User Guide Documentation

Knowledge Management
 Contents
1 Introduction 5

2 Knowledge Management Process 5

2.1 Knowledge Management Process 5

2.1.1 Publishing 6
2.1.2 Review 8
2.1.3 Update10
2.2 Knowledge Article Type 11

3 Capability of BMC Remedy Knowledge Management 12

3.1 Knowledge Management Console 12

3.2 Knowledge Articles 13

4 Getting Started 15

5 Using Knowledge Management Application 16

5.1 Create Knowledge Article 16

5.2 Search Knowledge Article 18
5.3 Promote Knowledge Article to SME Review 19
5.4 Review Content 20
5.5 Review Edition (Proofreading) 21
5.6 Demote Knowledge Article 21
5.7 Publish Knowledge Article 22
5.8 Retire Knowledge Article 23
5.9 Update New Version Knowledge Article 24
5.10 Delete Knowledge Article 25
5.11 Manage Update Request 26
5.12 Features of Editor Document 27
5.12.1 Editing toolbar 27
5.12.2 Enter the attachment 27
5.12.3 Enter link 28
5.12.4 Insert Figure 29
5.13 Decision Tree 29
1 Introduction
This guide describes how to use BMC Remedy Knowledge Management. The BMC Remedy
Knowledge Management application provides a framework for creating, publishing, reviewing,
and searching knowledge articles. The application provides service desk analysts with a
knowledge base of easy-to-find solutions and gives users self-service search options to help
them to resolve issues on their own.

BMC Remedy Knowledge Management helps IT and customer service personnel and other
service providers to guarantee a quick and accurate response when solving problem, enables
organizations to provide users with the option to perform an ad hoc search for knowledge by
themselves, and provides a means to create knowledge goals and monitor articles through
reports,

This document is intended for:

 Author Knowledge Article
Author Knowledge Article is the writer of knowledge article
 Subject Matter Expert
Subject Matter Expert is a person with special knowledge or skills in a particular area.
Subject Matter Expert will review the content of knowledge article.
 Knowledge Manager
Knowledge Managers are responsible for quality and integrity of Knowledge Management
process.

2 Knowledge Management Process

2.1 Knowledge Management Process
The following represents the Knowledge Management process:
2.1.1 Publishing

Figure 1 Knowledge Management Process - Publishing

The Knowledge Management Publishing process has 9 steps.
Process Process Step Description
Step
1. Knowledge Article is defined in Draft version.
2. The article is submitted to the Knowledge Manager to request the update / review to
proceed.
3. If the article is accepted by the Knowledge Manager, the Subject Matter Expert (SME)
will review the accuracy of the article’s content technically.
4. If the article is not accepted then the originator of the article is informed. This may
involve discussion between the two parties to reach an agreement.
5. Subject Matter Expert (SME) will continue to review the accuracy of the spelling and
grammar.
6. Once the article is passed from review phase, it is submitted for approval.
7. Knowledge Manager undertakes a final review.
8. If the article is not complete or has issues it may be returned to the SME author for
further review.
9. Knowledge Manager will publish the article to the Knowledge Base.
Table 1 – Knowledge Management Process Details - Publishing
2.1.2 Review

Figure 2 Knowledge Management Process - Review

The Knowledge Management Review process has 6 steps.
Process Process Step Description
Step
1. Each article will have a review period. At the end of this period each article will be
reviewed for relevance to the organisation.
2. If the Knowledge Manager believes the article is now irrelevant then it may be retired.
3. If the Knowledge Manager believes the article is still relevant or needs the opinion
and input from an SME then the article is assigned to an SME for review / update.
4. Once the article has been reviewed / updated then it is submitted back to the
Knowledge Manager.
5. Final review and confirmation is given by the Knowledge Manager.
6. Knowledge Manager will publish the article to the Knowledge Base and reset the
review date of the Knowledge Base Solution accordingly.
Table 2 – Knowledge Management Process Details - Review
2.1.3 Update

Figure 3 Knowledge Management Process - Update

The Knowledge Management Update process has 8 steps.
Process Process Step Description
Step
1. A knowledge article is identified as requiring update or correction.
2. The article is submitted to the Knowledge Manager to request the update / review to
proceed.
3. If the request for update is accepted by Knowledge Manager, the Subject Matter
Expert (SME) updates the article as required.
4. If the request is not accepted then the originator of the request is informed. This may
involve discussion between the two parties to reach an agreement.
5. Once the article is updated by the SME it is submitted for approval.
6. The process owner undertakes a final review.
7. If the article is not complete or has issues it may be returned to the SME author for
further review.
8. Knowledge Manager will publish the article to the Knowledge Base.
Table 3 – Knowledge Management Process Details - Update

2.2 Knowledge Article Type

In BMC Remedy Knowledge Management, problem and resolution in knowledge article is saved
in knowledge based. Knowledge Article has the information that can suggest how to do the task,
provide reference of information, or addressed the problem, question and error message,
resolution, answer and improvement.

The followings are the type of knowledge article:

1. How To – Instruction for completing a problem.
2. Problem Solution – Solution for a problem
3. Known Error – Information about troubleshooting guide provided by the error message
4. Reference – information as reference
5. Decision Tree - solution that appears when user does the question steps in knowledge
article.
3 Capability of BMC Remedy Knowledge
Management
BMC Knowledge Management provides the infrastructure for creating, storing, publishing,
reviewing, and searching IT knowledge articles to help service desk analysts via a knowledge
base of easy-to-find solutions, and give users self-service search options to help them resolve
issues on their own.

3.1 Knowledge Management Console

Figure 4 Knowledge Management Console

The followings are detail description of the Knowledge Management Console:

1. Shows
Select the articles you want to display in the articles table. Available options are:
 All – Displays all the articles.
 Submitted by Me – Displays articles that you submitted.
 Assigned to Me – Displays articles that assigned to you and owned by you.
 Assigned to My Selected Groups – Displays articles that assigned to the support
groups which you select in the dialog box that opens.
 Assigned to All My Groups – Displays articles that are assigned to all the support
groups in which you are a member.
 Watch List – Displays articles that you added to your watch list.

2. Filter By
Filter the displayed articles as you specified in the Show field according to the selected
filter. You can use predefined filters, or you can create your own custom filters by clicking
the icon.
 By Status – Select the status of articles for display.
 By Update Request – Select the articles for display by update requests with Not
Published or Published status.
3. Count
Display the number of articles, based on the Show and Filter By filter. Each count contains
a link. You can click each link to display the articles for that count in the Knowledge table.
The available counts are:
 In Progress – All articles that are In Progress status
 Update Requests – All Not Published and Published articles with new or In Progress
update requests that are pending for you
 In Review – All articles that have any of the review status

4. Functions
Use the links in this area to perform the following actions:
 New Article – This functionality is to create a knowledge article.
 Search Article – Opens the search page, to search the knowledge articles
 Watch List Rules – Open the watch list rules page
 My Profile – Opens your personal profile record for setting your profile.

5. Knowledge Table
List articles based on your selection on the Show and Filter By fields. Click an article to
open it. This table contains the following columns by default: Article ID, Title, Source
Name, Status, Assignee, Modified Date, and Update Requests.

6. Details and Updated Requests

 Article Details: Displays the following detailed information about the currently selected
article (Author, Create Date, Assigned Group, Keywords, Source Name and Article
Version)
 Update Requests Table: Displays the update requests associated with the selected
article (Type, Summary, Status, Submitter, and Article Version)

3.2 Knowledge Articles

Figure 5 Knowlegde Articles

Knowledge article functional areas details:

1. Quick Actions – Allows you to perform one of the following actions on the article:
 Assign to Me: Assign the article to yourself
 Auto Assign: Assign the article according to the specified assignment method
 Create Relationship: Opens the article relationship search dialog box that lets you
search for articles and relate them to the open article
  Search for Duplicates: Performs a search for existing knowledge articles with similar
titles. The search covers knowledge article content, in addition to the title
 Article Visibility: Opens the article visibility dialog box that lets you add visibility groups
to the knowledge article.
2. Header – Displays the title of the article, ID that the system generated for the article,
current version of the article, and status transition bar which displays the article workflow in
a series of color-coded tabs, where green denotes the status of the currently selected
article. Each tab represents subgroups of not published and published article. The green
tab contains a drop-down list with available status transition options. The workflow contains
the following tab:
 In Progress — initial status that is automatically assigned to all articles at the time of
creation. Articles are visible only to the author until promoted to another status.
 Draft — the knowledge article is in draft version.
 In Review — the knowledge article is reviewed by SMEs.
 Published — the knowledge article is visible to all viewers.
 Closed — the knowledge management process has finished.
3. Functions – Displays links for performing the following tasks:
 Add to Watch List – Adds the selected knowledge article to your watch list
 Request Cancellation – Displayed for all articles except for In Progress articles and for
articles with no life cycle. Click Yes to send a request to cancel the article
 Delete Article – Displayed only In Progress articles and for articles with no life cycle
 Recall Cancellation – Delete a cancellation request
4. Content / Details tab – Displays the article in Display or Modify mode.
4 Getting Started
Step to start the console:
1. Type the following URL in to your browser’s address bar:
https://myservice.intra.excelcom.co.id/arsys/
2. Login into Remedy

Figure 6 – Login Web

a. Input User Name in the User Name field

b. Input password in the Password field
3. IT Home Page will be displayed

Figure 7 – IT Home Page

5 Using Knowledge Management Application
5.1 Create Knowledge Article

To Create Knowledge Article, perform the following steps:

1. Login to Remedy Application
2. Select Application > Knowledge Management > Knowledge Management Console.

Figure 8 Menu of Knowledge Management Console

3. In the navigation pane, click New Article.

Figure 9 Knowledge Management Console

4. Select template
5. Click Create button.

Figure 10 Create Knowledge

6. Knowledge Article Form will be displayed.

7. Fill the content article in the Content Tab.

Figure 11 Knowledge Article – Tab Content

8. Click detail tab, to fill detail of article.

Figure 12 Knowledge Article – Tab Details

9. Update status to Draft.

Figure 13 Field Status

10. Click Add button to add attachment.

11. In the navigation pane, Click link Article Visibility, to open Article Visibility Form.
12. Select company and visibility group, and then click Add button, to add who can see the
article.

Figure 14 Article Visibility Form

13. Click save button to save article visibility.

14. Click save button in the knowledge article to save article.

5.2 Search Knowledge Article

To Search Knowledge Article, perform the following steps:

1. Login to Remedy application, select Application > Knowledge Management >
Knowledge Management Console.

Figure 15 Menu of Knowledge Management Console

2. In the Navigation Pane, select Search Knowledge. Search Knowledge form will be
displayed.

Figure 16 Knowledge Management Console

Figure 17 Search Knowledge Form

3. Enter keyword and click icon .

4. (optional) If you want search specific knowledge article, using Advanced Search -> Click
link Advanced Search.
5. If the result is found, list of knowledge will be displayed.
6. Click title of article to open knowledge article.
7. In the knowledge article, click Details Tab to see detail and attachment of article.

5.3 Promote Knowledge Article to SME Review

To Promote Knowledge Article to SME Review, perform the following steps:

1. Login to Remedy Application, select Application > Knowledge Management >
Knowledge Management Console.
2. Select Show = Assigned to Me, and Filter By = By Status > Draft.

Figure 18 Knowledge Management Console

3. Select record article ticket to promote, Click View button.

4. In the Action Pane, Click Assigned to Me.
5. Click the arrow in the knowledge article process flow status, select SME Review.

Figure 19 Process Flow Status

6. Click save button.

5.4 Review Content

To review content of Knowledge Article, perform the following steps:

1. Login to Remedy application, select Application > Knowledge Management > Knowledge
Management Console.
2. Select Show = Assigned to Me, and Filter By = By Status > SME Review.

Figure 20 Knowledge Management Console

3. Select record of article to promote, and then Click View button.

4. Click the arrow in the knowledge article process flow status, select Content Review.
 Figure 21 Process Flow Status

5. Click save button

5.5 Review Edition (Proofreading)

To review edition (proofreading), perform the following steps:

1. Login to Remedy Application, select Application > Knowledge Management > Knowledge
Management Console.
2. Select Show = Assigned to Me, and Filter By = By Status > Content Review.
3. Select record article, Click View.
4. Click the arrow in the knowledge article process flow status, select Content Review.

Figure 22 Process Flow Status

5. Click save button.

5.6 Demote Knowledge Article

To demote knowledge article, perform the following steps:

1. Login to Remedy application, click Application > Knowledge Management > Knowledge
Management Console.
2. Select Show = Assigned to Me, and Filter By = By Status > SME Review.

Figure 23 Knowledge Management Console

3. Select record article, Click View button.

4. In the Action Pane, Click Assigned to Me.
5. Click the arrow in the knowledge article process flow status, select draft to demote
article.
 Figure 24 Demote Knowledge

6. Click save button.

5.7 Publish Knowledge Article

To publish knowledge article, perform the following steps:

1. Login to Remedy Application, select Application > Knowledge Management >
Knowledge Management Console.
2. Select Show = Assigned to Me, and Filter By = By Status > Proofreading.
3. Select record article, Click View button.
4. Click the arrow in the knowledge article process flow status, select Publish Approval to
publish article.

Figure 25 Publish Article

5. Click save button.

5.8 Retire Knowledge Article

To retire knowledge article, perform the following steps:

1. Login to Remedy application, select Application > Knowledge Management >
Knowledge Management Console.
2. Select Show = Assigned to Me, and Filter By = By Status > Published.

Figure 26 Knowledge Management Console

3. Select record article, Click View.

4. Click the arrow in the knowledge article process flow status, select Retire Approval.

Figure 27 Retire Approval

5. Click Save button.

5.9 Update New Version Knowledge Article

To update new version knowledge article, perform the following steps:

1. Login to Remedy application, select Application > Knowledge Management >
Knowledge Management Console.
2. Select Show = Assigned to Me, and Filter By = By Status > Published.

Figure 28 Knowledge Management Console

3. Select the published knowledge article.

4. Click View button to open detail knowledge article
5. Click New Version button

Figure 29 New Version Button

6. Click Yes on the Confirmation Dialog Form

 Figure 30 Confirmation Dialog

7. Status Knowledge Article will be set to Draft

8. Click Save button

Figure 31 Save New Version Knowledge Article

5.10 Delete Knowledge Article

To delete knowledge article, perform the following steps:

1. Login to Remedy application, select Application > Knowledge Management >
Knowledge Management Console.
2. Select Show = Assigned to Me, and Filter By = By Status > In Progress.
3. Select the record that will be deleted.
4. Click Delete.

Figure 32 Knowledge Management Console

5. Click Yes button.

Figure 33 Delete Article

5.11 Manage Update Request

To manage update request, perform the following steps:

1. Login to Remedy application, select Application > Knowledge Management >
Knowledge Management Console.
2. Select record article and then click View button.
3. Select tab Details.
4. Select Update Requests Tab

Figure 34 Update Requests

5. In the Authoring tab, select Update Requests tab.

6. Select knowledge article from Document column
7. Enter summary to Update Requests.
8. Select Update Request Type and fill Request Details.
9. (Optional) Add attachment.
10. Click Add button.

5.12 Features of Editor Document

5.12.1 Editing toolbar

Figure 35 Editing Toolbar

An editing toolbar provides rich-text editing capability, with the majority of functionality available
only in the external text editor. Also, some of the fields have an internal mini editing toolbar
available from within the window, which you can open it by double-clicking inside the box. The
table below describes the functional of editing toolbar.

Field Function
Paragraph Paragraph formatting style, including heading tags
Font Use the arrow buttons to increase or decrease the font size.
Size Selection size of text. Size level is 1-7.
Text Color Select the text color from the palette.
Text Background Color Select the text background color from the palette.
Special format options Using special formatting from the highlighted text.
Remove formatting Clear special formatting from the highlighted text.
Bold, italic, and underline Make the highlighted text bold, italicized, or underlined.
Character options Select character options.
Alignment Set paragraph to align evenly on the left, center, or right, or enable
automatic alignment (Justify).
Create an ordered list Create a list formatted with numbers.
Create an unordered list Create a list formatted with bullets.
Indent Increase or decrease the selected text's distance from the left
margin.
Insert table Insert a table into the knowledge article.
Create an HTML link Insert a link to another website or URL.
Insert image Insert an image into the knowledge article.
Table 4 Fuction of Editing Toolbar

5.12.2 Enter the attachment

In the knowledge article, you can add attachment as link in the text of knowledge article, or you
can enter attachment in the bottom of knowledge article in different part of attachment.

The following procedure describes how to attach file:

1. In the Knowledge Article, select Details Tab.
 Figure 36 Tab Attachment

2. Click Add button, in the Article Attachment.

3. Click Browse for fine the file location, select file and click Open button.
4. Click OK button to upload and display hyperlink.
5. Click Save button.

5.12.3 Enter link

User can enter link to knowledge article or external another website.

To enter link to another knowledge article:

1. Click rich text field.

2. Click icon
3. Select text knowledge article to be hyperlink.
4. Click Create Hyperlink.

Figure 37 Create Hyperlink

5. In the Link URL field, enter link.

6. In the Description field, enter display for end user.
7. Click OK button.

5.12.4 Insert Figure

Image (Figure) is the type of attachment in BMC Remedy Knowledge Management. You can
insert a figure to knowledge article as link or embedded image.
To insert Figure, perform the following steps:
1. Click rich text field.

2. Click icon .
3. To enter Figure as link, select text knowledge article to be hyperlink.
4. To join a figure of knowledge article, move cursors to the new part that you want to
insert a figure.

Figure 38 Insert Image

5. Click browse button.

6. Search Figure.
7. Click OK.

5.13 Decision Tree

Decision trees are a special type of knowledge article in BMC Knowledge Management.
Decision trees enable the user to resolve a problem through a series of steps. The series of
steps is performed like branches from general information to the specific information.

To create a decision tree, you choose the Decision Tree template and enter information in the
knowledge article fields — just as you do when you create other knowledge article types. You
can build your tree branches in the decision tree section of the knowledge article.

To create a decision tree, perform the following steps:

1. In the IT Home page, click Knowledge Management > Knowledge Management Console.
Click the Create icon.
2. In the Create Knowledge dialog box, select Decision Tree from the list and click Create. A
blank decision tree template appears.
3. In the Title field of the decision tree, type the descriptive title of the decision tree. In the
Description field, type the first question for the decision tree. For example:
 Title — Unable to connect to the internet
 Description — What is your operating system?
4. Add sub decisions (branches) to build the tree. When building a tree, you can use the
following options
 Ctrl + Shift + Enter — Adds a new sub decision.
  Ctrl+ Shift + Right Arrow/Left Arrow — Moves the sub decision right and left. The
indents control how the tree branches line up, and it useful for both readability and
navigation.
 Ctrl + Shift + Up Arrow/Down Arrow — Moves the sub decision up and down.
5. To create a cycle or link in a tree, click the icon link in the decision tree description field and
then click the description (location) of where to link.
6. To add a text box in which users can record their decisions when following the branches,
click Add Text Field on the authoring toolbar. When users view the knowledge article in the
BMC Service Desk application, they can enter and store values in the text box.

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