Reviewing a knowledge article's history

BMC Helix ITSM: Knowledge Managementrecords the lifecycle history of articles. The recorded data is used by the reporting component to create historical and statistical reports. Whenever a change is detected during the article's lifecycle, a record is written to the article history form. 

Related topics

Creating-and-publishing-knowledge-articles

Scheduling-reviews

Article history is written for the following events:

  • Article creation
  • Status change
  • Assignment change
  • Update

For the status and assignee change events, an appropriate history record is created in addition to the Save event record. For each history record, the following information is shown:

  • Changed By
  • Time
  • Event

For change events, the From and To values of the changed information are also shown.

To view the history of an article

  1. Open an article.
  2. Click the Details tab.
  3. In the Navigation Panel, select Functions > History


 

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