Updating and maintaining knowledge articles

After you publish a knowledge article, you can perform different operations on it, such as revising or reassigning it. You can also add a note, change user access, and view activities performed on a knowledge article.

To revise a knowledge article

You can revise a published knowledge article by editing it. You can make minor edits to the same version. However, a newer version gets created if you want to make major changes to a knowledge article. The new version goes through the complete approval process if it is defined. Learn more about knowledge article versioning in Knowledge article versioning.

To revise a knowledge article, perform the following steps:

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. Open a published article and click Edit.
3. Make minor changes to the knowledge article on the Minor Edit tab, and make changes.
4. To create a major version of the knowledge article, click Major Edit tab.
5. Click Save.

When you publish the updated knowledge article, the newer version is published. The older version becomes inactive, and its status changes to Closed. When you create a version, you can send the article for review and then publish the article. For information about reviewing, see Reviewing and validating knowledge articles.

To reassign a knowledge article

After you create or publish an article, you can change its assignee and support group.

To change the assignee or support group of an article, complete the following steps:

1. Click the required article in the Knowledge console or workspace.
2. On the Information tab, in the Knowledge Metadata section, click Edit.
3. In the Knowledge Assignment section, select the Assigned Group and Assignee.
4. To assign the knowledge article to yourself, click Assign to me.
5. Click Save.

To add or remove user access to a knowledge article

1. Click the required article in the Knowledge console or workspace.
2. On the Information tab, in the Knowledge Access section, click Edit.
   In the Edit Article Access pane, you can view the list of support groups and agents who have access to the knowledge article.

3. To provide a company, support group, or agent access to the knowledge article, perform any of the following actions:

   Action	Description
   To provide access to a company or support group	Expand Support Group Access, and select the company or support group. Click Add.
   To provide access to an agent	Expand Agent Access, and enter the agent name. To provide write access to the agent, select the Assign Write Access check box. Click Add.

4. To remove a company, support group, or agent access from the knowledge article, click the Delete  icon on the company, support group, or agent name.
5. Click Close.

To add notes to a knowledge article

1. Click the required article in the Knowledge console or workspace.
2. On the knowledge article details screen, click the Activity tab and click Add a note text box.
3. Click Notes Template, select the template that you want to use from the list displayed, and click Apply.
4. Enter additional details in the text box if required, and click Post.
5. (Optional) To attach files to your notes, click Attach.

To view activities performed on a knowledge article

1. Click the required article in the Knowledge console or workspace.
2. On the knowledge article details screen, click the Activity tab. 
   On this tab, the latest activity performed on the knowledge article is displayed at the top.
3. (Optional) To filter the knowledge article activities, click Filter, from the Knowledge Article filtering options, select the desired options such as General Notes, Flag, Review, and so on, and click Apply.

4. (Optional) To perform a search to view the updates made by a particular agent, click Filter, enter the name of an agent in the Author text box, and click Apply. 
   You cannot add more than one agent in the search criteria.