS:RadarData_Compute escalation. TheRKM:KCS:RadarData_Compute escalation must always run after all other escalations have finished running.

Existing forms updated for KCS

The following table lists forms that have been updated for KCS support, important new fields that have been added to the forms, and corresponding permissions:

Form nameNew fieldsField-level permissions for new fieldsForm-level permissions
Transactional or data forms
RKM:ArticleHistory
  • Changed By Support Company (302308991)

  • Changed By Support Org (302309001)

  • Changed By Support Grp (302309011)

  • Changed By Department (302309021)

Public: ChangePublic: Hidden
RKM:KAMExtension
  • CreatedFromINC (302308691)
  • Use_Counter (302311190)
  • Public: View
  • KCS Candidate, KCS Contributor, KCS Publisher, KCS Coach: Change
  • Knowledge Admin, Knowledge Submitter, Knowledge User, Knowledge Viewer: Change
Public: Hidden
RKM:UpdateRequests
  • PPL_Company (302309151)
  • Organization (1000000010)
  • Department (200000006)
  • SupportCompany (302300585)
  • SupportOrganization (302300586)
  • SupportGroup (302300512)
  • ContributorName (302300513)
  • ArticleAssigneeLoginID (302308831)
  • Article_UnflagTime (302308961)
  • ArticleAssignee_Company (302308861)
  • ArticleAssignee_Group (302308851)
  • ArticleAssignee_Name (302308841)
  • ArticleAssignee_Department (302308951)
  • BusinessResponseTime(Sec (302308881)
  • BusinessTimeWarningMessage (302308891)
Public: ChangePublic: Hidden
RKM:Associations
  • ArticleStatus (302300529)
  • Submitter Name (302300513)
  • Public: View
  • KCS Candidate, KCS Contributor, KCS Publisher, KCS Coach: Change
  • Knowledge Admin, Knowledge Submitter, Knowledge User, Knowledge Viewer: Change
Public: Hidden
Join or miscellaneous forms
RKM:ArticleHistory_Join
  • Changed By Support Company (302308991)
  • Changed By Support Org (302309001)
  • Changed By Support Grp (302309011)
  • Changed By Department (302309021)
Public: ChangePublic: Hidden
RKM:AssociationKAM_Join
  • ArticleAuthor (302300527)
  • ArticleAuthorLoginID (302311139)
  • Submitter Name (302300513)
  • Public: View
  • KCS Candidate, KCS Contributor, KCS Publisher, KCS Coach: Change
  • Knowledge Admin, Knowledge Submitter, Knowledge User, Knowledge Viewer: Change
Public: Hidden
RKM:ConfigurationPAErrorWeightingFactor (302308821)
  • Public: View
  • Knowledge Config: Change
  • KCS Coach: Change
  • KCS Coach: Visible
  • Knowledge Admin, Knowledge Submitter, Knowledge User, Knowledge Viewer, Knowledge Config: Visible

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