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Setting up self-help resources

With BMC Digital Workplace, users can solve problems themselves before filing an incident, opening an HR case, or talking to support staff.

As a BMC Digital Workplace administrator, you create and import knowledge articles, and add links to online (internal or external) product documentation, troubleshooting tips, tutorials, videos, and other resources. End users can then access those resources through search (in the Superbox or from the Catalog tab)   or from the profile of an asset or service.

Tip

In knowledge articles, you can include a link directly to an appropriate service request or catalog section. Users will feel more confident turning to self-help resources when they know that help is only a click away.

 

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Related topics

Use-cases

Managing knowledge article templates in the BMC ITSM 9.1 documentation

Localizing-titles-and-messages

Setting-up-sections-in-the-Catalog


Before you begin

Read the Solving problems with self-help use case.

Administrator tasks

Provide users with access to self-help articles from Knowledge Management or online resources. These resources can be websites, articles, or other content that your company has created, such as training documents, internal procedures and guidelines, product manuals and guides, tutorials, and videos.

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To add self-help articles and resources

Self-help resources can include both how-to articles and knowledge articles. Catalog sections can include both IT-related knowledge articles (from BMC Knowledge Management) and HR-related knowledge articles (from BMC HR Case Management).

Creating how-to articles

Add links to How-To resources that users can find from the Catalog tab. How-to resources can contain links to websites, videos, apps, and other online articles.

Video: Creating how-to articles with short URLs

The following video (3:29) demonstrates how to use Google URL Shortener to shorten URLs and create how-to articles by using the shortened URLs.

Note

The video shows an older version of BMC Digital Workplace. The previous product name was MyIT. Although there might be minor changes in the user interface, the overall functionality remains the same.


icon-play.pnghttps://youtu.be/CFchOt1Ygsc


To create how-to articles

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To import articles from BMC Knowledge Management

BMC Digital Workplace supports the following article templates:

  • How To
  • Known Error
  • Problem Solution
  • Reference
  • Custom

After you configure the integration with BMC Knowledge Management, the articles are automatically available when users search from the Catalog, and from the Superbox. Articles that are flagged as Internal in BMC Knowledge Management are not displayed in BMC Digital Workplace.

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See more details about managing knowledge article templates in the BMC Remedy ITSM 9.1 documentation.

BMC Digital Workplace

 users can provide feedback on knowledge articles. The feedback is sent to the knowledge author. See how to configure and localize feedback strings in  Configuring feedback strings in the BMC Knowledge Management 9.1 documentation.

To copy links from BMC Digital Workplace to include in knowledge articles

You can include links in knowledge articles that open a service request form or catalog section in BMC Digital Workplace. In the BMC Digital Workplace Universal Client, you can open a service request or catalog section and share the link to your clipboard. In BMC Knowledge Management, you can edit the knowledge article and add the link to the service request or catalog section. For example, at the end of an article about fixing printer problems, you might include a link to report an issue with the printer.

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To configure access to self-help

You can configure access to self-help wherever your users need the information:

  • On the profiles of assets and services
  • As QR codes that you physically attach to assets for the user to scan
  • In sections of the Catalog

This section contains the following information:

To create profile links to self-help resources

Assets and services have profiles, which can include buttons that link to resources or to areas for setting the status of an asset or creating a service request.

To add actions to asset types

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To create service actions

  1. On the Services tab, select Service Actions.
  2. Click Add, or select an existing service action.

  3. Complete the following fields:

    Field

    Description

    Name

    Specify the name of the action.

    Type

    Choose a type from the list:

  4. Click Save.

To localize actions, see Localizing-titles-and-messages.

 

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