This documentation supports the 20.02 version of BMC Service Request Management.To view an earlier version, select the version from the Product version menu.

Using Knowledge Base articles to resolve problems

If the administrator has installed the Knowledge Management application, the Request Entry console displays popular Knowledge Base articles in your company. If you find an article that contains the solution to fix your problem, you can attempt to resolve the problem yourself. If none of these articles address your problem, you can search the Knowledge Base for more articles. You can use the Feedback panel, located on the right, to submit your opinion on an article.

Related topics

Submitting-requests

If you do not find an article to resolve your problem, you can submit an issue. The system automatically tags the articles that you viewed before you submitted the issue. This enables Support to identify the articles, and possibly review them. You can also report an issue directly from an article.

Important

The Request Entry console displays only published versions of the knowledge articles. Articles in other statuses are not listed in the search results.

To search for a Knowledge Base article

  1. Open the Request Entry console from a browser.
  2. Enter the keyword (for example, Printer or Pr%) in the Search field, and click the Search icon.
    The search results list articles and requests that match your criteria. Long lists are paginated. 
  3. Click More to view the expanded search view.
     The pagination drop-down list displays the range of articles, and you can select the range that you want to view.
  4. Click the title of the article that you want to view.
    Optionally, you can submit your feedback on the article to indicate whether the information was helpful. You can also rate the article and enter additional feedback in the Comments field.

Important

If you have selected the Disable Full Text Searching option from the FTS tab on the AR System Administration: Server Information form, then the % sign is automatically appended to the search string.

To report an issue from a Knowledge Base article

Before you begin

Configure the assignments to generate a fulfillment application like incident, change, or work order, and based on it, a service request gets created for the same on the request entry console.

For more information, see Configuring-automatic-assignment-events.

  1. In the bottom-right section of the article, click Report an Issue.
  2. In the Report an Issue form, enter the following information:
    1. In the Summary field, enter a brief statement of the problem.
    2. (Optional) In the Description field, enter additional details of the problem.
    3. In the Urgency field, select an option that indicates the urgency of the problem.
  3. If you do not want to attach the article to the request, which is displayed in the All Articles Viewed field, click Remove.
  4. Click Submit.
    A service request for the article gets created and is routed to the concerned group based on the assignment configurations.

To provide feedback about a Knowledge Base article

  1. In the Feedback panel, enter the following information:
    1. Select Yes or No to indicate whether the article solved your issue.
      If you select Yes, the relevancy of the article is increased. 
    2. (Required) From the Rate this article list, choose a rating.
    3. In the Comments field, enter any additional details.
  2. Close the article.
    Your feedback is transmitted to the BMC Knowledge Management application. You can see the feedback comments in the Feedback tab of the knowledge article.

 

 

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