Monitoring the knowledge article changes

The Watch List feature enables you to maintain a dynamic list of articles that are monitored for changes. When a change is made to a watched article, you receive a notification about the change. E-mail engine settings define when and how notifications of changes to articles are sent to you.

You can add any article displayed in the BMC Helix ITSM: Knowledge ManagementConsole to your watch list, even if an article is reassigned to a group to which you do not belong. Articles remain on the watch list until you remove them.

Watch list rules enable you to define rules at the categorization level, so that you receive notifications about changes that are made to any knowledge articles that match the definitions.

Watch List scenarios

Scenario A

A Knowledge User wants to be aware of any updates to an article. The watch list provides a place for the user to look at watched articles. When any change or update is made to a watched article, the system notifies the user. Additionally, the user can watch an entire category so that they are notified when any related article changes or new articles are added.

Scenario B

A Knowledge Manager or Supervisor wants to keep track of specific articles that might require special attention (for example, if the article is approaching a review time or the manager wants to monitor an article's progress). The manager adds an article to the watch list and is able to focus on the watch list instead of the entire queue. A notification is sent to this manager when any change is made to watched articles.

To add articles to the watch list

Use one of the following methods to add articles to the watch list:

In the BMC Helix ITSM: Knowledge ManagementConsole, select one or more articles and click Add To Watch List.
Open a knowledge article. Under Functions, click Add To Watch List.

To view your watch list

In theBMC Helix ITSM: Knowledge ManagementConsole, select Show > Watch list, and then click Watch List.

When you view the watch list, the Company and View By fields are disabled.

To remove articles from the watch list

In the watch list, select one or more watched articles, and click Remove From Watch List.

To create watch list rules

As an administrator, you can add watch list rules. To do this, follow these steps:

Under Functions, click Watch List Rules.
In the Watch List Rules page, click Create.
Set the company, operational, and product categorization filters.
Click Save.

To view, edit, and delete watch list rules

Under Functions, click Watch List Rules.
On the Watch List Rules page, click View.
Do any of the following:
- To edit a rule, make the necessary changes to the rule and then click Save.
- To close the rule without saving changes, click Close.
- To delete a rule, select the rule and click Delete.

Watch List rules remain active until you delete them.