Updating and maintaining knowledge articles

After you publish a knowledge article, you can perform different operations on it. You can make changes and reassign it.

You can also add a note, change user access and view activities performed on a knowledge article.

To revise a knowledge article

You can revise a published knowledge article by editing it. You can make minor edits to the same version. However, if you want to make changes to a knowledge article, you must create a newer version. The new version goes through the complete approval process if it is defined. Learn more about knowledge article versioning in Knowledge article versioning.

To revise a knowledge article, complete the following steps:

1. Log in to BMC Helix Business Workflows.

2. Select Workspace > Knowledge.

   Important

   If you are using BMC Helix Knowledge Management by ComAround, you will be redirected to the BMC Helix Knowledge Management by ComAround portal. To learn about revising a knowledge article, login to BMC Helix Knowledge Management by ComAround and refer to the help articles. Learn how to access BMC Helix Knowledge Management by ComAround help articles in Accessing product documentation provided by help articles.

   By default, the Line of Business is selected for which you can revise an article.

3. From the Knowledge workspace, open a published article.
4. Click .
5. Make minor changes to the knowledge article on the Minor Edit tab, and make changes.
6. To create a major version of the knowledge article, click Major Edit tab.
7. Click Save.

When you publish the updated knowledge article, the newer version is published. The older version becomes inactive and the status of the older version changes to Closed. When you create a version, you can send the article for review, and then publish the article. For information about reviewing, see Reviewing and validating knowledge articles.

To reassign a knowledge article

After you create or publish an article, you can change its assignee and support group.

To change the assignee or support group of an article, complete the following steps:

1. Log in to BMC Helix Business Workflows.

2. Navigate to Workspace > Knowledge.

   Important

   If you are using BMC Helix Knowledge Management by ComAround, you will be redirected to the BMC Helix Knowledge Management by ComAround portal. To learn about changing the assignee or support group of a knowledge article, login to BMC Helix Knowledge Management by ComAround and refer to the help articles. Learn how to access BMC Helix Knowledge Management by ComAround help articles in Accessing product documentation provided by help articles.

   By default, the Line of Business is selected for which you can reassign an article.

3. To open a knowledge article from the Knowledge workspace, click the required article.
4. On the Information tab, in the Knowledge Metadata section, click Edit.
5. In the Knowledge Assignment section, select the Assigned Group and Assignee.
6. To assign the knowledge article to yourself, click Assign to me.
7. Click Save.

To add or remove user access to a knowledge article

1. Log in to BMC Helix Business Workflows.

2. Select to Workspace > Knowledge.

   Important

   If you are using BMC Helix Knowledge Management by ComAround, you will be redirected to the BMC Helix Knowledge Management by ComAround portal. To learn about adding and removing user access to a knowledge article, login to BMC Helix Knowledge Management by ComAround and refer to the help articles. Learn how to access BMC Helix Knowledge Management by ComAround help articles in Accessing product documentation provided by help articles.

   By default, the Line of Business is selected for which you can update an article access.

   To open a knowledge article on the Knowledge workspace, click the required article.

3. On the Information tab, in the Knowledge Access section, click Edit.
   In the Edit Article Access pane, you can view the list of support groups and agents who have access to the knowledge article.

4. To provide a company, support group, or agent access to the knowledge article, perform any of the following actions:

   Action	Description
   To provide access to a company or support group	Expand Support Group Access, and select the company or support group. Click Add.
   To provide access to an agent	Expand Agent Access, and enter the agent name. To provide write access to the agent, select the Assign Write Access check box. Click Add.

5. To remove a company, support group, or agent access from the knowledge article, click the Delete  icon on the company, support group, or agent name.
6. Click Close.

To add notes to a knowledge article

1. Log in to BMC Helix Business Workflows.

2. Select to Workspace > Knowledge.

   By default, the Line of Business is selected for which you can update an article.

3. To open a knowledge article on the Knowledge workspace, click the required article.
4. On the knowledge article details screen, click the Activity tab and click Add a note text box.
5. Click Notes Template, select the template that you want to use from the list displayed, and click Apply.
6. Enter additional details in the text box if required, and click Post.
7. (Optional) To attach files to your notes, click Attach.

To view activities performed on a knowledge article

1. Log in to BMC Helix Business Workflows.

2. Select Workspace > Knowledge.

   By default, the Line of Business is selected for which you can view article activities.

3. From the Line of Business list, select the line of business for which you want to view article activities.
   If you have access to a single line of business, the line of business is selected by default.

1. To open a knowledge article on the Knowledge workspace, click the required article.
2. On the knowledge article details screen, click the Activity tab. 
   On this tab, the latest activity performed on the knowledge article is displayed at the top.
3. (Optional) To filter the knowledge article activities, click Filter, from the Knowledge Article filtering options, select the desired options such as General Notes, Flag, Review, and so on, and click Apply.

4. (Optional) To perform a search to view the updates made by a particular agent, click Filter, enter the name of an agent in the Author text box, and click Apply.

   Important

   You cannot add more than one agent in the search criteria.

For information about how to view the previous knowledge article ID of a migrated knowledge article, see FAQ.

BMC Helix Knowledge Management by ComAround