Searching for knowledge articles

Service desk or case agents can search for knowledge articles from Quick Case, Create case, Create incident, and the Knowledge Management consoles. By using the simple or advanced search, agents can find knowledge articles while creating incidents or cases and add references to the searched knowledge articles. For more information, see Modifying simple and advanced search for knowledge articles.

To search for articles from Quick Case

1. Log in to BMC Helix Business Workflows as a case agent.
2. From the Line of Business list, select the line of business for which you want to search articles.
   If you have access to a single line of business, the line of business is selected by default.
3. Open Quick Case and enter the description for the case.
4. Select a knowledge article from the Recommended Knowledge pane.
5. (Optional) To view the knowledge article on a separate tab, right-click the knowledge article and select Open link in new tab.
6. For an advanced search, click Advanced search options.
7. Click the Filters  icon.
8. Select the filter options and click Apply.

Case agents can use search results to resolve cases by referring to the knowledge articles they find.

To search for articles from a case

1. Log in to BMC Helix Business Workflows as a case agent.
2. From the Line of Business list, select the line of business for which you want to search articles.
   If you have access to a single line of business, the line of business is selected by default.
3. Open a case.
4. In the Resources pane, select a knowledge article.
5. (Optional) To view the knowledge article on a separate tab, right-click the knowledge article and select Open link in new tab.
6. For an advanced search, click Advanced search options.

7. Click the Filters icon.

8. Select the filter options and click Apply.

To search for articles from an incident

1. Log in to BMC Helix ITSM as a service desk agent.
   From the Line of Business list, make sure that the line of business is selected as IT. 
2. Click Console > Ticket console and open an incident.
3. In the Resources pane, select a knowledge article.
4. (Optional) To view the knowledge article on a separate tab, right-click the knowledge article and select Open link in new tab.
5. For an advanced search, click Advanced search options.

6. Click the Filters icon.

7. Select the filter options and click Apply.

To search for knowledge articles from the Knowledge Management console

1. Log in to BMC Helix ITSM or BMC Helix Business Workflows, and navigate to the knowledge console based on your product:

   • In BMC Helix ITSM, click Console > Knowledge Console.
   • In BMC Helix Business Workflows, click Workspace > Knowledge.

   By default, the Line of Business is selected for which you can revise an article.

2. To search for knowledge articles, use one of the following methods:
   1. Enter search criteria in the Search field, and press Enter.
   2. To narrow down your search, click , and enter the search criteria for the fields that you want to search. Filter knowledge articles by locale to view content in the desired language.
   3. To use preset filters, click , and select the filter.

Results

When you search for knowledge articles from Quick Case, Create case, or Create incident, you can view the knowledge articles that are related to the description or summary of the case or incident. When you search from the Knowledge Management console, you can view all the articles based on your search criteria.

The search results always show the latest published versions of knowledge articles. To view the knowledge article on a separate tab so that you do not lose the search view, right-click the knowledge article, and select Open link in new tab.