This documentation supports the 18.05 version of Remedy with Smart IT.

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

Preparing to use KCS reports in Smart IT

This topic describes how you can configure essential settings for generating KCS reports.

To configure cross-navigation settings

To access KCS reports in Smart Reporting, you must configure Smart Reporting in Smart IT.  Options for generating KCS reports are displayed on the Knowledge menu in Smart IT only after you have configured Smart Reporting in Smart IT.

For more information, see Configuring BMC Remedy Smart Reporting in Smart IT

To view knowledge articles and incidents listed in KCS reports, you must configure settings for cross-navigation from Smart Reporting to Smart IT. For more information, see  Updating cross launch settings .

To onboard users and import report content

To access KCS reports in Smart Reporting, you must onboard users in Remedy Smart Reporting, and import out-of-the-box report content to the reporting server. For more information, see Onboarding users and importing content in BMC Remedy Smart Reporting .

To configure error weighting factors

You or a Knowledge administrator must specify the value in the Weighting Factor For Each Error field in the RKM:Configuration form for each company. This value indicates the standards of a company for measuring errors made by article authors, and is used to calculate their final Article Quality Index (AQI) score. The higher the value, the lower the AQI score.

Related topics

BMC Remedy Smart Reporting user roles (BMC Remedy IT Service Management)

Creating a custom report using BMC Remedy Smart Reporting  (BMC Remedy IT Service Management)

Reviewing your knowledge team's performance using KCS reports

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