This documentation supports the 1.3 version of Remedy with Smart IT.

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

Creating knowledge articles for sharing information in Smart IT

Starting with version 1.1 of BMC Remedy with Smart IT you can create knowledge articles to share known information. You can create all known types of knowledge articles using the pre-defined BMC Knowledge Management templates available in Smart IT, except Decision Tree type of articles,  and any custom templates you defined for Knowledge Management.

Limitations

The following limitations apply for Smart IT:

  • Following Knowledge Base Items are not supported:
    • Source type File System Path
    • Source type AR Form with no support for life cycle management
  • Users can access only Attachment and Character fields, for custom templates created in BMC Knowledge Management.
  • Service Pack 2 for BMC Knowledge Management version provided configuration options to enable editing options for a Knowledge Submitter when the article is in Draft stage. This configuration setting is not available in Smart IT.
  • Status transitions listed for a Knowledge article do not take into consideration any categorization settings defined for the article.

Notes

You must have BMC Knowledge Management installed to create knowledge articles in Smart IT. 

As a Knowledge Author, you must have minimum permissions to access BMC Remedy with Smart IT, as explained in Smart IT Permissions.

The Smart IT knowledge editor is an enhanced editor that provides the following benefits:

Enhanced editing experience

The Smart IT knowledge editor has the look and feel of commonly used documentation editors and allows you to format article content just as easily. You can maximize your view by clicking the maximize button to hide the side panes displayed and extent the editor to be displayed across the browser window. The editor automatically resizes itself if you resize your browser window avoiding display of multiple scroll bars. You can embed images (jpeg, gif, bmp jpg, png, bmp, tga, tif, tiff) and reference video links (embed tags) within the article.

Pre-defined BMC Knowledge Management templates

All existing BMC Knowledge Management templates are available in Smart IT, with the exception of the Decision Tree template. The following out of the box templates are provided:

  • Known Error
  •  Reference
  •  Problem Solution
  •  How to
  •  KCS Template

Note

In Smart IT, users without KCS permissions are able to access and create knowledge articles using the KCS Template. However, through BMC Remedy IT Service Management they will not be able to view those articles and the KCS Template.

Once you select the template, you can create the content of the knowledge article, add metadata for the article and save the content.

Access to related and similar information

As you create the article, Smart IT provides a list of similar knowledge articles, allowing you view, and merge content from these similar articles to your one you are creating. You can also choose to directly edit an article from the list displayed. Retired articles will not be listed under suggested knowledge articles while creating a knowledge article. You can search for Retired articles only through the global search or advanced search using the Search for knowledge resources option.

You have the option to change the template in use when creating the knowledge article, if required. This will change the layout of the content and allow you to make changes to the content. You can also merge the already created content to the new format selected. Once saved, you can update the article, and create a new version or just update the existing version if its a minor update. As a Knowledge Author, you can view all saved versions of the article. 

Creating a knowledge article on an iOS or Android OS phone is just as easy, with all options available on the device.

Metadata information for articles

All required metadata information related to the Knowledge article is now accessible on a single pane. The pane displayed when creating the Knowledge article allows users to define necessary information and settings for the Knowledge article. Article metadata allows you to define the visibility of the article, assign it, define the Company to which the article is to be associated with and define other properties from within the same pane.

The Visibility option under Metadata provides quick options for article access from a single option instead of multiple places.

The Publish to External Audiences option controls the accessibility and visibility of knowledge articles to the external users of Smart IT such as BMC Service Request Management and BMC My IT users. By default, the option is set to No. When a knowledge article is still not ready to be shared with external users, the option must be set to No. When the article is reviewed and finalized, you can change the selection to Yes. Internal users of Smart IT such as service desk agents can always view articles irrespective of the option set to Yes or No.

You can share articles through email with both the internal and external users. Both types of users must have permission to the appropriate Visibility Groups to view the articles.

  • The Publish to External Audiences option must be set to Yes when you email an article as a PDF via incident ticket.
  • An article can be emailed as a link (via Knowledge Article) to both the internal or external users. External users would be able to access it only if the Publish to External Audiences option is set to Yes, and they have permission to the appropriate Visibility Groups.

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Comments

  1. Leonard Warren

    Just a word to the wise, if you plan on having the support personnel email the article to an external user, you must have Publish to External Audiences set to Yes or the article can only be emailed to internal personnel with the right permissions.

     

    Jul 07, 2016 09:50
    1. Rakhi Rathod

      Hello Leonard,

      Thank you for the inputs. I updated the content about the Publish to External Audiences option as per your comment.

      Regards,

      Rakhi

      Aug 20, 2016 02:26