This documentation supports the 21.3 version of BMC Helix ITSM: Knowledge Management.To view an earlier version, select the version from the Product version menu.

BMC Helix ITSM: Knowledge Management 21.3



BMC Helix ITSM: Knowledge Management 21.3

BMC Helix ITSM: Knowledge Management is a framework for creating, publishing, reviewing, and searching IT knowledge articles. It provides service desk analysts with a knowledge base of easy-to-find solutions and give users self-service search options to help them resolve issues on their own.

Release notes and notices Updated 29 Jan 2024

Learn what’s new or changed for BMC Helix ITSM: Knowledge Management version 21.3, including new features, urgent issues, documentation updates, and fixes or patches.

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Date

Summary

Reference

January 29, 2024

Patch 11 for version 21.3 is available for SaaS subscribers.

This patch release includes defect fixes for BMC Helix ITSM and BMC Helix ITSM: Smart IT.

September 5, 2023

This patch release includes defect fixes for  BMC Helix ITSM.

June 15, 2023

This patch release includes defect fixes for  BMC Helix ITSM.

January 23, 2023

This patch release includes defect fixes for  BMC Helix ITSM.

December 20, 2022

This patch release includes defect fixes for  BMC Helix ITSM.

December 1, 2022

This patch release includes defect fixes for  BMC Helix ITSM.

September 2, 2022

This patch release includes defect fixes for  BMC Helix ITSM.

August 1, 2022

Patch 5 for version 21.3 is available for on-premises customers. The following updates are available in this patch:

  • Rollback deployment
  • Updates to Fluent Bit deployment
  • Enhancements to Support Assistant tool

May 27, 2022

This patch release includes defect fixes for BMC Helix ITSM and BMC Helix ITSM: Smart IT.

March 23, 2022

This patch release includes defect fixes for BMC Helix ITSM and BMC Helix ITSM: Smart IT.

February 8, 2022

This patch release includes defect fixes for BMC Helix ITSM and BMC Helix ITSM: Smart IT.

January 20, 2022

Patch 2 for version 21.3 is available for BMC Helix subscribers (SaaS). This patch release includes the following update for BMC Helix ITSM:

  • BMC Service Request Management is available only for upgrade scenarios for existing customers
  • Enhance knowledge article management by integrating BMC Helix Knowledge Management by ComAround

January 5, 2022

This patch release includes updates and defect fixes for BMC Helix ITSM: Smart IT and BMC Helix ITSM.

Patch 2 for version 21.3 is available for on-premises customers. This patch offers support for BMC Helix ITSM Insights and BMC Helix Dashboards deployment.

November 19, 2021

This patch release includes updates and defect fixes for BMC Helix ITSM: Smart IT and BMC Helix ITSM.

October 4, 2021

Creating and publishing knowledge articles

As an end user, use the BMC Helix ITSM: Knowledge Management Console to create and publish knowledge articles.

Improving the findability of knowledge articles

As an end user, use the BMC Helix ITSM: Knowledge Management Console to improve findability of knowledge articles.

Reviewing and improving knowledge articles

Learn how you can review and help improve the knowledge articles.

Generating reports

Learn how you can use the predefined reports to get various insights about your knowledge articles.

Planning

As an administrator, plan to give required access and permissions to your end users.

Administering

As an administrator, perform a standard configuration, manage knowledge sources, and configure approvals.

Onboarding and implementing

As an administrator, set up BMC Helix ITSM: Knowledge Management for your end users.

Integrating

As an administrator, set up BMC Helix ITSM: Knowledge Management to communicate and share data with other applications.

Developing

As a developer, understand the development options for BMC Helix ITSM: Knowledge Management.

Troubleshooting

Resolve common issues or errors, review logs, or contact Support.
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PDFs and videos

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Videos

The following topic contains video that supplement or replace the text-based documentation:

Frequently asked questions

Here are some answers to the most frequently asked questions about BMC Helix ITSM: Knowledge Management:

Why am I not able to find some of the older topics of this product?

We have completely restructured the BMC Helix ITSM documentation spaces. Some of the older topics have been renamed or merged into other topics. Here is a list of 10 most popular topics in the earlier versions of Knowledge Management and where you can find them in the restructured documentation space.

Older topic title

Where you can find the information now

KCS support in BMC Knowledge Management

Adding and deleting attachments

Creating a decision tree

Working with the KCS template

Knowledge article functional areas

Managing knowledge article visibility

Creating a knowledge article

What is BMC Knowledge Management

Reviewing a knowledge article

Approval workflow

Using

Configuring approvals

Status transition workflows

I’d like a PDF of just selected information. How can I do that?

The BMC Documentation portal gives you the ability to generate PDF exports of multiple pages in a space.  

Creating PDF exports

You can create a PDF of a page or a set of pages. (Non-English page exports are not supported.) You can also create a Word document of the current page.

To export to PDF

  1. Click the Export icon in the upper-right. 1744830844926-963.png
  2. From the Export menu, select PDF.
  3. Follow the prompts for page selection and other options.
  4. Click Export.

 

Depending on the number of topics included in the export, it might take several minutes to create the PDF. Once the export is complete, you can download the PDF.