This documentation supports the 18.08 version of Service Desk.

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

Recording the root cause analysis in a knowledge article

If  BMC Knowledge Management is installed in your environment, you can create knowledge articles to describe the result of your root cause analysis. This information could be useful to subsequent users who encounter or analyze the same or similar issues and problems. 

For recommendations about using BMC Knowledge Management to capture and share information, see Related topics.

Note

Creating a knowledge article requires the Knowledge Submitter, Knowledge User, or Knowledge Admin permission. For more information about these BMC Knowledge Management permissions, see User permissions.

In addition, the Assignment availability option in your People record must be set to Yes.

To create a knowledge article from a BMC Service Desk record

  1. Open the BMC Service Desk record for which you want to create a knowledge article.
  2. Click Functions > Create Knowledge to create a new knowledge article.
  3. In the Create Knowledge dialog box, select the required template from the list and click Create
    For more information, see Knowledge article templates.

  4. In the Content tab of the Knowledge article page, enter the appropriate information in the rich text fields.

    1. You can type directly into a field, or you can click the edit icon at the top right corner of the field to view the rich text editor with expanded functionality. Some fields have an internal editing toolbar, which you can open by double-clicking inside the text box. For more information about using the rich text editor, See Related topics.

    2. You can also use the View HTML Source option to toggle between entering rich text and HTML code in the text boxes.

      Note: The following limitations apply to the HTML authoring feature:

      • The HTML editor appears as a popup dialog when you select the rich text field that you want to edit. If you click outside the work area on the knowledge article console, the popup dialog closes. To access the HTML editor again, you must select a different rich text field before returning to the one that you want to edit. This also applies if you click the Close button in the popup dialog box.
      • If you launched the HTML editor dialog box by clicking the button at the top right corner of a text field, the rich text editor dialog box opens when you close the HTML editor dialog box

  5. Assign the article to a user.
    For more information, see Assigning a knowledge article.

  6. Assign the article to a visibility group. For more information, see Managing knowledge article visibility.

    Note

    If you do not specify a visibility group, the article will be visible only to the Author, the Assignee, and others members of the support group that the Assignee belongs to.

  7. Click the Details tab, and enter the necessary information to add metadata to the article. 
    For more information, see Managing knowledge article metadata.

  8. (Optional) Click Preview to see what the knowledge article will look like when it is published.

  9. (Optional) Add the article to your watch list, if you want to monitor it. For more information about watch lists, see Using watch lists.

  10. (Optional) If you are ready, promote the knowledge article from the In Progress status to the Draft status. 
    On the Status Flow Bar, click the drop-down menu in the highlighted In Progress segment, and select Draft. The In Progress segment of the Status Flow Bar should appear highlighted.

  11. Click Save.

Note

After creating a knowledge article from an Incident, Problem, or Known Error record, you can click Use or Relate to form a relation with the article.

If you entered values in the Resolution Categorization tab of a knowledge article that you create from an Incident record, the same values are copied to the Incident if you click Use.

For more information about relationships between knowledge articles and BMC Service Desk records, and the Resolution Categorization tab, see Related topics.

Related topics

Knowledge management recommendations for support staff 

Relating a knowledge article to a BMC Service Desk record

Categorizing documented resolutions

Formatting knowledge article text

Inserting hyperlinks

Inserting images

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