Accessing knowledge articles in Smart Recorder and Live Chat
Service desk agents use Smart Recorder in BMC Helix ITSM to reuse ISKM knowledge articles while creating incidents and work orders. Knowledge articles are recommended inline as service desk agents provide issue details, and can be previewed and associated with the ticket without leaving Smart Recorder. For more information about the Smart Recorder, see the Smart Recorder overview.
In Live Chat, service desk agents and case agents can search for ISKM knowledge articles while interacting with users in real time. Knowledge articles shared during an active chat session can later be associated with an incident or work order created from the chat (in BMC Helix ITSM) or used to assist users during case resolution (in BMC Helix Business Workflows).
For more information about using Live Chat to share and associate knowledge articles, see Interacting with users on Live Chat.
To access knowledge articles in Smart Recorder
- Log in to BMC Helix ITSM, then go to Smart Recorder.
- Enter the name of a person, email ID, or a corporate ID after the symbol "@" and select the required person from the list.
- Enter a description for the issue.
Smart Recorder automatically displays up to 15 relevant ISKM articles in the Recommended Knowledge list.
The list updates as you change the issue description. If you want to search for more knowledge articles, you can use the advanced search option by clicking Search for knowledge resources.
- Select an article from the recommended list.
The article opens in the right‑side preview panel, where you can review the content to confirm that it applies to the reported issue.
- (Optional) To view the full article, click View Full Article.
The article opens in a new browser tab, preserving the Smart Recorder context and reducing the risk of losing in‑progress ticket data.
To associate knowledge articles with an incident or work order in Smart Recorder
- When the incident or work order is open in draft mode, enter the required ticket details.
- Select a knowledge article from the Recommended knowledge list.
- Click Save to associate the knowledge article with an incident or a work order.
To access knowledge articles in Live Chat
- Log in to BMC Helix ITSM or BMC Helix Business Workflows.
- Navigate to Live Chat > Agent’s Console.
- Accept an active chat session from My Chats, Queue, or Transferred.
- In the active chat session, open the Resources tab.
- In the Search field, enter a keyword to search for relevant knowledge articles.
From the search results, select a knowledge article.
To share knowledge articles in Live Chat
- In an active chat session, on the Resources tab, to search for knowledge articles, enter a term in the Search field.
- Select an article from the results and click the Share
icon.
The shared knowledge article appears in the chat conversation. The knowledge article link is also recorded in the Activity tab of the associated incident or work order.
To manage the associations of knowledge articles
Use the following steps to associate a recommended knowledge article with a ticket or remove an existing association while working in Smart Recorder.
- Click Console > Ticket Console.
- Open the ticket that you want to update.
- Click Resources and select an article from the Recommended Knowledge list.
Troublehsooting
| Issue symptoms | Issue scope | Resolution |
|---|---|---|
| Unable to get the knowledge article in Smart Recorder | Below are the conditions under which the issue occurs: ISKM is not enabled in CCS (Enable_IS_KM=false). | Make sure that the following conditions are true:
|
| Unable to pin a knowledge article | This issue occurs when a user attempts to pin a knowledge article but has read‑only permissions. | Make sure that the user has the required permissions to pin knowledge article. |
| Share option is not available for knowledge articles in Live Chat | This issue occurs in Live Chat when the selected knowledge article is not published. | Make sure that the knowledge article is published. |
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