Setting up and going live
Goal | Topic |
|---|---|
To view the configuration data after configuring as a standard configuration | Configuring BMC Helix ITSM applications(documentation). |
To configure a company as the first step in standard configuration | Creating and modifying company-specific excluded subjects(documentation). |
To create organization in standard configuration | |
To create locations in standard configuration | Configuring support group assignments(documentation). |
To create support groups in standard configuration | Configuring support group assignments(documentation). |
To create records for both IT support staff and non-support staff | Updating people information(documentation). |
To define the application administrator | Defining an application administrator(documentation). |
To convert articles from external file formats | |
To manage knowledge article sources | |
To configure system settings | Applying system settings (documentation). |
To configure submitter mode | Requester console permissions (documentation). |
To enable localization | Localizing the server (documentation). |
To set tenancy mode | Setting up the Tenancy mode (documentation). |
To configure the Notification Engine threads count | Setting ports and RPC numbers (documentation). |
To change the time zone | Setting up the time zone (documentation). |
Analyzing organizational requirements
Before you begin administration and configuration, you must analyze how to build the knowledge management system. Some questions you might consider are:
- Who fulfills which user role and to what support groups will the user roles belong to?
- How and to whom should articles transition within the article workflow?
- How will search results be displayed?
- How long are intervals between indexing knowledge sources?
If you are integrating with other applications, some of the services might already be configured.
Setting up the framework
Before configuring the application, the application administrator must define users, and assign these users the appropriate permissions and functional roles. The application administrator can also associate them with the appropriate support groups, if necessary. includes some predefined roles. Additionally, the application administrator must set up permissions for users and groups to ensure that the users can access the appropriate knowledge and metadata. For more information, see Roles and privileges.
Setting up approvers allows you to have requests for retiring or cancelling articles approved. For more information, see Configuring-approvals.
Configuration prerequisites
You can set up the application to contain entries about the various people, groups, skills, responsibilities, and geographic locations associated with your organization.
Before you begin configuring the application, verify that the following configuration prerequisites are met:
- You must have write license (either fixed or floating ).
- You must have a basic knowledge of administration tasks. For information about setting the options, seeSetting up and going live.