KCS forms and escalations in version 9.1.01
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. Several back-end forms and escalations provide KCS support.
This topic provides the following information:
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Forms in BMC Knowledge Management for KCS support
The back-end forms in BMC Knowledge Management contain transactional or computational data. This data serves as an 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 back-end forms for KCS support:
|Transactional or data forms|
Contains the following information:
This form is used to compute the overall score for AQI assessment.
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.
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:Template||Contains 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|
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.
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.
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.
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.
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.
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 contain the following information:
|Configuration or template forms|
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.
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.
|Contains localized descriptions and other data for AQI questions. This form contains one record for each locale per AQI question.|
|Contains data about the mapping between an AQI question set and its questions.|
Contains the following information:
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:LoadKCSTemplate||Enables creation of knowledge article from KCS template using the Data Management tool.|
|Join forms and other miscellaneous forms|
|Contains combined data from the Knowledge Article Manager and its extension forms. The data serves as an input to Smart IT.|
|Contains combined data from HelpDesk and HPDAssociations forms. The data serves as an input to Smart IT.|
|Contains combined data of an AQI question set and AQI questions.|
|Contains combined data of an AQI questions set, AQI questions, and AQI localized question data.|
|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:Template_Manageable_Join||Supports creation of knowledge articles from the KCS template using the Data Management tool.|
Escalations for KCS Support
The KCS reports analyze knowledge author performance based on the following performance metrics:
- Participation Rate
- Article Quality Index (AQI)
- Citation Count
- Average Incidents Handled
To compute the data required for these report, an escalation, RKM:KCS:RadarData_Compute, runs daily to compute the data for all metrics required for the KCS reports. Details of the escalation are as follows:
|Escalation name||Metric name||Default time when escalations run|
The escalation has the following features:
The version-specific status of the escalation is listed in the following table:
BMC Knowledge Management 9.1.01 installation or upgrade Status of escalation How to enable the escalation? Fresh installation Offline
- When installing Smart IT 1.5 after BMC Knowledge Management, the escalation is enabled.
- For any version prior to Smart IT 1.5, manually enable the escalation, if not already enabled.
Upgrade from version 9.1 The status from version 9.1 is retained Upgrade from pre-9.1 version Offline
RKM:KCS:RadarData_Compute computes data as follows:
For the first time after installation, the escalation computes data from the previous day. It includes the data that was generated from the time the system was functional.
From the second time onwards, the escalation computes data from the last successful run date. So, if the escalation does not run on a particular day due to outage, the next time it runs, it includes the data generated during the outage.The following example explains how the escalation prevents data loss:
The RKM:KCS:RadarData_Compute escalation runs daily at midnight. Consider that the sequence of events was as follows:
- On March 01, 2016, the escalation ran at 02:00 a.m.
- On March 02, 2016 and March 03, 2016, because of a system failure, the escalation did not run.
- On March 04, 2016, the system failure was resolved, and the escalation ran at 02.00 a.m.
When the escalation ran on March 04, 2016, it computed data from the previous timestamp, that is from 02:00 a.m. on March 01, 2016 to 01:59 on March 04, 2016. So, it included the data for March 02, 2016 and March 03, 2016, thereby ensuring no data was lost.
Existing forms updated for KCS support
The following table lists the existing BMC Knowledge Management forms that have been updated for KCS support, important new fields added to the forms, and corresponding permissions:
|Form name||New fields||Field-level permissions for new fields||Form-level permissions|
|Transactional or data forms|
|RKM:ArticleHistory||Public: Change||Public: Hidden|
|RKM:UpdateRequests||Public: Change||Public: Hidden|
|Join or miscellaneous forms|
|RKM:ArticleHistory_Join||Public: Change||Public: Hidden|