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 .

KCS and Smart Reporting permissions

The following table describes the KCS and Smart Reporting user permissions:

PermissionsDescription
KCS coachRequired for accessing and generating KCS reports
Report writer user

Required for creating KCS custom reports. The Remedy Smart Reporting administrator must assign you this role, or create and assign a custom role to you.

The administrator can create a custom content category to save KCS custom reports. He must give you permission to save them in default categories such as KCS Main reports and KCS Child reports, or in the custom content category.

For more information about creating new roles and categories in Smart Reporting, see BMC Remedy Smart Reporting user roles and Content categories .

BMC Remedy Action Request user

If Smart Reporting is configured in Smart IT, Smart IT users must have appropriate Remedy Action Request System user permissions to access and view KCS reports from the Reports menu in Smart IT. For more information, see Row-level security and Hierarchical groups: Using a parent group for permission inheritance .

To configure performance metrics goals

Before you generate the KCS:Knowledge Author Performance report, you must set goals for each performance metric in the RKM:KCS:RadarGoals form that is available in Remedy IT Service Management (Remedy ITSM). Goals are the benchmarks you use to compare and assess individual performance. These goals are configured for each company. Optionally, you can also configure them for each organization within a company. The URL to access the form must be in the following format:

http://<MidtierHostName>:<PortNumber>/arsys/forms/<AR_Server_Name>/RKM:KCS:RadarGoals

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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