Version 8.0.00 enhancements
This section describes the product enhancements available with version 8.0.00 of BMC Knowledge Management.
- Perform CI-related queries
- Require feedback on knowledge articles
- Create and view messages broadcast throughout the BMC Remedy IT Service Management Suite
- Tag knowledge articles as favorites
- Set additional filters while creating or modifying Watch List rules
- Preview knowledge articles while creating and editing
- Search for existing knowledge articles with a similar title while creating new ones
- Add more attachments to knowledge articles
- Insert more images in knowledge articles
- Create knowledge articles using HTML code
- Delete registered knowledge sources
- Toggle knowledge sources
- Query service request records in Advanced Search and Global Search
- Search for knowledge articles based on the visibility group assigned to them
- Rich text format (RTF) editing enhancements
- Removal of ITSM attributes from the Common Data Model
- Support for Data Management
Perform CI-related queries
The new BMC Knowledge Management web service enables you to query the knowledge base for information about published knowledge articles that are related to a Service, Computer System, or Application configuration item (CI). Other BMC applications can also access and retrieve information related to their respective application services. For example, you can get a list of knowledge articles that have been associated with a specific Service CI. You can also get a list of knowledge articles that are associated with the server XYZ. For more information, see Using web services.
Require feedback on knowledge articles
Version 8.0 of BMC Knowledge Management introduces the Enforce Feedback parameter, which enables you to configure mandatory feedback whenever a knowledge article is accessed through and viewed in the BMC Service Request Management Console. For more information, see Configuring application settings.
Create and view messages broadcast throughout the BMC Remedy IT Service Management Suite
BMC Knowledge Management now supports the message broadcasting feature, which enables you to create and view broadcast messages that are visible in all of the BMC Remedy IT Service Management (ITSM) Suite application consoles. Creating a broadcast message requires Broadcast Submitter permissions. Broadcasts replaces the Newsflash and Right Answer features that were supported in earlier versions of BMC Knowledge Management. For more information, see Working with broadcasts.
Tag knowledge articles as favorites
Users with Knowledge Admin permissions can now visit the Feedback tab in the Details section of a knowledge article to tag it as a favorite. Knowledge articles that are tagged as favorites appear in the Popular Articles list on the Request Entry page of the BMC Service Request Management Console. For more information, see Working with favorites.
Set additional filters while creating or modifying Watch List rules
BMC Knowledge Management supports three additional Watch List rule filters. You can use the Region, Site Group, and Site fields to configure regional information for the selected Company. For information about creating and modifying Watch List rules, see Managing Watch List rules.
Preview knowledge articles while creating and editing
Now, you can click the Preview button at the bottom of the Knowledge Article form while creating a new article or editing an existing one, to see what the article will look like in its published state.
Search for existing knowledge articles with a similar title while creating new ones
Now, you can click the Search for duplicates link in the Quick Actions menu while creating a knowledge article, to locate existing knowledge articles with a similar title.The search covers knowledge article content, in addition to the title.
Add more attachments to knowledge articles
Version 8.0 of BMC Knowledge Management increases the number of files that you can attach to a knowledge article from three to twenty-five.
Insert more images in knowledge articles
Version 8.0 of BMC Knowledge Management triples the number of images that you can insert in rich text fields in knowledge articles. For more information, see Inserting images.
Create knowledge articles using HTML code
Now, you can use the View HTML Source option in the Content tab while creating knowledge articles, to toggle between creating rich text content and HTML code in the text fields.
Delete registered knowledge sources
Now, you can use the Registration Wizard to delete knowledge sources that you no longer need. This also permanently deletes all knowledge articles that the knowledge source contains. For more information, see Deleting knowledge sources.
Toggle knowledge sources
Now, the Registration Wizard enables you to disable knowledge sources that you do not want to use. You can "remove" knowledge articles from your knowledge base without retiring them, or deleting the knowledge source. Use the Disable/Enable button to toggle the between enabling and disabling the selected knowledge source. For more information, see Toggling knowledge source availability.
Query service request records in Advanced Search and Global Search
You can now select Service Requests as a Source parameter while performing advanced searches. For information about Advanced Search parameters, see Advanced Search parameters.
The Global Search feature automatically includes service request records in search results, depending on the search keyword. For information about using Global Search, see Using global search.
Search for knowledge articles based on the visibility group assigned to them
You can use the new Visibility Group search parameter in Advanced Search to specify values for the Company and Visibility Group filters while performing a knowledge search. For more information, see Performing advanced searches.
Rich text format (RTF) editing enhancements
The rich text editing toolbar now includes buttons for the following functions:
- Performing spelling checks in the language configured for your locale
- Inserting special characters
- Creating collapsible text boxes
Support for Data Management
Data Management provides a web-enabled dataload tool that enables you to load foundation data, process setup data, and transactional data from earlier versions of BMC Remedy and legacy systems into the current release of BMC Remedy ITSM Suite. For more information, see Data Management.