Phased rollout
This documentation supports the 21.05 version of BMC Helix ITSM: knowledge Management. To view an earlier version, select the version from the Product version menu.
User goals and features
Using BMC Helix ITSM: Knowledge Managementprovides several features:
Knowledge that can be captured and structured for reuse is a key asset of support organizations and departments. BMC Helix ITSM: Knowledge Managementprovides a single, centralized, self-service knowledge base for creating, organizing, categorizing, using, updating, and managing structured, consolidated knowledge.
Access control
Different user roles provide different levels of authority in the system. Knowledge accessibility, page elements, and tasks are restricted according to user permissions.
Different template for different articles
Knowledge is stored in units known as knowledge articles (articles). Each article captures an issue and, using the appropriate predefined template, documents the experience of solving a problem, providing referential information, describing a process, or answering a question.
Improvements of article
Once captured, article content can evolve and be improved over time, based on user demand and usage. An article's maintenance might continue indefinitely as the knowledge evolves. Users can submit feedback that might include suggestions for updating or improving the article, rate its content, and indicate whether or not the article was useful. Content that becomes irrelevant, misleading, inaccurate, or inappropriate can be revised, or the entire article can be retired and made inaccessible to users.
Update notification
Users can track changes made to articles even when they are not involved in the workflow, by selecting specific articles or by defining rules (watch list). When these articles are changed, a notification is sent.
Relating an article with another article
Articles can be related to one another when their content is related. Thus it is possible, for example, to add a link from an article that contains information about resolving an issue to another article that contains referential information.
Sending knowledge articles by e-mail
The Email System enables Support staff to send a link to a knowledge article via e-mail to a user who requires help with an issue or for information purposes, and to, optionally, email information about the article. You can send an e-mail message to any valid e-mail address. In addition, the Email Log enables you to view the email messages that you sent through the Email System. When you select the Email Log tab, the Email Information pane remains visible.