This documentation supports the 9.0 version of Knowledge Management.

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

Configuring application settings

Perform the following procedure to configure general settings.

To configure application settings

  1. From the Application Administration Console, click the Custom Configuration tab.
  2. From the Application Settings list, choose Knowledge Management > Knowledge Management Configuration > Application Configuration, and then click Open.
  3. 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.
  4. Proceed to enter configuration settings as provided in the following table.

General application settings

ParameterDescriptionValue
CompanyName of the company for which you are configuring settings. 
Search section
Words Around HitsConfiguration for displaying search results.
  • None — Displays only the article title.
  • Excerpts — Displays the words that surround the first few instances of search terms. This enables users to easily recognize whether the document is relevant to their search.
  • Words around hits — Displays the article title as well as a few words that precede and follow the search term. This enables users to easily recognize whether the document is relevant to their search.
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.

Relevancy section

Boost Use RelevancyConfiguration for increasing relevance when users click Use on an article.

For more information, see Boosting document relevance.

Note: When recalculated for a published article, the boost parameter is also recalculated for any draft article that has been created from the published article. Therefore, the relevance of the draft remains identical to that of the published article.

Additionally, if you do not set a value for either of these parameters, they automatically use the values that are configured for the Global company. If the Global company also does not have a value configured, the parameter values are set to 0.001 for Boost View Relevancy, and 0.01 for Boost Use Relevancy (the default values).

Boost View RelevancyConfiguration 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.

  • Latest version — Most recently updated article version
  • Related version — Article version that was originally related to the article

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 MethodDefines the method that the Assignment Engine selects an assignee from a support group.
  • Knowledge Assignment Round Robin
  • Knowledge Assignment by Number
  • Knowledge Assignment by Capacity

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.

NotificationsEnables or disables notification definitions of all types that are defined per user in BMC Remedy AR System.
  • Enable — All notifications
  • Disable — All notifications

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.

Enforce Feedback

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

(Service Pack 2 or later)

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.

Check box

Enforce Article review status

(Service Pack 2 or later)

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.

  • SME Review — Enable a Subject Matter Expert review
  • Content Review — Enable a content review
  • Proofreading — Enable a proofreading review

Reviews may be assigned to users based on the assignment rules defined, or by selecting the appropriate Knowledge User when the article is in the review stage.

History Recording section
Record Article ViewEnables or disables the recording of the knowledge article's viewing history.Not applicable
Search History LevelDefines the volume of search requests that are recorded as search history, to enable you to control the amount of history items in your database.
  • None — Record no search requests.
  • All — Record all search requests.
  • No Hits — Record only search requests that yield no results.

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



Defines the number of days that a search is saved.

Not applicable
Article History RetentionDefines the number of days that information about changes made to an article is saved.Not applicable
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