Preparing to use KCS reports in BMC Helix ITSM

This topic describes how you configure essential settings for generating KCS reports.

Before you begin

To view knowledge articles and incidents listed in KCS reports, you must configure settings for cross-navigation from Smart Reporting to BMC Helix ITSM. For more information, seeConfiguring settings to cross-launch reports (Smart Reporting documentation) .

To configure cross-navigation settings

To access KCS reports in Smart Reporting, you must configure Smart Reporting in BMC Helix ITSM. Options for generating KCS reports are displayed on the Knowledge menu in BMC Helix ITSM only after you have configured Smart Reporting in BMC Helix ITSM.

For more information, see Configuring-Smart-Reporting-in-Smart-IT.

To configure performance metrics goals

Before you generate the KCS:Knowledge Author Performance report, you must set goals for each performance metric in the RKM:KCS:RadarGoals form that is available in BMC Helix ITSM. Goals are the benchmarks you use to compare and assess individual performance. These goals are configured for each company. Optionally, you can also configure them for each organization within a company. The URL to access the form must be in the following format:

http://<MidtierHostName>:<PortNumber>/arsys/forms/<AR_Server_Name>/RKM:KCS:RadarGoals

To configure error weighting factors

You or a Knowledge administrator must specify the value in the Weighting Factor For Each Error field in the RKM:Configuration form for each company. This value indicates the standards of a company for measuring errors made by article authors, and is used to calculate their final Article Quality Index (AQI) score. The higher the value, the lower the AQI score.

To onboard users and import report content

To access KCS reports in Smart Reporting, you must onboard users in Smart Reporting, and import out-of-the-box report content to the reporting server. For more information, see Onboarding.

KCS and Smart Reporting permissions

The following table describes the KCS and Smart Reporting user permissions:

Permissions	Description
KCS coach	Required for accessing and generating KCS reports.
Report writer user	Required for creating KCS custom reports. The Smart Reporting administrator must assign you this role, or create and assign a custom role to you. The administrator can create a custom content category to save KCS custom reports. He must give you permission to save them in default categories such as KCS Main reports and KCS Child reports, or in the custom content category. For more information about creating new roles and categories in Smart Reporting, see Smart Reporting user roles and permissions.
Action Request user	If Smart Reporting is configured in knowledge management, Onboarding users must have appropriate Action Request System user permissions to access and view KCS reports from the Reports menu in Onboarding. For more information, see Access control with implicit groups: Row-level security and Permission groups hierarchy.