This documentation supports the 22.1 version of BMC Helix ITSM: Smart IT. To view an earlier version, select the version from the Product version menu.The documentation for BMC Helix ITSM 23.3.00 has changed. To understand the changed documentation structure see, Where did the Smart IT documentation go?

Searching for duplicate knowledge articles

Important

This topic is applicable to BMC Helix ITSM: Knowledge Management only. If you have integrated BMC Helix Knowledge Management by ComAround, see BMC Helix Knowledge Management by ComAround documentation.

A knowledge base might contain multiple articles that are similar in nature and content. Their titles and templates might be different, but the issue described, and the solution provided are the same, and such articles are considered duplicate. Creating and maintaining an effective knowledge base requires that you avoid creating duplicate articles, which weaken the effectiveness of search results.

When assessing articles by using the Default question set, Knowledge-Centered Service (KCS) coaches must specify whether the article being assessed is a duplicate of one or more existing articles. After selecting similar articles, the assessment answer is automatically set to Yes. However, the Yes / No button still remains active. If you want, you can select No to clear all selections. You can again search for and select similar articles.

Related topics

Assessing-KCS-knowledge-articles

Creating-question-sets-for-assessing-knowledge-articles


To search for duplicate knowledge articles

  1. Use one of the following methods to open articles for AQI assessment:

    To open an article from the Knowledge menu:
    1. Click Knowledge, and then click Manage your knowledge base.
      All articles created by your team members are displayed in the Knowledge console.
    2. Select the check box corresponding to the article that you want to assess.
      The Perform Assessment option becomes visible.
    3. Click the Perform assessment option.
      The article opens with the AQI assessment question set.
    To open an article from the Console menu:
    1. Select Console > Knowledge Console. 
    2. To view a list of your team's articles, select My Team's Articles from the list at the top of the page.
      A My Team's Articles.gif
    3. Select the check box corresponding to the article that you want to assess.
      The Perform Assessment option becomes visible.
    4. Click the Perform assessment option.
      The article opens with the AQI assessment question set.
    To assess a specific team member's article:
    1. Click Knowledge.
    2. From My knowledge team, select the options list next to the member's details.
    3. Select the option to view articles. 
      A list of articles written by the member is displayed on the Knowledge console.
      B Author specific articles.gif
    4. Select the check box corresponding to the article that you want to assess.
      The Perform Assessment option becomes visible.
    5.  Click the Perform assessment option.
       The article opens with the AQI assessment question set.
    To assess articles while reading:
    1. Open any article.
      If the article is written by one of your team members, the More menu is displayed on the article.
    2. Select More > Perform Assessment.
      The AQI assessment question set is displayed on the left side of the article. 
  2. From the list of AQI questions, go to the question "Is the article duplicate?"
  3. To find out if the article is a duplicate of existing articles, click the Check for duplicates button.
    A list of similar articles is displayed under Similar Articles by Title.
  4. (Optional) Search for additional similar articles by using the basic and advanced search options.

    Primary n Advanced search.gif
  5. Select the titles of articles that appear to have similar content, and scan the articles.
  6. If an article appears to be similar to another article, select the button displayed next to it.
    You may select multiple articles.
    Check for Duplicate 2.gif

  7. After selecting an article, select the Back button.
    On the question set, the answer to the question "Is the article duplicate?" is automatically set to Yes, and the name of the selected article is displayed below the question. When multiple similar articles are selected, the name of the last selected article is displayed.
  8. After answering the remaining AQI questions, click Save

 

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