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

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Managing flagged knowledge articles

To maintain a healthy knowledge base, the knowledge team must ensure that knowledge articles provide correct and complete information to resolve issues. Flagging articles for necessary improvements is a means to achieve and maintain high-quality articles.

As a BMC Remedy with Smart IT (Smart IT) user with the appropriate Knowledge or Knowledge Centered-Support (KCS) permission, you can flag an article to request for improvements and updates. You can participate in the discussion, and you can comment over the flag. You can flag articles in all statuses except Publish approval, Retired, and Cancelled. Only one user can flag an article at a time. When the article is updated as per the flagging comment and the flag is fixed, you can flag the same article again, if needed.

After an article is flagged, users with Knowledge or KCS permission to fix the flag are expected to update and fix the article in the shortest possible time. Fix is a response from the person acting up on the flag to the flag and flagging comments.

Note

In BMC Remedy Knowledge Management, the RKM:UpdateRequests form stores data about all activities performed in Smart IT and BMC Remedy IT Service Management. In Smart IT, when you flag an article, an activity with the default status New is automatically created in this form. When you fix the flag in Smart IT, its status is automatically updated to Completed.


Permissions for flagging and fixing knowledge articles

BMC Remedy Knowledge Management and Knowledge-Centered Support (KCS) users have clearly defined permissions to flag and fix articles.

 KCS permissions to flag and fix articles

Article status in Smart IT

Work in progressDraft

SME review

Optional review 1

Optional review 1

Publish approval

Published (Internal use: Yes)

Published (Internal use: No)

Retire approval

Retired

Cancellation approval

CancelledClosed
Flagging an article
KCS Candidate as an article assignee (tick)(tick)(tick)(tick)(tick)(tick)(tick)(tick)(tick) (tick)  
KCS Candidate as not an article assignee (tick)(tick)(tick)(tick)(tick)(tick)(tick)(tick)(tick) (tick)  
KCS Contributor(tick)(tick)(tick)(tick)(tick)(tick)(tick)(tick)(tick) (tick)  
KCS Publisher(tick)(tick)(tick)(tick)(tick)(tick)(tick)(tick)(tick) (tick)  
KCS Coach(tick)(tick)(tick)(tick)(tick)(tick)(tick)(tick)(tick) (tick)  
Fixing a flagged article
KCS Candidate as an article assignee (tick)(tick)(tick)(tick)(tick)        

KCS Candidate as not an article assignee1



            
KCS Contributor(tick)(tick)(tick)(tick)(tick) (tick)(tick)     
KCS Publisher(tick)(tick)(tick)(tick)(tick) (tick)(tick)     
KCS Coach(tick)(tick)(tick)(tick)(tick) (tick)(tick)     

1A KCS Candidate who is not an article assignee cannot fix flagged articles.

 BMC Remedy Knowledge Management permissions to flag and fix articles

Article status in Smart IT

Work in progressDraft

SME review

Optional review 1

Optional review 1

Publish approval

Published (Internal use: Yes)

Published (Internal use: No)

Retire approval

Retired

Cancellation approval

CancelledClosed
Flagging an article
Knowledge Administrator as an article assignee (tick)(tick)(tick)(tick)(tick)(tick)(tick)(tick)(tick)    
Knowledge Administrator as not an article assignee (tick)(tick)(tick)(tick)(tick)(tick)(tick)(tick)(tick)    
Knowledge user as an article assignee(tick)(tick)(tick)(tick)(tick)(tick)(tick)(tick)(tick)    
Knowledge user as not an article assignee             
Knowledge submitter as an article assignee(tick)(tick)(tick)(tick)(tick)(tick)(tick)(tick)(tick)    
Knowledge submitter as not an article assignee             
Knowledge viewerOnly read articles

Fixing a flagged article
Knowledge Administrator as an article assignee (tick)(tick)(tick)(tick)(tick)(tick)(tick)(tick)(tick)    
Knowledge Administrator as not an article assignee (tick)(tick)(tick)(tick)(tick)(tick)(tick)(tick)(tick)    
Knowledge user as an article assignee(tick)(tick)(tick)(tick)(tick)(tick)(tick)(tick)(tick)    
Knowledge user as not an article assignee             
Knowledge submitter as an article assignee(tick)(tick)(tick)(tick)(tick)(tick)(tick)(tick)(tick)    
Knowledge submitter as not an article assignee             
Knowledge viewerOnly read articles

Flagging a knowledge article

If a knowledge article requires an update, you can flag it and add a comment specifying the reason for flagging it.

  1. Open the article you want to flag.
  2. Select the flag  icon.

  3. In the comment box on the Activity pane of the article, enter your reason for flagging the article.

    Note

    An article is not flagged until you provide a justification for flagging it. The Post button remains inactive until you enter a reason in the comment box.


  4. From the Type list, select the nature of improvement you are requesting.
  5. Click Post.

Notifications about a flagged knowledge article

When an article is flagged, assignee and followers of the flagged article are notified about it.

On the flagged article, the outlined flag changes to solid flag , and an alert is displayed on the article.

Clicking Show displays the entire alert.

The alert is dismissed when the flag is fixed. 

You will also see an alert update under Updates on the Smart IT Dashboard, and under Activities in your profile.


 Followers of the flagged article see a similar alert update in the Update feed on the Smart IT Dashboard.

Note

Assignees or followers can view a flagged article. However, they cannot reply to comments about the article or fix it from the Update feed and Activity pane of their profile.

Fixing a flagged knowledge article

All Smart IT users can comment over the flagging comment. These additional comments are displayed as subcomments under the flagging comment. Thus, a flagging comment could have multiple subcomments, all displayed under a single thread. Flagging comments are time stamped to track the timeliness of fixes.

After updating the article, the user fixing the flag must select the I'm unflagging this check box, and post a reply to the flagging comment.  After fixing, Smart IT users can continue commenting over the original comment however, they cannot reopen the same flag. They can raise a new flag on the same article.

Generating the KCS : Fix Count report

A fix is a response to a user's flag and flagging comments. As a KCS coach, you can generate the KCS: Fix count report to find out how many times contributors have fixed flagged articles. Business hours elapsed between flagging and fixing an article is an important factor in measuring individual and team performance. You can generate the report for a specific week, month, or year. You can review the fix count of a department, a support group, or an individual.

  1. In Smart IT, on the Knowledge dashboard, select the option to open the KCS : Fix count report in the same window or a new window.
  2. In BMC Remedy Smart Reporting, set parameters.
  3. Generate the report.

For example, you generate this report to review the fix count trend of the ten most active contributors in a department. On the report, select a monthly total for a contributor, and view a list of articles contributing to the overall total. For more information, see "Generating and interpreting KCS reports" in Related topics.

Generating the KCS : Feedback Response Time report

This report helps you know the timeliness of users to fix issues in articles flagged for improvement. Feedback response time is the time elapsed between flagging and fixing articles and is an important factor in measuring users' performance in fixing issues. An article is fixed when a user selects the I'm unflagging this check box. The user may or may not update the article before unflagging it.

The report is generated on the basis of business hours, and displays the average response time spent to fix articles. The business time considered in this report depends on the author's support group and the business time segment defined for that support group. For information about setting business hours and holidays, see Adding business hours and holidays in the Related topics.

Consider the following example:
An office has working hours from 9:00 AM to 5:00 PM, for five days a week. Feedback 1 is received on a Friday evening; it is fixed on the following Monday morning. Feedback 2 is received on a Monday morning; it is fixed on the same day, in the evening. In this case, response provided for Feedback 1 is considered faster than that for Feedback 2.

In the Article Feedback report, you can view articles, feedback given to the article, and the time taken to fix each article. You can identify response trends, and the performance of each article. You can investigate why certain issues took more time to fix, and identify areas for improvement. For more information, see "Generating and interpreting KCS reports" in Related topics.


Related topics

Working with the activity feed of a knowledge article

Reviewing your knowledge team's performance using KCS reports

Adding business hours and holidays in the BMC Remedy ITSM Suite online documentation

Generating and interpreting KCS reports

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