Skip to Content
Information
This documentation supports the 25.1 version of BMC Helix ITSM: Knowledge Management.To view an earlier version, select the version from the Product version menu.

Customizing knowledge article relevancy

Each indexed form that you want to add in the use or view article boost relevancy calculations must have a real number field with id = 177 defined in it. The field can be in any view of the form and cannot be a display-only field.

To add in the recalculation of the relevancy boost value, you pass the request details and event details to the RKM:EventInterface interface form.

  • When a user marks an article interesting for view, pass the view article event to the interface.
    To make sure that the article falls under the Knowledge Management definition for boosting, check the parent form name to verify that the form was opened from RKM:SearchDialog.
  • You can add a Use button to the form. When users find an article useful, they click Use and Use Article event is sent to the interface.

Related topics

Customizing-the-search-results

Administering


To view, use, or send events to the interface

  1. Use the RKM:KAM:OnBtnUse_100_sendEvent active link as a sample for sending events.
  2. Use the following fields and values and ignore all other fields:
    • RequestSubmitDate — Set to $TIMESTAMP$
    • CallingUser — Set to $USER$
    • ArticleRequestId — Set to the value of field #1 (Request ID)
    • Action — Set to USEARTICLE or VIEWARTICLE depending on the required event
    • ArticleCompany — The company of the request
    • ArticleForm — Set to $SCHEMA$
    • ArticleTitle — The value of the field that is mapped to the Full Text Search article title
    • ArticleStatus — Set to Published
    • Manufacturer — If you have a field that may be mapped to manufacturer, use this information. If not, you can ignore this field.
    • ModelVersion — If you have a field that may be mapped to model or version, use this information. If not, you can ignore this field.
    • Operational Categorization Tier 1 2 and 3 — If you have fields that may be mapped to operational and/or product categorization tiers, use these information. If not, you can ignore these fields.
    • Product name — If you have a field that may be mapped to product name, use this value. If not, you can ignore this field.
    • ArticleServer — Set to $SERVER$
    • ArticleBusinessService — If you have a field that may be mapped to business service, use this value. If not, you can ignore this field.
    • Article Instance Id — If you have a field id 179, you can use it or any other GUID that identifies the request.

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*

BMC Helix ITSM: Knowledge Management 25.1