This documentation applies to the 8.1 version of Service Request Management, which is in "End of Version Support." You will not be able to leave comments.

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

Using Knowledge Base articles to resolve problems

If the administrator has installed the BMC Knowledge Management application, the Request Entry console displays popular Knowledge Base articles in your company. If you find an article that contains the solution to fix your problem, you can attempt to resolve the problem yourself. If none of these articles address your problem, you can search the Knowledge Base for more articles. You can use the Feedback panel, located on the right, to submit your opinion on an article.

If you do not find an article to resolve your problem, you can submit an issue. The system automatically tags the articles that you viewed before you submitted the issue. This enables Support to identify the articles, and possibly review them.


The Request Entry console displays only published versions of the knowledge articles. Articles in other statuses are not listed in the search results.

This section provides the following information:

This version of the documentation is no longer supported. However, the documentation is available for your convenience. You will not be able to leave comments.