This documentation supports the 20.02 version of Remedy Knowledge Management.To view an earlier version, select the version from the Product version menu.

End-to-end process

Every article has a lifecycle. At the beginning of its lifecycle, the article enters the pre-publish review and approval process. If approved, the article is published. Published articles can be reviewed and retired from use, as required. Retired articles continue to reside in the knowledge base, and although they are not visible to end users, by default, the knowledge users can search for them. 

Related topics

Article-life-cycle
Knowledge-life-cycle-management

Follow these steps to change this default setting and not display the retired articles in the search results:

  1. Log in to the RKM: CFG Status For Search form (http://<hostName>:/<PortNumber>/arsys/forms/<hostName>/RKM%3ACFG-StatusForSearch/Default+Administrator+View) with Knowledge Admin permissions.
  2. Click New Request and select the Article Status field value as Retired and the Status String For Search field value as Not Searchable.
  3. Click Save.
    The retired articles are now non-searchable.

Statuses are used to denote the current phase of an article within the article's lifecycle. Each phase determines factors such as:

  • Type of work the article requires
  • User or group to whom the article can be assigned
  • Status transition options for the article
  • User viewing permissions
  • Whether the article is searchable

The following example illustrates a typical article lifecycle:

  1. The author identifies the need for new knowledge and creates an article.
  2. When the author is finished, the article is promoted into the workflow. At this stage, the article's content might be visible to some users who have been assigned a BMC Knowledge Management user role. However, the content has not been reviewed and approved for use. This content might change, or the entire article might be deleted
  3. A Subject Matter Expert (SME) reviews the article for content but cannot approve it, so the article is re-assigned to the author for additional work.
  4. The author completes the required editing and resends the article to be reviewed again by an SME who is a member of the same support group as the SME who originally reviewed the content.
  5. The article passes the review this time and is assigned to another reviewer who performs a review for technical accuracy. For example, if the article contains procedural steps, this reviewer verifies that no steps are missing.
  6. After the content and accuracy have been reviewed, verified, and approved, the article is proofread.
  7. The article has passed all the reviews and is ready to be published, but must first be approved for publishing.
  8. When approved, the article is published and becomes available to all users, even those without any BMC Knowledge Management user roles (Self-Help users). In some cases, the content might be confidential so the article might be marked as not available to Self-Help users.
  9. A future (typically after a year) review date to ensure that the article content is still correct is set for the article. When the review date arrives, notification is sent as a reminder.
  10. Users search for and open the article, indicating whether the content has been useful. Sometimes they send feedback or a request to update the content.
  11. A Knowledge User reviews the article and needs to update some of the content. A duplicate copy of the article is created. After the changes are made, the new version replaces the older article.

  12. At some point, the article becomes obsolete and a Knowledge User retires it, rendering it not searchable and inaccessible to users.

    Managing and tracking the lifecycle through its different statuses depends on the valid status transitions that have been configured by Knowledge Config user. The list of available statuses for selection is sensitive to the environment (for example, user role, current status, and company permissions). See Configuring-application-settings for more information.

 

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