RKM

BMC Remedy Knowledge Management 7.
Planning and Configuration Guide
December 2007
www.bmc.com
Contacting BMC Software

You can access the BMC Software website at http://www.bmc.com. From this website, you can obtain information about the company, its products, corporate offices, special events, and career opportunities.
United States and Canada

Address BMC SOFTWARE INC 2101 CITYWEST BLVD HOUSTON TX 77042-2827 USA Telephone 713 918 8800 or 800 841 2031 Fax 713 918 8000
Outside United States and Canada

Telephone (01) 713 918 8800 Fax (01) 713 918 8000
If you have comments or suggestions about this documentation, contact Information Design and Development by email at doc_feedback@bmc.com.
Copyright 2007 BMC Software, Inc. BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries. All other trademarks or registered trademarks are the property of their respective owners. Oracle is a registered trademark of Oracle Corporation. Java, JDBC, and JSP are trademarks or registered trademarks of Sun Microsystems, Inc. in the U.S. or other countries. BMC Software considers information included in this documentation to be proprietary and confidential. Your use of this information is subject to the terms and conditions of the applicable End User License Agreement for the product and the proprietary and restricted rights notices included in this documentation.
Restricted rights legend

U.S. Government Restricted Rights to Computer Software. UNPUBLISHED -- RIGHTS RESERVED UNDER THE COPYRIGHT LAWS OF THE UNITED STATES. Use, duplication, or disclosure of any data and computer software by the U.S. Government is subject to restrictions, as applicable, set forth in FAR Section 52.227-14, DFARS 252.227-7013, DFARS 252.227-7014, DFARS 252.227-7015, and DFARS 252.227-7025, as amended from time to time. Contractor/Manufacturer is BMC Software, Inc., 2101 CityWest Blvd., Houston, TX 77042-2827, USA. Any contract notices should be sent to this address.
Customer Support
You can obtain technical support by using the Support page on the BMC Software website or by contacting Customer Support by telephone or email. To expedite your inquiry, please see Before Contacting BMC Software.
Support website
You can obtain technical support from BMC Software 24 hours a day, 7 days a week at http://www.bmc.com/support_home. From this website, you can:
s s s s s s s
Read overviews about support services and programs that BMC Software offers. Find the most current information about BMC Software products. Search a database for problems similar to yours and possible solutions. Order or download product documentation. Report a problem or ask a question. Subscribe to receive email notices when new product versions are released. Find worldwide BMC Software support center locations and contact information, including email addresses, fax numbers, and telephone numbers.
Support by telephone or email

In the United States and Canada, if you need technical support and do not have access to the Web, call 800 537 1813 or send an email message to customer_support@bmc.com. (In the Subject line, enter SupID:<yourSupportContractID>, such as SupID:12345.) Outside the United States and Canada, contact your local support center for assistance.
Before contacting BMC Software

Have the following information available so that Customer Support can begin working on your issue immediately:
s
Product information Product name Product version (release number) License number and password (trial or permanent)
Operating system and environment information Machine type Operating system type, version, and service pack System hardware configuration Serial numbers Related software (database, application, and communication) including type, version, and service pack or maintenance level
s s s
Sequence of events leading to the problem Commands and options that you used Messages received (and the time and date that you received them) Product error messages Messages from the operating system, such as file system full Messages from related software
License key and password information

If you have a question about your license key or password, contact Customer Support through one of the following methods:
s
Email customer_support@bmc.com. (In the Subject line, enter SupID:<yourSupportContractID>, such as SupID:12345.) In the United States and Canada, call 800 537 1813. Outside the United States and Canada, contact your local support center for assistance. Submit a new issue at http://www.bmc.com/support_home.
Contents
Preface 9
Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 About the integration with ITSM. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Related documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Chapter 1 What is BMC Remedy Knowledge Management? 11 12 12 12 13 13 13 14 15 18 19 21 22 23 25 25 31 32 32 34 34 36 37 40 40 41 42 42 43
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Knowledge Management overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . BMC Remedy Knowledge Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Features and benefits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Goals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Best practices in knowledge management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Organizational alignment. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Issue resolution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Knowledge base quality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Rights and visibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Performance assessment. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Chapter 2 BMC Remedy Knowledge Management architecture
System architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . System components. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Functional architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Functional components. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Chapter 3 Planning your implementation
Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Authentication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Content segmentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Access control groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Visibility groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Partitioning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Categorization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Document templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Solution workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Searching for solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Search features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Ranking algorithms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents
Customizing templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44 Email templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44 Document templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 Creating themes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55 Extending the editor and viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55 Sample custom code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 Declaring custom control in the templates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58 Retrieving XML data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 Chapter 4 Configuring options in the configuration settings screen 61
Configuration settings overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62 Accessing the configuration settings screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63 Modifying configuration parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64 General settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64 Database connection settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65 Hummingbird SearchServer connection settings . . . . . . . . . . . . . . . . . . . . . . . . . . . 65 Authentication settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66 Remedy settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66 File paths . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67 Search results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67 Notifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68 Load balancing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68 System configuration password. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68 Chapter 5 Configuring options in the configuration file 69
Configuration file overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70 Editing the configuration file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70 Configuration options table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71 RKM_boot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73 Application element. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74 SearchEngine element . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80 Database element . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81 i18n element . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81 RKM_global. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82 Security element . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83 Visibility_groups element . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84 Search element . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85 DateFormat element . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85 Appearance element. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86 Categories element . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86 CTI element . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86 Indexing element . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88 Table element . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89 FilePaths element . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90 Email_templates element. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91 DocumentTemplates element . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91 Document element . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Workflow element . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Status element . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Queries element . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Query element . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . EventTypes element. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Event element. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Reports element . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Report element . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Chapter 6 Managing your system with the System Settings tool
92 93 93 95 97 98 98 99
101 102 103 104 105 105 106 106 107 107 108 109 109 111 112 112 112 113 113 114 115 115 116 116 116 119 120 120 121 121 122 123 125 125 125 126 127 128
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System Settings options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Accessing the System Settings tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Defining access control groups, visibility groups, and users . . . . . . . . . . . . . . . . . . . Adding and editing access control groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Adding visibility groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Adding users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Editing users. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Updating system files and tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Resetting AR System cache files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Building Hummingbird SearchServer tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Initializing database tables. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Updating system files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Chapter 7 System administrator tasks
Backing up and recovering data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Default installation folders. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Backing up your data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Backing up application files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Recovering your system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Building the Hummingbird SearchServer tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Updating the spell checker dictionary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Adding dictionary files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Modifying an existing dictionary file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using a thesaurus. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Creating a thesaurus source file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Compiling the thesaurus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Testing the thesaurus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using a stop file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Modifying the stop file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Changing the solution ID number. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Adding general legacy data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Implementing multiple language support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using AR System workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Mixed mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Black box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Workflow filter. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Implementing automatic reset of AR System cache . . . . . . . . . . . . . . . . . . . . . . . . . . . Ranking solutions by usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents
Using the search summary option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129 Indexing AR System forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131 Adding indexes to the configuration file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131 Configuring AR System to update the indexes . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134 Indexing external sources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136 Adding the external index to the configuration file . . . . . . . . . . . . . . . . . . . . . . . . 136 Configuring load balancing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137 Configuring for multi-tenancy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139 Enable multi-tenancy in the configuration file . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139 Defining companies in the RKMConvert configuration file . . . . . . . . . . . . . . . . . 140 Running the RKMConvert utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140 Index 143
Preface
The BMC Remedy Knowledge Management 7.2 product is a knowledge base application that you use from within BMC Action Request System (AR System) or from a stand-alone web environment. If you integrate BMC Remedy Knowledge Management with BMC Remedy IT Service Management (BMC Remedy ITSM), you can use either the web interface or the AR System interface, or both. BMC Remedy Knowledge Management is installed with a default configuration that you can modify after the installation is complete. You can edit the configuration file directly to configure parameters, such as file paths, boot information, and workflow. You can use the configuration settings screen in the user interface to define system settings, and enable certain features. This document contains detailed information for planning your BMC Remedy Knowledge Management implementation, and includes important considerations and guidelines for configuring your system. It also describes the concepts of knowledge management and provides the best practices for establishing a knowledge management strategy for your organization. This document describes how to configure BMC Remedy Knowledge Management using the options in the configuration file and the configuration settings screen in the user interface.
Audience
This document is intended for system and knowledge administrators who are responsible for configuring the knowledge management system. You must have BMC Remedy Knowledge Management installed before performing any of the configuration tasks in this document.
About the integration with ITSM

BMC Remedy Knowledge Management integrates with BMC Remedy ITSM Suite version 6.0 or 7.0. The BMC Remedy ITSM Suite includes several applications that run in conjunction with AR System and share a common database. Several differences exist between the ITSM versions and how they interact with BMC Remedy Knowledge Management.
Preface
BMC Remedy Knowledge Management
BMC Remedy ITSM 6.0: BMC Remedy Knowledge Management integrates with the BMC Remedy Help Desk application. The underlying form is the Help Desk form in BMC Remedy Administrator. You modify the Help Desk form to include knowledge management functionality. The form appears as the Help Desk form in BMC Remedy User. BMC Remedy Knowledge Management supports the single-tier categorization structure of ITSM 6.0 and uses Category, Type, and Item (CTI) lists throughout the application. BMC Remedy Knowledge Management can also be integrated with the Requester console. BMC Remedy ITSM 7.0: BMC Remedy Help Desk has been replaced with the BMC Remedy Service Desk solution, which contains the BMC Remedy Incident Management and BMC Remedy Problem Management applications. BMC Remedy Knowledge Management integrates with both Incident Management and Problem Management. The underlying forms are the Help Desk and Problem Investigation forms in BMC Remedy Administrator (the Help Desk form appears as the Incident form in BMC Remedy User). You modify both of these forms to include knowledge management functionality. BMC Remedy Knowledge Management supports the multi-tier categorization structure of ITSM 7.0 and uses Product and Operational category lists throughout the application. BMC Remedy Knowledge Management can also be integrated with the Requester console.
Related documentation
The following table lists the documentation available for BMC Remedy Knowledge Management 7.2. The documentation is available on the BMC Remedy Knowledge Management product installation CD and on the Customer Support website at:
http://www.bmc.com/support_home.
Title
Description
Audience Administrators, Users
BMC Remedy New features and differences. Knowledge Management 7.2 Release Notes Procedures for installing BMC BMC Remedy Knowledge Management Remedy Knowledge Management and integrating with your system. 7.2 Installation and Integration Guide BMC Remedy Knowledge Management 7.2 Planning and Configuration Guide
Administrators
Administrators Knowledge management concepts and best practices. Explains how to plan for and configure BMC Remedy Knowledge Management.
Users Information about using BMC BMC Remedy Knowledge Management Remedy Knowledge Management 7.2 Users Guide from the AR System interface and the stand-alone web interface.
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Chapter
What is BMC Remedy Knowledge Management?

This section describes knowledge management concepts and best practices. The following topics are provided: Knowledge Management overview (page 12) BMC Remedy Knowledge Management (page 12) Best practices in knowledge management (page 13)
Chapter 1
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Knowledge Management overview

Knowledge Management (KM) is the process of identifying, gathering, managing, and using knowledge within an organization. Ideally, this knowledge is stored in a single repository where it can be maintained, managed, and retrieved when needed. Knowledge Management has become increasingly adopted in the service center industry due to the value it provides to service centers, their customers, and the companies the service centers represent. In a call center environment, effective Knowledge Management can provide the following benefits: Increase in first contact resolution Lower cost per support contact Improvement in analyst productivity Consistent set of answers Decrease in the number of escalated tickets Central repository of knowledge Accelerated learning curve for new analysts Reduction or elimination of duplicate efforts

The BMC Remedy Knowledge Management application allows users to author and search for solutions in a knowledge base. It includes a comprehensive editor with extensive editing tools and a robust search engine that allows users to search for solutions using natural language or Boolean searches. BMC Remedy Knowledge Management can also be integrated with ITSM to allow analysts to manage incidents and knowledge from the same interface.
Features and benefits

BMC Remedy Knowledge Management provides the following features and benefits: Rich text authoring: Solution authors have access to extensive rich text HTML editing tools. Searching and security: Users can search across multiple sources. The powerful search engine allows for simple searching with natural language query. Self-help environment: Users can search for their own solutions and create their own trouble tickets.
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Best practices in knowledge management
Enforceable authoring process and notifications: Solution authors follow an authoring process. This guarantees that knowledge is consistent, meets corporate standards, and is published in a timely manner. News flashes and watch lists: Users can see important notices and be notified of changes or new solutions created in their category of interest.
Goals
Use BMC Remedy Knowledge Management to achieve the following objectives: Reduce training costs throughout the enterprise. Provide consistent and accurate answers through a single point of access. Reduce call length by making solutions easily accessible. Provide self-service to reduce call volume. Capture valuable knowledge to reduce turnover costs.

According to the Knowledge-Centered Support (KCS) strategy developed by the Consortium for Service Innovation, best practices for Knowledge Management include the following five areas: Organizational alignment Issue resolution Knowledge base quality Rights and visibilities Performance assessment
Organizational alignment
When you are considering a knowledge management initiative, the organization must first understand and accept the Knowledge Management premise. The following groups are the stakeholders in the KM arena: Executives: Executives in your organization should be advocates of KM. At the very minimum, the executive-level person over the service center must understand the following concepts: How KM affects the bottom line of the company. How KM increases customer satisfaction. How KM improves employee job satisfaction. Short-term and long-term affects of KM.
Chapter 1
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Management: The service center manager typically initiates the KM effort. In this role, the service center manager is responsible for the KM implementation. That person must understand the following concepts: How KM improves the service center performance as a whole. How KM improves the performance of each analyst. How to implement KM. How KM affects the service center culture. Analysts: Analysts are largely responsible for the success of the KM implementation. They are the users of the system and must endure the process, policy, and cultural changes. For analysts to be successful in their efforts, they must understand the following concepts: How KM affects their performance. How their individual performance affects the success of the service center and organization. How KM affects their job satisfaction.
Issue resolution
The main objective of KM is to increase the analysts ability to resolve issues quickly, accurately, and consistently. Issue tracking tools are designed to track history, not resolve issues or solve problems. Knowledge, however, resolves issues and solves problems. When creating a knowledge base, make sure that the knowledge in your knowledge base is current and that it reflects the collective knowledge in your organization. To accomplish these objectives, implement the following best practices: Capture knowledge in the workflow. Search the knowledge base early and often. Use legacy knowledge effectively.
Capture knowledge in the workflow

Capturing knowledge within the workflow allows you to discover new knowledge as it occurs. The best place to discover this knowledge is while you are on the call with a customer. This is where an analyst can uncover the most current and relevant knowledge about an issue. The knowledge that analysts capture in their normal workflow increases the knowledge of the organization and keeps the knowledge base current. As analysts capture knowledge within their normal workflow processes, they are also able to capture that knowledge in the customer's context or terminology. If analysts try to capture that knowledge after completing the call, at the end of the day, or once a week, they lose the original context. Describing the issue in the customer's terminology makes that solution easier to find, especially when that solution is on a customer self-service site.
14 Planning and Configuration Guide
Search early, search often

The key to maintaining a viable and valuable knowledge base is to encourage and train analysts to search the knowledge base early and often for resolutions to customer issues. Searching helps to identify knowledge gaps in your content, and facilitates your ability to fill those gaps. Analysts should search the knowledge base for a resolution to a customer issue even if they already know the problem resolution. This might seem counterintuitive, but, if an analyst chooses to provide a resolution without searching the knowledge base then one of two results can occur: If the solution does exist in the knowledge base for that specific issue, the value of that solution is not augmented by the analyst reusing the solution. If the solution does not exist in the knowledge base, it remains absent from the knowledge base even after the analyst resolves that customer's issue. Searching early and often reduces the collective time it takes for your analysts to resolve customer issues and identify knowledge gaps. Using solutions in the knowledge base assures that your analysts provide accurate and consistent resolutions to your customers which increases customer satisfaction.
Use legacy knowledge effectively

Pure best practices suggest that you should remove legacy knowledge from your knowledge base and allow only workflow to generate all knowledge for your knowledge base. The other extreme is to rely only upon legacy content to resolve issues. BMC Software recommends a middle-ground approach where you use a combination of both legacy content and workflow generated content.
Knowledge base quality

The first obstacle for most people embarking on KM is the belief that KM is clean, that solutions are perfect, and that only pristine and perfect content should enter the knowledge base. The reality is that KM is not about perfection; it is about evolution. Consider the following basic principles: Knowledge Management is messy: Perfect solutions do not exist. Solutions should be improved continuously and analysts should always feel a sense of ownership for every solution they view. Knowledge is a work in progress. Complete solutions are obsolete solutions: A complete solution is one that is no longer being refined. When a solution reaches that state, it is no longer being viewed, modified, or used. As long as a solution in the knowledge base is being used, analysts should review and refine the solution to make it better. Content review should be demand-driven: Your whole service center is based on a demand-driven model. Analysts resolve issues as customers present them. Your KM review process should be the same. You should review only those solutions that are reused. Your solution review process should be seamlessly integrated into your analysts' normal workflow.
Chapter 1
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Knowledge base quality is based on the following KM best practices: Define quality for your organization. Establish a content standard for authoring solutions. Adopt a solution structure. Identify workflow states. Implement a demand-driven review model. Invest in education and coaching.
Defining quality
To attain quality solutions, you must first define quality. Without a formal definition of what quality means for your organization, each analyst defines it for themselves, and the result is less than quality solutions. The quality of a solution is influenced by the intended audience. For example, a solution that is accessible only by internal analysts does not need to be in the same quality state as a solution accessible by external customers. Misspellings can be permissible for one audience but not the other.
Establishing a content standard

When defining quality for your organization, you must also establish a content or authoring standard. This content standard should include authoring issues regarding solution text format and style.
Solution format
Consider the following items when establishing a standard solution format: Solution title: How the solution title is constructed and the information it should include. Issue description and resolution: What information should be included in the description and resolution fields. Bullets and numbered lists: How and when to use lists (instead of paragraphs). Text formatting: When to use character formatting, such as bold, italic, and underline.
Solution style
Consider the following items when establishing a solution style: Preferred vocabulary and voice Use of acronyms Use of graphics Use and format of links Key words
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This standard gives authors a set of rules to work within. When establishing your content standard, keep it simple. Simplicity increases compliance, accuracy, and speed from your analysts, and assures consistency, accuracy, and speed for your customers.
Adopting a solution structure

You must also adopt a solution structure and then provide actual solution examples that illustrate your organization's definition of quality within the framework of that structure. Your KM tool should provide you with solution templates to simplify this part of the process. Minimally, the structure of your solutions should include the following sections: Issue description Environment description Resolution description
Identifying workflow states

Mandated review processes define activities or steps that a solution must go through before it is allowed in the knowledge base. KM best practices direct you to establish a workflow process that is simple and effective for your organization. For example, the following steps make up a simple workflow for solution review: Draft Approved Publish
Implementing a demand-driven review model

Your review process should be demand driven, rather than mandated. The basic concept behind a demand-driven review model is to review only those solutions that get reused. In a mandated review process, every authored solution must go through each step in the review process before it can be included in the knowledge base. An analyst creates an article and submits it to the next step in the workflow. The next person reviews the solution, performs the tasks for that review level, and promotes it to the next step. This continues through each step of the workflow until the solution is published in the knowledge base. A mandated review workflow requires more resources and time when compared with a demand-driven model. Industry statistics state that 80 percent of all solutions are not reused and, therefore, forcing all solutions through a review process is wasteful. Mandated review processes also inherently create bottlenecks. Bottlenecks equate to latency between authoring a solution and when it is available for reuse. This translates into a knowledge base that is not current.
Chapter 1
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In a demand-driven review model, you review only the solutions that are reused. As analysts research and resolve customer issues, they view solutions and evaluate whether a given solution resolves the customer's issue. When analysts view a solution, they are able to check accuracy, compliance, and applicability to the customer issue. If that solution needs to be fixed, enhanced, or refined, they should have the rights to either modify the solution or submit an update request to someone who has rights to modify it. To achieve this level of review, each analyst must have a sense of ownership for each solution they view, whether they authored the solution or not. This collective ownership fosters a customer-centric focus, and enables your knowledge base to evolve faster and remain relevant.
Investing in education and coaching

KM best practices promote the concept of education and coaching. Educate your organization about KM, train coaches, and allow coaches to mentor analysts. Teach the analysts the content standard and how to author quality solutions. Then, instead of investing in an elaborate, mandated review process, invest in coaching.
Rights and visibility

You must establish roles and permissions for your users, for those who can author solutions and those who can view them. KM best practices define roles with associated rights and visibilities. These roles are: Author: Searches the knowledge base to find solutions to customer issues, authors new knowledge solutions, and has a coach to help adhere to content standard. Approver: Searches the knowledge base to find solutions to customer issues, authors (to content standard) and approves new knowledge solutions, modifies and approves others' solutions. Coach: Similar to approver, but the primary responsibility is to move authors to be approvers, thus increasing the number of quality solution authors. Knowledge expert or administrator: Similar to approver, but the primary responsibility is to maintain the vitality of the knowledge base by retiring obsolete solutions, checking for duplications, and maintaining the overall knowledge base. Except for the knowledge expert or administrator, you can have authors, approvers, and coaches in each tier of your organization. Ideally, you should have more approvers than authors, which increases your authoring capacity.
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Performance assessment
KM best practices also address the issue of performance assessment. When you implement a KM strategy, the responsibilities of the analysts change. To assess and reward performance, best practices dictate rewarding results or outcomes. The following criteria are examples of results that you can measure and reward: Author-to-approver accomplishment (for coaches and analysts) Time to resolution Cost per resolution Customer satisfaction Although you do not want to set quotas on activities, you should track activities to have a clear understanding of what is happening within your service center.
Chapter 1
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Chapter
BMC Remedy Knowledge Management architecture

This section explains the BMC Remedy Knowledge Management 7.2 architecture. The following topics are provided: System architecture (page 22) Functional architecture (page 25)
Chapter 2 BMC Remedy Knowledge Management architecture
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System architecture
The BMC Remedy Knowledge Management application consists of several basic components that work together to provide a comprehensive knowledge management solution. The user interface (UI) is the user's window into the system and is typically delivered using AR System. The AR System server hosts the forms and active links required to control and retrieve information from BMC Remedy Knowledge Management. BMC Remedy Knowledge Management may reside on the AR System server or its own server and includes the Hummingbird SearchServer indexing engine. Finally, the documents themselves are stored as XML files on the HTTP server.
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System architecture
System components
BMC Remedy Knowledge Management is a Java Server Pages (JSP) 2.0 compliant application delivered as a single Web ARrchive (WAR) file. The application is written in Java to provide cross-platform deployment capabilities. BMC Remedy Knowledge Management consists of the following components: HTTP server SQL database File system Hummingbird SearchServer Java mail service Browser interface Remedy Application Programming Interface (API)
HTTP server
You can install BMC Remedy Knowledge Management on any HTTP server that provides a JSP container. You can use your existing mid tier server or a similarly configured server. The BMC Remedy Knowledge Management application is supplied as a WAR file for deployment to that server.
SQL database
BMC Remedy Knowledge Management uses an SQL database to store log information used for producing reports. BMC Remedy Knowledge Management can also use the database to store user tables and authentication information. The following databases are supported: Oracle Sybase Microsoft SQL Server MySQL
File system
BMC Remedy Knowledge Management uses the file system to store knowledge base solutions, which are individual files that reside in folders on the server. Solution folders are organized under the main data folder and include attachments, draft, general, news, publish, retired, and versions folders. The solutions are stored in XML format to provide greater flexibility and accessibility. The file system also stores BMC Remedy Knowledge Management templates and configuration files.
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Hummingbird SearchServer
The Hummingbird SearchServer engine also runs on the knowledge base server. Hummingbird SearchServer is a powerful enterprise search engine that provides real-time document indexing. It performs all indexing operations on knowledge base documents and supports more than 200 native document formats.
Java mail service

The Java mail service sends email notifications during the workflow process. Notification processing is an optional component of BMC Remedy Knowledge Management. The Java mail service is not included with the BMC Remedy Knowledge Management installation CD. If the Java mail service (JavaMail) is not on your system, download it from Sun at:
http://java.sun.com
Browser interface
BMC Remedy Knowledge Management has both a browser interface and an AR System interface. You can use the browser interface regardless of whether you integrate BMC Remedy Knowledge Management with AR System. If you run BMC Remedy Knowledge Management with the AR System, you maintain users and authentication within AR System.
Remedy API
When you integrate BMC Remedy Knowledge Management with AR System, the Remedy API helps you perform the following functions: Manage users and authentication. Obtain category information. Obtain user lists for workflow. Provide data exchange between AR System and BMC Remedy Knowledge Management. Configure solution workflow (beyond the supplied default). Store BMC Remedy Knowledge Management solutions within AR System to allow Distributed Server Object (DSO) functionality.
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Functional architecture
The BMC Remedy Knowledge Management application is written in JSP. The web pages it delivers are rendered in Java Script and HTML. The solution documents, document templates, and configuration files are XML based. BMC Remedy Knowledge Management uses XSLT to transform document solutions into their various forms for editing and viewing, and also provides field-level security on solution documents.
Functional components
BMC Remedy Knowledge Management consists of the following functional components: Templates Documents Document editor Document viewer Search engine System security ITSM integration Customization XML data retrieval Globalization
Templates
BMC Remedy Knowledge Management uses a different template for each knowledge solution type. Each template contains the solution fields and their attributes, the location of the fields when displayed in the editor and viewer, and the visibility required for those fields. BMC Remedy Knowledge Management supplies default templates for the following solution types: How to Problem solution Error message Reference Decision tree You can create your own templates or edit the supplied template files. The clean and readable schema for templates makes them easy to edit and manipulate.
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NOTE
When integrated with AR System, standard AR System groups are used to define the privileges for each field. When running stand-alone, the equivalent of AR System groups can be defined in the BMC Remedy Knowledge Management database.
Solution documents
BMC Remedy Knowledge Management solution documents are templates filled with data. These documents can be opened in either the editor or viewer. Like an AR System form, a document can have permissions assigned by group. This creates a document that not only has field-level security, but document-level security. Document permissions, known as Visibility Groups (VG), are assigned to a document in the document editor.
Document editor
The BMC Remedy Knowledge Management document editor is produced from an XSL transformation against the XML document it is opening. When you open a solution in the editor, BMC Remedy Knowledge Management transforms it through XSLT and returns the result as a complex dynamic HTML page that uses functionality within the browser. The resulting HTML page is an editor that allows authorized users to create and edit documents. In the editor, the document is a form that conforms to the definition in its corresponding template. For example, the default How to template includes the following fields: Title Question Answer Environment Categories Visibility groups Authoring notes Users can edit the document through the user interface (like most document editors), and use standard formatting functions, such as bold, underline, italic, paragraph indenting, bullet points, tables, images, and links. The transformation process evaluates the permissions of each field against the groups of the current user to determine which fields to display. The resulting transformation produces a page that contains only the data the user has permission for. The user does not have access to fields they do not have permission to view.
NOTE
The document editor is a browser-based application. It is supported only on Internet Explorer browsers.
System administrators can extend the functionality of the editor and viewer by writing custom XSL templates. This XSL code becomes part of the transformation process and is inserted into the document at the indicated point within a template. This allows the functionality of the editor or viewer to be extended without making changes to the core code of the BMC Remedy Knowledge Management application.
NOTE
The transformation is done on the server. The user never has physical access to the original XML document.
Document viewer
The BMC Remedy Knowledge Management document viewer is similar to the document editor. When you open a solution in the viewer, BMC Remedy Knowledge Management transforms it through XSLT and returns an HTML formatted solution. Like the editor, the transformation evaluates the permissions of each field against the current user's groups to determine which fields to display. This allows content within a solution document to be segmented by user group. For example, a document viewed by self-help users might contain Problem and Solution fields, while that same document viewed by a service technician might contain Problem, Solution, and Internal Notes fields. A service technician might need additional information that is inappropriate for a self-help user to see.
Search engine
When you create a solution, BMC Remedy Knowledge Management instructs Hummingbird SearchServer to index that solution so that it can be found when users query the knowledge base. The Hummingbird SearchServer index contains information about each solution, including the solutions permissions. BMC Remedy Knowledge Management provides a user-friendly interface for performing searches against the indexed data. When a user searches the knowledge base, BMC Remedy Knowledge Management translates the request and passes it to Hummingbird SearchServer through the JDBC driver. Hummingbird SearchServer returns the results and passes them back to BMC Remedy Knowledge Management in the same manner. BMC Remedy Knowledge Management also evaluates the user's groups and builds the request so that only documents in that user's permission group are returned from the search. A user never sees any documents returned in the request that they do not have rights to view. BMC Remedy Knowledge Management returns the search results to the user for selection. When the user selects a document from the search result list, BMC Remedy Knowledge Management opens the document in the document viewer.
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System security
Users must first log in or authenticate to the system to use BMC Remedy Knowledge Management. Three levels of authentication are defined in the configuration file: None (Unsecure): This mode allows users to access the system by entering their name only. This mode is provided primarily for legacy type access and for organizations that do not feel any need for their users to log in to the system. Internal: Authentication is performed at the knowledge management application level. Users must be defined in the BMC Remedy Knowledge Management database (rkm) by the system administrator. Users must enter their ID and password to gain entry to the system. This mode is typically used in stand-alone environments. Remedy (Secure): This mode uses the Remedy API to authenticate users. User management is performed inside of AR System. All requests for data in the system are authenticated through the configured mode. When a user is initially authenticated, a session ID is established. This ID and other criteria are evaluated with each request. If a request does not conform to the authentication rules, the user is denied access to the data and a new login screen is displayed. The user can reauthenticate against the system to access the data. All security validation is performed on the server and only data conforming to the rights of the user are returned. A special case authentication is defined for self-help users. Typically, self-help users are not required to authenticate to access data. BMC Remedy Knowledge Management provides a user interface with limited access where users can perform searches without authentication. Only those documents marked as selfhelp are returned in the result list. Multiple self-help groups can be set up to segment data.
ITSM integration
BMC Remedy Knowledge Management integrates with ITSM through two mechanisms: The Remedy API AR System forms AR System communicates with BMC Remedy Knowledge Management by making URL requests through a view field. BMC Remedy Knowledge Management communicates with AR System through data returned in a view field, on the URL to that view field, or through the API. Large amounts of data can be exchanged in either direction by passing data to a form that is accessed by both AR System (through workflow) and BMC Remedy Knowledge Management (through the API).
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Customization
You can customize BMC Remedy Knowledge Management for your environment by modifying the options and variables in the configuration file. You can make the following customizations: You can configure the look and feel by modifying cascading style sheets and creating themes. You can create any number of themes. The system administrator selects the theme of choice. You can customize solution documents and define permissions on any field within the document template. You can customize BMC Remedy Knowledge Management workflow using AR System filters. You can modify AR System workflow objects to change behaviors of BMC Remedy Knowledge Management. You can write your own XSL templates to extend the functionality of the editor or viewer. You can use XML data retrieval to change the look and feel at the data level instead of at the user interface level.
XML data retrieval

BMC Remedy Knowledge Management allows you to incorporate self-help pages into your own portal with XML data retrieval. For example, you might want to manage access to self-help data by your own portal authentication method. Or, you might want to exhibit full control over the look and feel of the search results window and the solution document. With XML data retrieval, the search request is passed on a URL (from the user to BMC Remedy Knowledge Management) and BMC Remedy Knowledge Management returns XML data instead of returning the search result page. The data returned conforms to the self-help authentication mechanisms. You can display the resulting XML on your portal, however you choose. You can also process selected documents in a similar fashion, allowing you to create your own viewer and display documents according to your needs. Any XML returned is already prefiltered according to permissions. In other words, you can use BMC Remedy Knowledge Management as an engine, and use custom applications or HTML pages as the interface. For more information about configuring XML data retrieval in your system, see Retrieving XML data on page 59.
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Chapter
Planning your implementation

This section describes how to plan for your BMC Remedy Knowledge Management implementation. The following topics are provided: Security (page 32) Content segmentation (page 34) Solution workflow (page 41) Searching for solutions (page 42) Customizing templates (page 44) Creating themes (page 55) Extending the editor and viewer (page 55) Retrieving XML data (page 59)
Chapter 3 Planning your implementation
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Security
The BMC Remedy Knowledge Management application is a three-tier enterprise application composed of the following components: User interface Business logic Data access components The data access layer is secured by the business logic layer, which requires an authentication token for each transaction. The business logic layer is secured by the user interface layer, which requires a valid session for each transaction.
Authentication
Authentication is performed at the user interface layer. Every time a user accesses a page, a session ID is passed (either in the query string, the post data, or a cookie). If the session ID is valid, then an authentication token is created with the user's details. If the session ID is invalid, then the user is redirected to a login page that accepts user credentials. When valid credentials are received, a new session is created.
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Security
When planning your BMC Remedy Knowledge Management implementation, you must consider the type of authentication to use. The three types of authentication are: None: Authentication is not used. Users access the stand-alone web interface by opening the BMC Remedy Knowledge Management URL. Users must enter their name to gain entry to the system but they do not have to enter a password. All users are granted access with user-level permissions. This is the default mode of authentication and enables you to make your system operational before enforcing security. Internal: Authentication is performed at the knowledge management application level. Users must be defined in the BMC Remedy Knowledge Management database (rkm) by the system administrator. Users must enter their ID and password to gain entry to the system. This mode is typically used in stand-alone environments. Remedy: Authentication is performed at the AR System level. Users must be defined in AR System by the system administrator. Users must enter their ID and password to gain entry to the system. Users can access BMC Remedy Knowledge Management either through BMC Remedy User or the stand-alone interface. This mode is typically used if you are integrating AR System with BMC Remedy Knowledge Management.
NOTE
If you use Remedy authentication, you also use the categorization information from AR System and not the CSV files as used in the stand-alone environment. You define the authentication type in the configuration file. For more information, see Chapter 5, Configuring options in the configuration file.
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Content segmentation
BMC Remedy Knowledge Management is a flexible application that allows you to segment your content so that users see information that is relevant to them. For example, you might have information that is appropriate for one external group and other information that is for internal use only. Entire solutions can be marked as viewable (or not) as well as individual fields in those solutions. You can also define which users can author content for a particular audience. Content segmentation is obtained by defining privileges (who can do what) and visibilities (who can see what) in your knowledge base. The following sections describe how you define privileges and visibilities in BMC Remedy Knowledge Management. While reading these sections, think about how content is created and viewed in your environment, and how you want to segment the knowledge in your system.
Access control groups

Access control groups define privileges that determine what actions a user can perform. Each user is assigned to an access control group on the security tab of the System Settings screen. The access control group also contains the visibility group assignment. Access control group privileges are grouped into categories. You can enable or disable individual privileges in each of the following categories: View (solutions, reports, email solutions) Authoring (create, edit draft, edit published, add words to dictionary, submit update request, delete) Workflow (promote or demote, promote to or demote to, take ownership, assign ownership, publish, retire) News flashes (create, delete) Settings (personal, system) A user must be assigned to at least one access control group and visibility group to log in to BMC Remedy Knowledge Management. A user can be assigned to more than one access control group, which provides greater flexibility in setting up security. All users have access to their own personal settings with the User Settings privilege, and administrators have access to the system settings with the System Settings privilege.
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BMC Remedy Knowledge Management supplies five default access control groups The following chart identifies the default privileges for each access control group. Your system administrator can modify these defaults for your environment.
Privilege View solutions View reports Email solutions Create or submit solutions Edit draft Edit published Add word to spell checker Submit update request Delete Promote or demote Promote to or demote to Take ownership Assign ownership Publish Retire Create or edit news flashes Delete news flashes Personal settings System settings
KMSSysAdmin KMSAdmin X X X X X X X X
KMSSME X
KMSUser X
KMSSelfHelp X
X X
X X
X X X X
X X
X X
X X X X X X X X X X X
X X X X X X X X X X X X X X X
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Visibility groups
Visibility groups restrict or grant user access to solutions. For example, if a user is assigned to the visibility group Support, that user can view solutions that have been assigned to the Support visibility group during the authoring process. Visibility groups can be further classified as self-help. A solution that is assigned to at least one self-help visibility group is considered to be a self-help solution. This information is used solely to control how the document is rendered. By default, all access control groups, except KMSSelfHelp, have access to all visibility groups. The KMSSelfHelp access control group has access to only the Self-Help visibility group.
Assigning solutions to visibility groups

You assign solutions to visibility groups in the document editor. New solutions are assigned to the author's visibility groups by default. The solution author can remove and add visibility groups, but only from their list of assigned groups. When a solution is assigned to another user, that user can add and remove visibility groups from his or her own assigned groups, but cannot manipulate any other visibility groups already assigned to the solution. Attachments are assigned the same visibility group as the solution they are attached to. Global attachments do not have any visibility groups that make them visible to all users. General solutions, such as other third-party documents, can be assigned to one visibility group. You assign general documents a visibility group by creating a sub-folder under the general documents folder with the name of the visibility group. Any documents placed in that folder are assigned to that visibility group.
Assigning solutions to other authors

You can assign solutions to other authors by using the Assign to selection list in the document editor. When you assign a solution to another user, BMC Remedy Knowledge Management removes it from your work area and the assignee becomes the new owner. The Assign to selection list contains all system users who have draft editing privileges and who are in the same visibility groups as the user viewing the solution. Typically, only system administrators have access to the Assign to list and all visibility groups. In a more complex setup, you can define users to have authority or assign privileges for a select visibility group. For example, the users listed have draft editing privileges and the ability to assign solutions. They also have the following visibility groups: Sally - VG1, VG2 Bob - VG1 Jane - VG2
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In this example: When Sally views the Assign to list, she can see Sally, Bob, and Jane. When Bob views the Assign to list, he can see Sally and Bob. When Jane views the Assign to list, she can see Sally and Jane.
Partitioning
Partitioning, or configuring access control groups and visibility groups together, enables you to create flexible authoring and viewing environments. You can allow some users administrative privileges for solutions in one visibility group and user privileges for solutions in another visibility group. Before you define your access control and visibility groups, you should evaluate your user base and content needs. BMC Remedy Knowledge Management has three types of partitioning: Default Basic Advanced
Default
In default partitioning, you use the five access control groups and two visibility groups supplied by BMC Remedy Knowledge Management to assign privileges and views to users. You define users in the System Settings screen and assign each user to one of the five default access control groups. For example, you might want to assign all support engineers to the KMSACKMSSME access control group. Users assigned to this group have view and author privileges for all visibility groups in your system.
Basic partitioning
In basic partitioning, you create your own access control groups with corresponding visibility groups. You also remove the visibility group selection from the five default access control groups, by deselecting the All visibility groups option. This creates an environment where users have privileges for solutions only in their visibility group. For example, you perform the following tasks:
1 Create a new access control group, Benefits-Medical, and a corresponding
visibility group, Benefits-Medical. The access control group has the View privilege and is assigned to the BenefitsMedical visibility group.
2 Change the five default access control groups so that the visibility group is
assigned to the new Benefits-Medical visibility group.
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For user Mary Smith, you can do either of the following tasks: Assign user Mary Smith to access control group Benefits-Medical, which gives her the ability to view all solutions that have been assigned to the BenefitsMedical visibility group. Assign user Mary Smith to access control group KMSAC-KMSAdmin, which gives her full administrator privileges for solutions that have been assigned to the Benefits-Medical visibility group.
Advanced partitioning
More complex security models can be implemented by creative mixing of privileges and visibility groups. Since each user can be assigned to more than one access control group, you can create an environment where a user is the administrator for one set of solutions and a user of another set of solutions. For example, you perform the following tasks:
1 Create a new access control group, Benefits-Dental, and a corresponding visibility
group, Benefits-Dental. The access control group has the View, Author, Workflow, and News flashes privileges and is assigned to the Benefits-Dental visibility group.
2 Create a new access control group, Benefits-All.
The Benefits-All access control group has View and Author privileges and Benefits-Medical, Benefits-Dental, Benefits-Life, and Benefits-PTO visibility groups. When you assign a user to both access control groups, Benefits-Dental and Benefits-All, that user has the following access: View, author, workflow, and news flash access for solutions assigned to the Benefits-Dental visibility group Author and view access for solutions assigned to benefits visibility groups (Benefits-Medical, Benefits-Dental, Benefits-Life, Benefits-PTO) For information about how to add users and define access control groups and visibility groups, see Chapter 6, Managing your system with the System Settings tool.
NOTE
When you assign a user to more than one access control group, BMC Remedy Knowledge Management grants the user the combined privileges of both groups. Neither group overrides another.
Configuration examples
The following examples describe how to configure a system with multiple access control groups and visibility groups.
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Option 1: Combining privileges and visibility groups

Combining access control groups and visibility groups enables you to provide multiple levels of access for users by assigning them to only one access control group. In your system, you have three visibility groups (VG1, VG2, and VG3) and three privilege types (View, View and Author, View and News Flashes). To configure a different privilege set for each of the three visibility groups, define the following access control groups: ACG1: View with VG1 ACG2: View with VG2 ACG3: View with VG3 ACG4: View and Author with VG1 ACG5: View and Author with VG2 ACG6: View and Author with VG3 ACG7: View and News Flashes with VG1 ACG8: View and News Flashes with VG2 ACG9: View and News Flashes with VG3 When a user from the access control group ACG4 logs in to BMC Remedy Knowledge Management, that user can view and author all solutions assigned to the VG1 visibility group.
Option 2: Separating privileges and visibility groups

Separating access control groups and visibility groups enables you to provide multiple levels of access for users by assigning them multiple access control groups. This is useful if you want to minimize the number of access control groups in your system. This process can be used only if your access control groups are not dependent on visibility groups. In your system, you have three visibility groups (VG1, VG2, and VG3) and three privilege types (View, View and Author, View and News Flashes). To configure a different privilege set for each of the privilege types and each visibility group, define the following access control groups: ACG1: View privileges ACG2: View and author privileges ACG3: View with News Flashes privileges ACG4: VG1 ACG5: VG2 ACG6: VG3 To grant a user view and author privileges to solutions assigned to visibility group VG1, assign that user to both ACG2 and ACG4.
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Categorization
BMC Remedy Knowledge Management provides a default categorization structure that allows you to categorize your knowledge solutions. Any number of categories can be defined. All visibility groups use the same list of categories. This behavior can be overridden by assigning a specific list of categories to a visibility group. Category selection is offered in the following areas of the user interface: The Quick Search box on the Home page The document editor The browse page The search page The Add Watch Item on the Watch List tab of the Personal Settings screen If the user's set of visibility groups share the same category list (which is always true by default and for most configurations), then that category list is used throughout the user interface. If the user has access to multiple category lists, then a top-level select box appears that allows the user to choose which list to use. The document editor is a special case in that the available category lists are further constrained by the visibility groups assigned to the solution. The document editor can also include specific category sections, independent of visibility groups. Your solution categories can be derived from ITSM or you can define your own categories in an XML file. Typically, if you are integrated with ITSM you derive your categories from ITSM. You define your category structure in the categories section of the configuration file. For more information, see Chapter 5, Configuring options in the configuration file.
Document templates
The list of authoring templates is defined in the application configuration file, the Document Templates section. Each template can be assigned a list of visibility groups to restrict who can create new solutions of that type. This restriction does not apply to editing solutions after they have been created. For more information, see Chapter 5, Configuring options in the configuration file.
Template fields
Document templates are XML files that specify fields. Each field can have associated visibility groups to restrict who can view that field, and who can edit it. You can assign a field to a visibility group by editing the authoring template and adding the visibility group to the field name. For more information, see Customizing templates on page 44.
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Solution workflow
Solution workflow
The solution life cycle begins with a draft solution. When you create a solution and promote it into the workflow, the solution enters the approval process. A solution is considered to be in the approval process at any point prior to it being published. During the approval process, your administrator decides whether to approve or delete the solution. If approved, your solution is published. You or your administrator can delete the solution to remove it from the knowledge base at any time during the approval process. However, when your administrator publishes the solution to the knowledge base, no one can delete it. You retire solutions after they are published. Retiring a solution prevents it from being searched during a regular query. BMC Remedy Knowledge Management has a built-in workflow that moves a solution through a defined series of steps, in which the final outcome is a published solution. When you create a solution, BMC Remedy Knowledge Management initially assigns it to draft status. You can promote your solution into the workflow for approval, or assign your solution to another user for review. When approved, your knowledge administrator publishes your solution. The following default workflow is provided: Draft SME Review Spelling Final Review When planning your implementation, consider what review levels are practical in your environment. Perhaps the SME Review and Spelling checks are done at the same time and, therefore, can be combined into one single workflow step. Or perhaps your solutions need to have an additional compliance review before they are published. In BMC Remedy Knowledge Management, you can use either of the following methods to define your workflow: Configuration file workflow: You can easily add or remove workflow steps by editing the Workflow section of the configuration file. For more information, see Chapter 5, Configuring options in the configuration file. AR System workflow: You can configure BMC Remedy Knowledge Management to use AR System workflow by creating a filter in AR System. For more information, see Using AR System workflow on page 125.
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Searching for solutions

BMC Remedy Knowledge Management uses Hummingbird SearchServer to locate solutions in the knowledge base. Hummingbird SearchServer builds a comprehensive index that allows you to search any text contained in your knowledge base solutions. By default, a basic search uses a logical and comparison on the search query terms. The same default search format includes a natural-language extension with stemming, thesaurus, keyword, and stop word functionality. Advanced Search parameters allow you to use Boolean operators and and not, phrase searching, and category searches.
Search features
Hummingbird SearchServer for BMC Remedy Knowledge Management includes the following search features: Intuitive searching: A natural-language type query where Hummingbird SearchServer generates a set of search terms based on search words you supply. Hummingbird SearchServer generates the search terms according to word frequency and various weighting factors. Search term variants (stemming): Stemming includes variants of search words in the search when appropriate. For example, a search for printing error yields results that include print, printer, and printed. Stop words: A stop list omits common terms found in solutions from the index and excludes them from the search. Stop words tend to slow the search without increasing the relevancy of solutions in the search results list. Stop words include such terms as the, where, is, and how. Thesaurus: The thesaurus contains user-defined synonyms, including acronyms and abbreviations. It can be easily customized. Weighted terms and keywords: Keywords allow select terms in a solution to be weighted higher than other words. When BMC Remedy Knowledge Management searches for solutions, it examines the following solution fields: Title Solution text Keywords By default, the Title and Keywords fields are weighted three times higher than the Solution Text field. Therefore, if your search terms are found in the Title or Keywords fields, BMC Remedy Knowledge Management gives that solution a higher relevancy ranking (compared to solutions that might have the search terms in only the solution text). You define keywords in the Keywords field in the solution template. While all words in a solution are indexed, those words listed in the Keywords field can increase the solution ranking. You can change the default search fields and their weight in the Queries section of the configuration file. For more information, see Chapter 5, Configuring options in the configuration file.
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Searching for solutions
Ranking algorithms
Hummingbird SearchServer uses a Critical Terms Ordered algorithm (F2:4) to rank the search results. This ranking algorithm computes the solution relevancy statistically and takes into account the number of occurrences of each search term and how common the term is in the solution. You can change the default rank algorithm and the search mode by changing the Relevance and Mode parameters in the Queries section of the configuration file. You can choose from the following ranking algorithms: Hits count algorithm (F2:1): This ranking algorithm calculates relevancy by counting the total number of occurrences of the individual words matched, regardless of the term frequency. Terms count algorithm (F2:2): This ranking algorithm calculates relevancy by counting the number of different search terms matched. The relevance value is the number of terms matched. Terms ordered algorithm (F2:3): This ranking algorithm calculates relevancy by using a mathematical formula that computes the relevance statistically. It combines the characteristics of the Hit Counts and Terms Counts algorithms and the number of matched search terms. It considers the statistical measurement of how common the term is in the solution. Critical terms ordered algorithm (F2:4): This ranking algorithm calculates relevancy by placing more emphasis on search terms that occur less often in the solution. These are the terms that are most useful in distinguishing between relevant and non-relevant solutions.
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Customizing templates
BMC Remedy Knowledge Management processes solutions and email notifications with a series of XML template files. These templates can be easily customized to suit your needs. Templates are in standard XML format and any modifications you make must conform to XML standards.
TIP
To determine if your changes conform to standard XML, open the document in a browser. If it is valid, the complete document appears correctly; otherwise errors appear. Templates are stored in the \kms_data\templates\ folder. The following table describes the default templates in BMC Remedy Knowledge Management.
Template name
Assigned_notification.xml DecTree_Template.xml Email.xml
Description Email template used when a solution is assigned. Decision tree solution template. Email template used when a solution is sent as an email message. Error message solution template. How to solution template. News flash template. Problem solution template. Reference solution template. Email template used when a watched solution has changed.
Type Email Document Email
ErrorMessage_Template.xml HowTo_Template.xml NewsFlash_Template.xml ProbSol_Template.xml Reference_Template.xml Watch_Item_Notification.xml
Document Document Document Document Document Email
Email templates
Email templates are used to format the email message that is sent when: A solution is sent in an email to another user. A notification email is sent to a user when a watched solution is updated. A notification email is sent to a user when a solution is assigned to them. The following sample shows the XML template used by BMC Remedy Knowledge Management to send an email message indicating a solution has been assigned to another user.
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Email template sample

<?xml version="1.0"?> <email> <subject>Assignment Notification (KMS_DOC_ID): "KMS_DOC_TITLE" has been assigned to you</subject> <body><![CDATA[ <!DOCTYPE html PUBLIC "-//W3C//DTD XHTML 1.0 Strict//EN" "http://www.w3.org/TR/xhtml1/DTD/xhtml1-strict.dtd"> <html xmlns="http://www.w3.org/1999/xhtml" xml:lang="en> <head> <meta http-equiv="Content-Type" content="text/html; charset=iso-8859-1"/> <title>Assignment Notification (KMS_DOC_ID): "KMS_DOC_TITLE" has been assigned to you</title> </head> <body> Document KMS_DOC_ID has been assigned to you: <a href="KMS_DOC_URL">KMS_DOC_TITLE</a> </body> </html> ]]></body> </email>
Email template construction

The following rules apply to email templates:
1 The subject element is the subject of the email. It can contain special KMS_ fields. 2 The body element is the body of the email. It can contain special KMS_ fields. 3 You can modify the subject and text of the email and include additional KMS_
fields. The following table describes the KMS_ fields you can use and which templates you can use those fields in (Watch List, Assignment, or Email).
Field name Description Unique solution ID number. Solution title. Solution URL. ID of the user receiving the email. ID of the user sending the solution. Email templates All All All Watch List Assignment Email
KMS_DOC_ID KMS_DOC_TITLE KMS_DOC_URL KMS_RECIPIENT_USER_ID KMS_FROM KMS_MESSAGE
The body of the message the user Email entered when sending the solution.
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Document templates
Document templates are used to format solution documents. The following example shows a default Problem Solution template. The format describes the data fields that are stored and processed, the order in which the fields are displayed (the order they are declared in the file), and the visibility groups for any given field.
Document template sample

<?xml version="1.0"?> <!DOCTYPE KMS_doc [ <!ATTLIST KMS_data id ID #REQUIRED> ]> <KMS_doc title="Problem Solution" template="ProbSol_Template" version="1.1" created="09/25/2005" author="KMXperts" xmlns:KMS="http://kmxperts/KMS" include="sample_custom.xsl"> <KMS_custom id="HighConfidential"/> <KMS_section name="Title"> <KMS_data id="KMS_title"/> </KMS_section> <KMS_section name="Problem"> <KMS_data id="problem" type="HTML"/> </KMS_section> <KMS_section name="Solution"> <KMS_data id="solution" type="HTML"/> </KMS_section> <KMS_section name="Categories" divider="top"> <KMS_cti id="CTI"/> </KMS_section> <KMS_section name="Visibility Groups"> <KMS_data id="KMS_visibility_groups"/> </KMS_section> <KMS_dataSection name="Details" viewer="false"> <KMS_data id="KMS_documentId" name="Document ID:" /> <KMS_data id="KMS_template" name="Document Type:" /> <KMS_data id="KMS_author" name="Author:"/> <KMS_data id="KMS_status" name="Status:"/> <KMS_data id="KMS_prevStatus" name="Previous Status:"/> <KMS_data id="KMS_reviewDate" name="Review Date:" type="date" edit="true"/> <KMS_data id="KMS_creationDate" name="Created:" /> <KMS_data id="KMS_lastModifiedDate" name="Last Modified:" /> <KMS_data id="KMS_keyWords" name="Keywords:" edit="true" /> </KMS_dataSection> <KMS_section name="Authoring Notes" viewer="false"> <KMS_data id="notes" type="HTML"/> </KMS_section> <KMS_section name="Attachments" editor="false"> <KMS_attachments name="Attachments"/> </KMS_section> <KMS_tabSection> <KMS_tab id="t1" name="Attachments"> KMS_attachments /> </KMS_tab> <KMS_tab id="t2" name="Update Requests"> <KMS_updaterequests id="urqs" /> </KMS_tab> <KMS_tab id="t3" name="History">
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<KMS_history id="history" /> </KMS_tab> </KMS_tabSection> <KMS_feedback editor="false" name="Feedback"> <KMS_rating/> <KMS_comment/> <KMS_changereq/> </KMS_feedback> <KMS_hiddenData> <KMS_data id="KMS_assigned"/> <KMS_data id="KMS_prevAssigned"/> </KMS_hiddenData> </KMS_doc>
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Document template construction

Document templates must conform to XML standards and follow a basic set of rules. Rules are separated into the following categories: General rules Element rules Field rules Special objects General rules The following rules apply to all document templates.
1 All templates must begin with the XML declaration and the DTD declaration as in
the following example:

<?xml version="1.0"?> <!DOCTYPE KMS_doc [ <!ATTLIST KMS_data id ID #REQUIRED> ]>
2 KMS_doc is the root element of the document. 3 The title and template attributes of the KMS_doc element are required.
The template attribute must be the same as the physical name of the file without the .xml extension. For example, if you created a new template named MyNew_Template.xml, the corresponding template attribute is: template=MyNew_Template The title attribute declares the readable name for the template.
4 The remaining attributes of the KMS_doc element are optional and provide
additional information about the template. You can add attributes to store additional information about the templates. Element rules The following rules apply to document template elements.
1 The KMS_section elements are optional. These help to give visible separation to
fields when they are displayed in the editor or viewer. A section starts with a section name that is displayed (optional) and ends with a horizontal line. If you declare a name attribute in the section, that name is used as the section title in the editor and viewer.
<KMS_section name="Title"> <KMS_data id="KMS_title"/> </KMS_section>
2 The KMS_dataSection element is optional. Items within a dataSection are
contained within a table with Field Name and Field Data columns.
<KMS_dataSection name="Details" viewer="false"/>
3 The KMS_section and KMS_dataSection elements have an optional attribute
named divider. It can have a value of top, bottom, or both. This is used to place a horizontal line between sections.
<KMS_dataSection name="Categories" divider="top"/>
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4 The KMS_hiddenData element is optional. Items within a hiddenData section are
never visible in the editor or viewer. All data contained in those fields remain with the document as it is edited. This can be useful if you want to store metadata with the documents for use by another application that accesses the documents.
<KMS_hiddenData> <KMS_data id=KMS_assigned/> </KMS_hiddenData>
5 The KMS_text element causes the indicated text to appear in the document.
<KMS_text>some text goes here</KMS_text>
The viewer attribute applies to this element, and to the class element:
<KMS_text class="someClass">some text goes here</KMS_text>
If you declare a class on the field, you can create the corresponding named class in a theme cascading style sheet, and the text assumes the characteristics of the defined class.
6 The KMS_text element can also be used to insert any type of HTML (including
JavaScript) into the editor and viewer. You do this by including the HTML or JavaScript within [CDATA] tags in the opening and closing text element. A [CDATA] tag is an XML tag used for enclosing special items within an XML element.
<KMS_text><![CDATA[<button onclick="showIt()">Push Me</ button><script>function showIt(){alert("This is a message to say you pushed the Push Me button")}</script>]]></KMS_text>
7 The KMS_custom element can be declared for any custom control that is added to
the editor or viewer. If used, it must also have an include attribute in the KMS_doc element that identifies the XSL file that contains the custom control code. It must have an ID attribute that gives BMC Remedy Knowledge Management an ID for the control and also gives the name of the control as defined in the XSL document. Optional attributes are name, viewer, and editor, which have the same functionality as they do on other elements.
8 The KMS_tabSection element allows a tab section to be declared. Optional
attributes are viewer and editor. It must always contain one or more KMS_tab elements.
9 KMS_tab is a child of KMS_tabSection and declares the individual tabs in the
section. The Name attribute is required and gives the title for the tab. The ID attribute is also required. Optional attributes are viewer and editor.
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10 The KMS_feedback element declares the solution feedback control. It has several
children that declare special functionality. The children can have the following viewer and editor attributes: KMS_rating: Displays the rating radio control so a user can rate the solution. KMS_comment: Displays a comment box so a user can enter a comment about the solution. KMS_ changereq: Displays a check box (must also have a KMS_comment configured) so a user can enter comments about the solution. This allows update requests to be tracked.
11 The KMS_updaterequests element manages solution update requests. 12 The KMS_history element shows a document's history.
Field rules
The following rules apply to fields in the KMS_data element.

1 Fields are created with the ID attribute of the KMS_data element.
<KMS_data id="KMS_title"/>
The ID attribute enables the system to manage the data it contains. Fields that begin with KMS_ are unique fields for BMC Remedy Knowledge Management. All templates must contain fields with the following IDs: KMS_title KMS_assigned KMS_status KMS_documentId
2 You can mark a field as required by setting the required=true attribute on the
KMS_data element.
<KMS_data id="problem" type="HTML" required="true"/>
The field marked will be required the next time an author creates a solution of that template type.
3 All other KMS_ fields are optional and are acted upon if present. Fields that hold
data are never acted upon and can have any name. For example:
<KMS_data id="problem" type="HTML"/>
This field holds data, and its contents remain with the document through its life span. To create a new field of your own, declare the new field at the desired location in the document. You might put it in an existing section, in no section, or in a section of its own.
4 The KMS_data fields can be any of the following types (type=):
HTML: Indicates a rich text field; when a user clicks in this field in the editor, the rich text editing tools appear. Text: Indicates a plain text field; rich text editing tools do not appear. Date: Indicates a date field; a calendar icon appears for editing the date. Checkbox: Indicates a check box.
5 You can include the following additional attributes on a field:
Name: This attribute is valid for both sections and fields. It causes the field to display a visible label of whatever is declared for name (name=This text is the label for the field). The name attribute is optional. As a general rule, if a section contains only one field, then the section name is used to label the field. If a section has more than one field, the section name declares the theme of the section, and the name attribute on the field is used for the actual label of the field. Edit: When used, the value can be true or false. This attribute declares whether the field is for edit or display only. Some KMS_ special fields are populated automatically when a solution is created. You can declare whether that field is editable or not. Title: The title attribute is for a check box only. In standard application design, the label for a check box is on the right side of the check box. Using Name on a check box causes a label to be displayed on the right side of the check box. Using Title on a check box causes a label to be displayed on the left side of the check box when used in a data section (or above the check box when used elsewhere). Viewer: This attribute is valid for both sections and fields. It determines what data to display in the viewer. For example, you might want certain data to be visible in the editor but not visible in the viewer. A value of true or false declares whether the field is displayed in a viewed document (no declaration defaults to viewer=true). Required: This attribute specifies if the field is required. If set to true, the author must enter information in this field before saving the solution.
6 You can use the viewer attribute to declare field-level security based on visibility
groups and access groups. For example, if you want a field that is visible only to the service tech visibility group, declare it as:
<KMS_data id="myField" type="HTML" viewer="service tech"/>
If you want the field to be visible by multiple visibility groups, then add all visibility groups separated by ~!~:
<KMS_data id="myField" type="HTML" viewer="service tech~!~another vg"/>
If you apply the viewer attribute to a section, then all fields within the section are affected. If you apply the viewer attribute to an individual field, it affects only that field. This allows you to easily hide entire sections by declaring it on the section.
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Special objects
The following items are special objects: KMS_cti: This object manages category, type, and item fields. Solutions can contain more than one KMS_cti object, but all objects used must have a matching definition in the configuration file.
<KMS_cti id="CTI"/> <KMS_cti id="CTI2"/>
KMS_attachments: This object manages attachments in the document editor and displays attachments in the document viewer. KMS_visibility_groups: This object declares visibility groups. It allows the user to define visibility groups for solutions.
<KMS_data id="KMS_visibility_groups"/>
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Document template construction (with data)

The section describes how a solution with data is constructed. A document that contains data is essentially the same as a template, but it contains data within the element tags. General rules The following rules apply to all document templates.
1 The XML declaration must contain an encoding declaration of windows-1252.
<?xml version="1.0" encoding="windows-1252?>
2 All data within a KMS_ data element of type HTML must be enclosed within a
CDATA tag. The text within the CDATA tag can contain standard HTML.
<KMS_data id="problem" type="HTML"><![CDATA[This is my text, and this item is <b>bold</b>]]></KMS_data>
3 All data within a KMS_ data element of type text must not contain any HTML. It
must be plain text.

4 All dates stored in a date field must be in the format mm/dd/yyyy hh:mm:ss or
mm/dd/yyyy. Element rules The following rules apply to document template elements.
1 BMC Remedy Knowledge Management adds the KMS_Indexing section to
solutions as they are created and saved. This is used by Hummingbird SearchServer when parsing solution data. If you create solutions manually, you must add this section to your template so the solution is parsed correctly. Add the section at the bottom of the document, just before the closing KMS_doc tag:
<KMS_indexing> <xKMS_catlist>~category value~type value~item value~</xKMS_catlist> <xKMS_type>Draft</xKMS_type> </KMS_indexing> </KMS_doc>
2 The KMS_indexing section contains the following elements:
xKMS_catlist: This element contains the same information that is contained in the KMS_cti element, but in another form. If you define more than one category, separate the definitions with a space. xKMS_type: This element should contain either Draft or Published, to indicate that the solution is still in the workflow or has been published. Field rules The following rules apply to fields in the KMS_data element.
1 For the KMS_visibility_groups field (in the KMS_data element), add each visibility
group for the document and separate the group names by ~!~:
<KMS_data id="KMS_visibility_groups">Internal~!~Self-Help</KMS_data>
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2 The document ID field must be unique. BMC Remedy Knowledge Management
automatically generates a numeric document ID. Solutions created outside of BMC Remedy Knowledge Management should have a document ID within a defined numeric range that is not within the same range used by BMC Remedy Knowledge Management. The document file name must be the document ID number with an XML extension (1009.xml).
3 If you create a published solution, the KMS_status should be changed to
KMSPublish:
<KMS_data name=Status: id="KMS_status"> KMSPublish </KMS_data>
This is a special status that tells BMC Remedy Knowledge Management the solution is published. Special objects The following rules apply to special objects.
1 A KMS_cti object can contain one or more category elements of the following form:
<category category="" type="" item="" primary=""/>
The category attribute should contain a value for the category. The type attribute should contain a value for the type. The item attribute should contain a value for the item. Only the parent attribute is required. For example, the item attribute can be blank as long as the parent attribute (category) is defined.
2 The values in the category attributes must correspond to the category information
as defined in the configuration file. Otherwise, the category values cannot be edited because they do not correspond to the data supplied by the KMS_cti element.
3 The primary attribute defines which category item is the default or primary
category that is selected when a solution is marked as used. It should be set to true if you define only one category element. It must also be set to true on only one category element if multiple elements are defined. It should be set to false to all other category elements.
<KMS_cti id="CTI"> <category category="My Category" type="My Type item="My Item" primary="true" /> <category category="Another Category" type="Another Type item="Another Item" primary="false" /> </KMS_cti>
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Creating themes
Creating themes
BMC Remedy Knowledge Management uses cascading style sheets and prebuilt images when it displays the user interface. You can modify the theme files to create your own look and feel and, use your own image files. The default theme is in the <installation path>\kms_conf\themes\default\ folder. When you have BMC Remedy Knowledge Management up and operational, you can change the user interface appearance by creating a new theme.
To create a new theme

1 Copy the default folder to a new folder under the \kms_conf\themes\ folder. 2 Modify the .css and image files to suit your environment. 3 Set the new theme name in the Appearance section of the configuration file.
For more information, see Chapter 5, Configuring options in the configuration file.
Extending the editor and viewer

When planning your implementation, you might also consider extending the functionality of the document editor and viewer. You can do this with your own custom XSL code. To extend the viewer or editor functionality, write extensions using standard XSL. The following rules apply:
1 You must create a standard XSL style sheet. The root element of the document
must always be the standard <xsl:stylesheet/> element.

<xsl:stylesheet xmlns:xsl="http://www.w3.org/1999/XSL/Transform" version="1.0" xmlns:xalan="http://xml.apache.org/xalan" exclude-resultprefixes="xalan" xmlns:kms="kms.CommonXSL"> <xsl:output method="html"/> custom code goes here </xsl:stylesheet>
2 Each custom control (or code) to be added to the viewer or editor must be declared
in an XSL template.
<xsl:template name="MyCustomObject"/>
The name attribute declares the name of the object as used by the BMC Remedy Knowledge Management templates. You can declare an unlimited number of templates in the XSL file.
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3 Anything contained within the template applies equally to both the viewer and
editor for that template type. If a difference in the code exists between the editor and viewer, then you must add a condition (see the sample code that follows). You can test whether the code is being applied to the editor or viewer by setting the variable accessType to either editor or viewer. If you need an else if scenario, then you must use the <xsl:choose/> element.
4 Included JavaScript should be enclosed in the <xsl:text/> element. 5 Use a custom field if your code needs to save data to the document for functional
purposes or for display. The sample_custom code creates a custom field, HCI_set, in the KMS_hiddenData section of the solution template. The JavaScript can get and put values into this hidden field.
6 BMC Remedy Knowledge Management provides hook functions so that custom
code can be executed when a document is opened or saved (in the editor). For example, if you add a function named hookInit(), the code is executed when the document is opened in either the editor or viewer. If you create a function named hookSave(), the function is called when a document is saved or promoted in the editor.
Sample custom code

The following sample code provides a custom control in the form of a check box that appears at the top of the editor. When selected, it turns on or off a header message in the solution indicating that the contents are HIGHLY CONFIDENTIAL. If it is turned on and the document is saved, the header appears in the solution when it is viewed. The check box appears only in the document editor.
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Extending the editor and viewer
Sample_Custom.XSL
<xsl:stylesheet xmlns:xsl="http://www.w3.org/1999/XSL/Transform" version="1.0" xmlns:xalan="http://xml.apache.org/xalan" exclude-resultprefixes="xalan" xmlns:kms="kms.CommonXSL"> <xsl:output method="html"/> <xsl:template name="HighConfidential"> <div id="HCI" style="color:red; border:3px solid red; padding:20px; display:none" align="center"> <b>This is HIGHLY CONFIDENTIAL information. It is for your eyes only and must not be shared with the customer in any form or fashion.</b> </div> <xsl:if test="$accessType='editor'"><input type="checkbox" name="C1" id="C1" value="ON" onclick="showit()"/> Mark as HIGHLY CONFIDENTIAL<br/></xsl:if><br/> <script> <xsl:text> function showit(){ if (document.getElementById("C1")){ if (The_Form.C1.checked) The_Form.HCI_set.value="1"; else The_Form.HCI_set.value=""; } if (The_Form.HCI_set.value=="1") document.getElementById("HCI").style.display="block"; else document.getElementById("HCI").style.display="none"; } function setShowit(){ if (document.getElementById("C1")){ if (The_Form.HCI_set.value=="1") The_Form.C1.checked=1; else The_Form.C1.checked=0; } } function hookInit() setShowit(); showit(); } </xsl:text> </script> </xsl:template> </xsl:stylesheet>
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Declaring custom control in the templates

The following example shows the items that must be added to a Problem Solution template to use the custom control. The following template rules apply:
1 The XSL file must be located in the \kms_data\templates\custom\ folder. 2 You must add an attribute named include in the KMS_doc element. Its value
must be the name of the XSL file that contains the template.
3 You must add a KMS_custom element at the location where the custom control
should appear. The ID should be the template name as specified in the custom XSL. The KMS_custom element can use the following standard attributes: name: to label the custom control. viewer and editor: to define if the control is visible in the editor or viewer. visible: to define specific visibility groups.
4 In this example, data must be saved with the document to indicate if the HIGHLY
CONFIDENTIAL message should be displayed. This is done by adding a custom field named HCI_set (<KMS_data id=HCI_set/>) to the hidden data section. The JavaScript can read and write to this field.
Custom control sample

<?xml version="1.0"?> <!DOCTYPE KMS_doc [ <!ATTLIST KMS_data id ID #REQUIRED> ]> <KMS_doc title="Problem Solution" template="ProbSol_Template" version="1.1" created="09/25/2005" author="KMXperts" xmlns:KMS="http://kmxperts/KMS" include="sample_custom.xsl"> <KMS_custom id="HighConfidential"/> <KMS_section name="Title"> KMS_data id="KMS_title"/> </KMS_section> <KMS_section name="Problem"> KMS_data id="problem" type="HTML"/> </KMS_section> <KMS_section name="Solution"> <KMS_data id="solution" type="HTML"/> </KMS_section> <KMS_section name="Categories"> <KMS_cti id="CTI"/> </KMS_section> <KMS_section name="Visibility Groups"> <KMS_data id="KMS_visibility_groups"/> </KMS_section> <KMS_dataSection name="Details" viewer="false"> <KMS_data id="KMS_documentId" name="Document ID:" /> <KMS_data id="KMS_template" name="Document Type:" /> <KMS_data id="KMS_author" name="Author:"/> <KMS_data id="KMS_status" name="Status:"/> <KMS_data id="KMS_prevStatus" name="Previous Status:"/> <KMS_data id="KMS_reviewDate" name="Review Date:" type="date" edit="true"/>
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Retrieving XML data
<KMS_data id="KMS_creationDate" name="Created:" /> <KMS_data id="KMS_lastModifiedDate" name="Last Modified:" /> <KMS_data id="KMS_keyWords" name="Keywords:" edit="true" /> </KMS_dataSection> <KMS_section name="Authoring Notes" viewer="false"> <KMS_data id="notes" type="HTML"/> </KMS_section> <KMS_section name="Attachments" editor="false"> <KMS_attachments name="Attachments"/> </KMS_section> <KMS_tabSection> <KMS_tab id="t1" name="Attachments"> <KMS_attachments /> </KMS_tab> <KMS_tab id="t2" name="Update Requests"> <KMS_updaterequests id="urqs" /> </KMS_tab> <KMS_tab id="t3" name="History"> <KMS_history id="history" /> </KMS_tab> </KMS_tabSection> <KMS_feedback editor="false" name="Feedback"> <KMS_rating/> <KMS_comment/> <KMS_changereq/> </KMS_feedback> <KMS_hiddenData> <KMS_data id="KMS_assigned"/> <KMS_data id="KMS_prevAssigned"/> <KMS_data id="HCI_set"/> </KMS_hiddenData>
TIP
To troubleshoot BMC Remedy Knowledge Management functionality, remove the custom control from the template and verify normal behavior resumes. If normal behavior resumes, your custom code is likely to contain errors.
Retrieving XML data

You can configure BMC Remedy Knowledge Management to use XML data retrieval to display knowledge base solutions. The process starts with a URL request for data, and ends when a solution is displayed in XML format, rather than HTML. When you use XML data retrieval, solutions are never retrieved directly by a user. The BMC Remedy Knowledge Management server retrieves the solution and passes on data based on the requesting users' visibility group. A user can see only solutions and fields within solutions for their visibility group.
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To configure XML data retrieval, you must set up multiple self-help groups that represent the various divisions of knowledge. Your system determines which visibility group a user is assigned to, and then sends the request to BMC Remedy Knowledge Management to process and return the XML data. You can render that data (most likely through XSL within your page) for the user. Solutions are never retrieved directly by a user. The BMC Remedy Knowledge Management server retrieves the solution and passes on data that is relevant to the users' visibility group. A user can see only solution documents for which they have group permissions (visibility groups) and only fields within the document for which they have group permissions. The following diagram illustrates this process.
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Chapter
Configuring options in the configuration settings screen

This section describes how to configure BMC Remedy Knowledge Management using the options in the configuration settings screen. The following topics are provided: Configuration settings overview (page 62) Accessing the configuration settings screen (page 63) Modifying configuration parameters (page 64)
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Configuration settings overview

The BMC Remedy Knowledge Management application includes a configuration settings screen where you can define system configuration parameters such as database settings, authentication settings, and system file paths. Configuration parameters are set during product installation and can be modified at any time. The configuration settings screen is a user-friendly interface that enables you to change those configuration parameters easily. Most system configuration parameters can be changed from the configuration settings screen. Those parameters that cant be changed from this screen can be changed by editing the configuration file, kms_config.xml. For more information about editing the configuration file, see Chapter 5, Configuring options in the configuration file. From the configuration settings screen, you can change the following parameters: General: Log information and server settings. Database: Database connection limits and login information. Hummingbird SearchServer: Connection parameters for the Hummingbird SearchServer search engine. Authentication: Authentication method. Remedy settings: AR System server information. File paths: Paths to the configuration, solution, and themes files. Search results: Enable or disable optional search features; factor usage into solution ranking and enable search summaries and excerpts. Notifications: Email settings for sending notification email messages. Load balancing: Enable or disable load balancing. System Configuration Password: Change the knowledge management system configuration password.
NOTE
BMC Software recommends using the configuration settings screen whenever possible to change your configuration settings.
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Accessing the configuration settings screen
Accessing the configuration settings screen

You must be a system administrator to access the configuration settings screen. When you enter the configuration settings screen, you are prompted for the configuration settings screen password, which was set during the installation of BMC Remedy Knowledge Management.
To access configuration settings

1 Start BMC Remedy Knowledge Management and log in with your user name and
password.
2 Click Settings.
The Settings window appears with Personal Settings and System Settings options.
3 Click System Settings. 4 Click the System tab.
The System Configuration button appears.

5 Click System Configuration.
The system password prompt appears.

6 Enter the configuration settings password and click Login.
The configuration settings screen appears.

7 Click an option to open the configuration screen for that option. For example, to
configure the database settings, click Database connection settings. The configuration screen for that option appears.
8 Make your configuration changes and click Save. To cancel your changes, click
Revert.
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Modifying configuration parameters

This section describes each configuration screen and the options available for you to change. After you make changes, you can click Save to save your changes or click Revert to keep the current settings. Your changes are effective immediately.
General settings
The following options are available on the general settings screen: Log level: Specifies how much information should be logged to the log file. Use the drop-down list to choose from the following options: None Errors Warnings Debug Template URL: The main template that defines how the BMC Remedy Knowledge Management looks. By default, this value is set to Internal. File browser enabled: Turns on and off browser support for the configuration file. When selected, you can open the configuration file, kms_config.xml, from your browser. Session timeout: Defines the number of minutes your session can be inactive before your session is expired. The default is 30 minutes. Cookies: Defines the type of cookies BMC Remedy Knowledge Management should use. Use the drop-down list to choose from the following options: Do not use Per session Permanent Default review date: Defines the number of days until a solution should be reviewed. The default is 365 days. Server name: Specifies the name of your AR System server. HTTP port: Specifies the port number. By default, this is port 8080. HTTPS port: Specifies the secure port number. By default, this is port 8443.
NOTE
Excessive logging increases system overhead. Change the log level setting only to debug application problems of if you are directed to by BMC Software.
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Database connection settings

The following options are available on the database connection settings screen: Type: The type of database management system. Use the drop-down list to choose from SQL Server, Oracle, Sybase, or MySQL. Driver: The name of the database driver. This setting is dependent on your database type. URL: The name of the URL for the database. This setting is dependent on your database type. Active: Connection parameter that specifies the number of active sessions. By default, this number is set to 75. Max idle: Connection parameter that specifies the maximum number of idle sessions allowed. By default, this number is set to 25. Min idle: Connection parameter that specifies the minimum number of idle sessions allowed. By default, this number is set to 0. DB/Schema: The name of the BMC Remedy Knowledge Management database. By default, the name is rkm. User: The user account for the knowledge management database (rkm), that the BMC Remedy Knowledge Management system uses. For example, RKMAdmin. Password: The password for the BMC Remedy Knowledge Management database user account.
Hummingbird SearchServer connection settings

The following options are available on the Hummingbird SearchServer connection settings screen: URL: The name of the URL for the Hummingbird SearchServer search engine. This value should not be changed. Properties file: The name of the configuration file used by Hummingbird SearchServer. By default, the file name is ssjdbc.properties. This value should not be changed. Active: Connection parameter that specifies the number of active sessions. By default, this number is set to 1. Max idle: Connection parameter that specifies the maximum number of idle sessions allowed. By default, this number is set to 1. Min idle: Connection parameter that specifies the minimum number of idle sessions allowed. By default, this number is set to 0.
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Authentication settings
The following option is available on the authentication settings screen: Mode: The type of authentication used. Use the drop-down list to choose from the following options: Remedy: User must be defined in AR System to gain access to BMC Remedy Knowledge Management. Internal: User must be defined in the BMC Remedy Knowledge Management database. None: The user is not prompted for a password when logging in to the system.
Remedy settings
The following options are available on the remedy settings screen: Server: The name of the AR System server. Port: The port used by the AR System server. User: The default user for AR System. For example, Demo. Password: The password for the default user for AR System. Use full names: Select this option if you want to use the full AR System user name when authoring solutions, instead of the AR System login name. This option is valid only if authentication is set to Remedy. Store simplified documents in Remedy: Select this option if you want to save a copy of each solution in a simple text format in the Field Data field on the KMS:Authoring_KMDocument form. This is only used if you want to store solutions in AR System. Store full documents in Remedy: Select this option if you want to save a copy of each solution in its original format as an attachment to the KMS:Authoring_KMDocument form. This is only used if you want to store solutions in AR System.
WARNING
If you change the Use full names option after solutions have been authored, you are effectively changing the identity of the user.
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File paths
The following options are available on the file paths screen: Config Home: The path to the configuration file, kms_config.xml. Data Home: The path to the BMC Remedy Knowledge Management data folder. Themes: The path to BMC Remedy Knowledge Management themes folder. Password: The password for the default user for AR System. Relative to data home: Select this option if the paths are relative to the data home folder. This option is selected by default.
Search results
Use the options on the search results screen to enable or disable optional search features. The following options are available on the search settings screen: Factor usage into search summary ranking: Select this option if you want solution usage to be included in the solution ranking score. By default, this option is turned off. Enable search result summaries and excerpts: Select this option if you want to enable search result summaries and search excerpts. By default, this option is turned off. For more information about these features, see Ranking solutions by usage on page 128 and Using the search summary option on page 129.
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Notifications
Use the email notifications screen to configure email parameters only if you are using email notifications. The following options are available on the notification email settings screen: From Address Name: Name of the user who sends the email notification. Address: Email address of the user who sends the email notification. Send Frequency: The number of milliseconds BMC Remedy Knowledge Management waits before checking for email to send. Log debug information: Select this check box if you want to log debugging information. This can be useful for troubleshooting email problems. Send Account Protocol: Type of protocol used for sending email notifications. SMTP is the only supported protocol. Server: Name of the host that sends the email notification. Port: Port number of the host that sends the email notification. User: The user name for authenticating to the sending mail server. Password: The password for authenticating to the sending mail server. Receive Account Perform a receive before send: Select this check box if your server requires that your receive an email before you send one. Protocol: Type of protocol used for receiving email notifications. POP3 is the only supported protocol. Server: Name of the host that receives the email notification. Port: Port number of the host that receives the email notification. User: The user name for authenticating to the receiving mail server. Password: The password for authenticating to the receiving mail server.
Load balancing
The following option is available on the load balancing screen: Enable load balancing: Select this check box to turn load balancing on or off. By default, load balancing is turned off.
System configuration password

Use the system configuration password screen to change the configuration password. You must enter the old password and the new password.
Chapter
Configuring options in the configuration file

This section describes how to configure BMC Remedy Knowledge Management using the options in the configuration file. The following topics are provided: Configuration file overview (page 70) RKM_boot (page 73) RKM_global (page 82) DateFormat element (page 85) Appearance element (page 86) Categories element (page 86) Indexing element (page 88) FilePaths element (page 90) Email_templates element (page 91) DocumentTemplates element (page 91) Workflow element (page 92) Queries element (page 93) EventTypes element (page 97) Reports element (page 98)
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Configuration file overview

The BMC Remedy Knowledge Management configuration file, KMS_config.xml, contains options and variables that you can modify to customize your implementation of BMC Remedy Knowledge Management. The file is located in the <installation path>\data\kms_conf\ folder. The configuration file is based on XML, and is defined with elements and attributes just as standard XML code. It is divided into sections where you define the following criteria: System settings that include authentication mode, ports, and path names. Application settings, such as categorization type and templates. Optional features, such as email notifications. BMC Remedy Knowledge Management provides default values in the configuration file that enable you to get your system up and running. After you have confirmed your system is operational, you can modify the configuration file to suit your needs. In most cases, you can use the Configurations settings screen in the user interface to make configuration changes, rather than editing the configuration file. BMC Software recommends that you use the Configuration settings screen to update your configuration whenever possible. This section on manual configuration is provided for reference and for those instances where you must edit the configuration file directly. Before you configure your system, read Chapter 3, Planning your implementation.
Editing the configuration file

You can modify the configuration file from the user interface if you have sufficient privileges to access the configuration file.
To edit the configuration file

password.
2 Click Settings.
3 Click System Settings. 4 Click Files. 5 From the file list, click the KMS_config.xml file.
The configuration file opens in edit mode.
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Configuration file overview
6 Make the necessary changes and click Save Changes. 7 Restart the application server to implement your changes.
NOTE
Although you can modify the configuration file using any standard editor, BMC Software recommends using the user interface because it provides the required access rights to modify the file.
Configuration options table

The following table provides a brief overview of the sections of the configuration file and the available elements and child elements.
Section RKM_boot Element application Description Defines system settings, such as log level detail, server name, and database type. In this section, you can also enable the load balancing feature. Settings in this section are rarely modified. Defines the type of authentication you are using. Identifies the ports used by the BMC Remedy Knowledge Management application. Defines email settings (such as the SMTP server name) that are necessary if you are implementing email notifications (optional). Defines the number of minutes BMC Remedy Knowledge Management waits before timing out a user session due to inactivity. Specifies when solution content should be reviewed. The default is 365 days from the solution creation date. Defines whether you are saving a copy of your knowledge base solutions in AR System. Indicates where the system file information is stored, such as themes, log files, and configuration files. Defines the JDBC driver used to communicate with the search engine, Hummingbird SearchServer. This should not be changed. Defines the database schema and the driver used to communicate with your database. This is specific to your database type. Identifies language support. Currently, this is a placeholder and is reserved for future use.
authentication ports email
session
reviewDate
remedy systemFilePaths
searchEngine
database
i18n
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Section RKM_global
Element security
Description Defines the access control groups in your system. This is set in the user interface and should not be modified in the configuration file. Defines the visibility groups in your system. This is set in the user interface and should not be modified in the configuration file. Enables the following search options: ranking by usage search summary
visibility_groups
search
dateFormat appearance
day_month theme
Defines the date format. Defines the style sheet files used in your system. You can create your own style sheets to customize the application look and feel. Defines the categorization label that is displayed in the user interface. This setting also defines your categories by using a category file. Defines the tables to be indexed. These tables display on the Indexing tab of the user interface. By default, the general, dictionary, attachments, documents, and news_flashes tables are indexed. This is also the section where you define external sources to be indexed.
categories
cti
indexing
table
filePaths
<file type>
Specifies the relative or absolute path name for various system files, such as indexes, attachments, and templates. Specifies the template name used for processing email notifications. The templates are XML files that can be customized for your environment. Defines the document template name and associated XML file. BMC Remedy Knowledge Management supplies the How To, Problem/ Solution, Error Message, Reference, and Decision Tree templates. You can also assign a visibility group to a template. Defines the document workflow steps if you use BMC Remedy Knowledge Management to define your workflow. Defines how your result lists display in the BMC Remedy Knowledge Management user interface. You can specify which columns to display, sort order, and alignment.
email_templates
<template name>
document Templates
<template name>
workflow
status
queries
query
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RKM_boot
Section eventTypes
Element event
Description Defines the event types associated with solutions in your system, such as Viewed, Used, and Printed. Defines the reports in your system.
reports
report
RKM_boot
In the RKM_boot section of the configuration file, you define general system options for BMC Remedy Knowledge Management operation, such as authentication mode, ports, email settings, and system file paths. The RKM_boot section contains the following parent and child elements: application authentication ports email (from, transport, store) session reviewDate remedy systemFilePaths (log and theme) searchEngine database i18n locale
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Application element
The application element identifies the BMC Remedy Knowledge Management debug and log levels, default theme, knowledge management server, and database type and enables the load balancing feature. These values normally do not need to be modified, or they are modified in the user interface. The application element also has several child elements.
Attribute db Description Defines the database type you are using. This setting is optional. Values Blank (default) Sybase MSSQL Oracle MySQL True False True (default) False 1: Warnings (default) 2: Errors 3: Debug messages False (default) True False (default) True Remedy
debug files
Internal flag used by BMC Technical Support. Specifies if browser support is enabled for opening the configuration file from System Settings. Specifies how much information should be logged to the log file. Change this value only if instructed by BMC Software. Specifies if load balancing is enabled or disabled. Specifies if multi-tenancy is enabled or disabled. If this value is set to Remedy, BMC Remedy Knowledge Management uses the multi-tenancy setting as defined by AR System. Defines the name of server that contains the knowledge solutions. This setting is necessary only when using email notifications. Reserved
log_level
load-balance multi-tenancy
server
<server name> Blank (default)
template
Future use
Example
<RKM_boot> <application debug="false" log_level="3" load-balance=true template="" server="" db="" files=true multi-tenancy=false> </RKM_boot>
IMPORTANT
Excessive logging increases system overhead. Change the log level setting only to debug application problems or if you are directed to by BMC Software.
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RKM_boot
Authentication element
The authentication element is a child of the application element. It identifies the type of security you use when users access the BMC Remedy Knowledge Management application. If you are integrating with ITSM, you should use Remedy authentication. If you are using BMC Remedy Knowledge Management in a stand-alone environment, you should use Internal authentication. By default, the installation program sets this value at None for initial startup, so you can configure your system without authenticating. Change this value when your system is operational.
Attribute fullName Description When set to true, it indicates the full AR System user name should be used when authoring solutions, instead of the Remedy login name. When set to false, the user login name is used when authoring solutions. This setting is only used if Authentication type is Remedy. AR System administrator password. This setting is required if authentication is set to Remedy. AR System server name. Defines type of authentication being used. Values True (default) False
pwd
Blank (default)
server type
Blank (default) <server name> None: User is not prompted for a password when logging in to the system. (default) Remedy: User must be defined in AR System to gain entry to BMC Remedy Knowledge Management. Internal: User must be defined in the BMC Remedy Knowledge Management database to gain entry to the system. Blank (default)
user
AR System administrator user name. This setting is required if authentication is set to Remedy.
WARNING
If you change the fullName attribute after solutions have been authored, you are effectively changing the identity of the user.
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Example
<application ... > <authentication type="Remedy" server="localhost" user="Demo" pwd="" fullName="true"> </application>
Ports element
The ports element is a child of the application element. It identifies the ports BMC Remedy Knowledge Management uses. You can specify the unsecure port, secure port, or both. When you specify only an unsecured port, BMC Remedy Knowledge Management does not implement security checking at any time. When you specify only a secured port, BMC Remedy Knowledge Management performs a security check at every page request. When you use a combination of secure and unsecure ports, BMC Remedy Knowledge Management enters secure mode only at login time. This is the default and preferred method of security.
Attribute unsecure and secure Description Identifies the type of ports BMC Remedy Knowledge Management uses and the port numbers. You can specify completely unsecure ports, a combination of secure and unsecure, or completely secure. Values unsecure=8080 secure=8443
Example
<application ... > <ports unsecure=8080 secure=8443> </application>
IMPORTANT
Running in pure secure mode is resource intensive and can make your system perform slower.
Email element
The Email element is a child of the application element. It identifies options BMC Remedy Knowledge Management uses when sending email notifications. It contains three child elements: from, transport, and store.
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RKM_boot
Email notifications can be sent when solutions are assigned to users or when solutions are promoted or demoted in the workflow. This section is optional and is required only if you are using email notifications. If you do not use email notifications, set the transport and store username and password values to blank.
Attribute debug delay-interval Description Internal flag used by BMC Technical Support. Number of milliseconds BMC Remedy Knowledge Management waits before checking for email to send. Identifies whether authentication is required before sending email. Set to true if authentication is required. Email address of the user who sends the email notification. Display name of user who sends the email notification. Type of protocol used for sending email notifications. This setting is optional. SMTP is the only supported protocol. Name of the host that sends email notification. This setting is required. Port number of the host that sends the email. This setting is optional. User name for authenticating to the sending mail server. This setting is required. Password for authenticating to the sending mail server. This setting is optional. Type of protocol used for receiving email notifications. This setting is optional. Name of host that receives email notification. This setting is optional. Port number of the host that receives email. This setting is optional. User name for authenticating to the receiving mail server. This setting is required. Password for authenticating to the receiving mail server. This setting is optional. Values False (default) True 10000 (default) <any numeric value> True (default) False Blank (default) <valid email address> <any user name> SMTP (default) Blank
pop-before-smtp
from address from name transport prototocl
transport host transport port transport username transport password store protocol
Blank (default) <name of host> 25 (default) <port number> Blank (default) <user name> Blank (default) <password> POP3 (default) Blank Blank (default) <name of host> 110 (default) <port number> Blank (default) <user name> Blank (default) <password>
store host store port store username
store password
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Example
<application ... > <email pop-before-smtp="false" delay-interval="10000" debug="false"> <from name="RKM Event Notification" address="Notifier@MyCo.com" > <transport protocol="smtp" host="hostname.net" port="25" username="myusername" password="mypassword"> <store protocol="pop3" host="hostname.net" port="110" username="myusername" password="mypassword"> </email> </application>
Session element
The session element is a child of the application element. It defines how long your session can be inactive before BMC Remedy Knowledge Management logs you out. The value is specified in minutes. A value of 0 turns off session timeout.
Attribute timeout Description Number of minutes your session can be inactive before your session is expired. Values 30 (default) <any numeric value>
Example
<application ... > <session timeout=30"> </application>
ReviewDate element
The reviewDate element is a child of the application element. It identifies the default time period for when solutions in your knowledge base should be reviewed. The value is specified in days.
Attribute default Description Number of days until the solution should be reviewed. Values 365 (default) <any numeric value>
Example
<application ... > <reviewDate default="365"> </application>
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RKM_boot
Remedy element
The Remedy element is a child of the application element. When integrated with ITSM, this attribute indicates how to save solution information within AR System.
Attribute fulldoc Description When set to true, this tells BMC Values False (default) True
Remedy Knowledge Management

to save a full copy of the original solution as an attachment to the form: KMS:Authoring_KMDocument. simpledoc When set to true, this tells BMC
Remedy Knowledge Management

to save a copy of each solution in a simple text version in the Field Data field on the following form: KMS:Authoring_KMDocument.
False (default) True
Example
<application ... > <remedy fullDoc=false simpleDoc=false/> </application >
SystemFilePaths element
The systemFilePaths element is a child of the application element. It specifies the full path name for the BMC Remedy Knowledge Management configuration files, data files, log files, and theme files. Its two child elements are log and themes.
Attribute configHomeDir Description Specifies the path to the BMC Remedy Knowledge Management configuration files. This value is initially set by the installation program. If this option is not present, it defaults to the bootConfigurationDir in the RKM_Context.xml file. Specifies the path to the BMC Remedy Knowledge Management data files. This value is initially set by the installation program. If this option is not present, it defaults to the configHomeDir option. Values <configuration files path>
dataHomeDir
<data files path>
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Attribute log type
Description Specifies the path to the BMC Remedy Knowledge Management log files and also indicates whether the path is relative or absolute. Specifies the path to the BMC Remedy Knowledge Management themes files and also indicates whether the path is relative or absolute.
Values <path type and name> Relative/kms_data/ log/ (default) <path type and name> Relative/kms_conf/ themes/ (default)
themes type
Example
<application ... > <systemFilePaths configHomeDir="c:\kme" dataHomeDir="c:/kme"> <log type="relative">/kms_data/log/> <themes type="relative">/kms_conf/themes/> </systemFilePaths> </application>
SearchEngine element
The searchEngine element defines the search engine used with BMC Remedy Knowledge Management. Currently, Hummingbird SearchServer is the only supported search engine. Do not change the values in this section unless directed by BMC Software Technical Support.
Attribute driver url Description The name of the search engine driver. The name of the URL for the search engine. For Hummingbird SearchServer, this value is blank. The administrator user name of the search engine. For Hummingbird SearchServer, this value is left blank. The administrator password of the search engine. For Hummingbird SearchServer, this value is left blank. Identifies connection parameters, such as initial and max-active. These parameters should not be modified. Values
jdbc.searchserver. SSDriver (default) jdbc:searchserver: SearchServer_5.4
user
Blank (default) <user name> Blank (default) <password> initial=0 max-active=1 max-idle=1 min-idle=0
password
connection parameters
Example
<RKM_boot> <searchEngine driver="jdbc.searchserver.SSDriver" url="jdbc:searchserver:SearchServer_5.4" user="" password="" initial="0" max-active="1" max-idle="1" min-idle="0"/> </RKM_boot>
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Database element
The database element identifies the name of the database driver, its URL, the database schema level, and the database administrator user name and password. All of these settings are database dependent and must be changed for your environment.
Attribute driver Description The name of the database driver. This setting is dependent on your database type. The name of the URL for the database. This setting is dependent on your database type. The administrator user name of the database. The administrator password of the database. The database schema level. Identifies connection parameters, such as initial and max-active. These parameters should not be modified. Values
com.microsoft.jdbc. sqlserver.SQLServer Driver (default)
<database driver name> url Blank (default) <database url> Blank (default) <user name> Blank (default) <password> 3 (default) <any valid level> initial=0 max-active=1 max-idle=1 min-idle=0
user password schema connection parameters
Example
<RKM_boot> <database driver="com.mysql.jdbc.Driver" url="jdbc:mysql://localhost/ rkm" user="root" password="password" initial="0" max-active="1" maxidle="1" min-idle="0" /> </RKM_boot>
i18n element
The i18n element applies to language support. You set the default attribute to assign the default language and set the enabled attribute to turn on language support. The i18n element has one child element, which is locale.
Attribute default Description Defines the default language. Values en (default) <ISO639 Language Code (en, fr, es, de)> False (default) True
enabled
Specifies whether language support is turned on or off.
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Locale element
The locale element is a child of the i18n element. It defines the languages that are available.
Attribute enabled Description Defines other languages used. Values False (default) True
Example
<RKM_boot> <i18n default="en" enabled="false"> <locale enabled="true">en</locale> <locale enabled="true">fr</locale> <locale enabled="true">es</locale> <locale enabled="true">de</locale> </i18n> </RKM_boot>
RKM_global
In the RKM_global section of the configuration file, security parameters, such as access control groups and visibility groups, are defined. The parameters in this section are typically defined with the System Settings tool of the user interface and not by editing the configuration file. For more information, see Chapter 6, Managing your system with the System Settings tool. The RKM_global section contains the following parent and child elements: security acg (rights, visibility) visibility_groups group search
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RKM_global
Security element
The security element defines access control groups, rights, and visibilities. It has one child element, acg. BMC Remedy Knowledge Management provides five default access control groups with varying combinations of the following privileges: ath_asw: Add word to spell checker. ath_cre: Create solutions ath_del: Delete solutions ath_edd: Edit draft solutions ath_edp: Edit published solutions ath_sur: Submit update requests nfs_cre: Create or Edit news flashes nfs_del: Delete news flashes set_sys: Modify system settings set_usr: Modify personal settings wrk_aow: Assign ownership of solutions wrk_pro: Promote or Demote solutions wrk_prt: Promote to or Demote to solutions wrk_pub: Publish solutions wrk_ret: Retire solutions wrk_tow: Take ownership of solutions vew_eml: Email solutions vew_rep: View reports vew_sln: View solutions
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acg element
The acg element defines the access control groups in BMC Remedy Knowledge Management. It has two child elements, which are rights and visibilities.
Attribute name Description Name of the BMC Remedy Knowledge Management access control group. More than one access control group can be defined. Values Defaults KMSSysAdmin KMSAdmin KMSSME KMSUser KMSSelfHelp <any name> <any valid privileges> Self-Help, Internal (default) <visibility group name>
rights visibility
Defines permissions for each access control group. Defines the visibility groups for the specified access control groups. If not specified, self-help and internal visibility groups are allowed.
Example
<RKM_global> <security> <acg name="KMSAC-KMSSysAdmin"> <rights>vew_sln vew_rep vew_eml ath_cre ath_edd ath_edp ath_scr ath_del wrk_pro wrk_prt wrk_tow wrk_aow wrk_pub wrk_ret nfs_cre nfs_del set_usr set_sys</rights> <visibility>Self-Help</visibility> </security> </RKM_global>
Visibility_groups element
The visibility_groups element contains one child element, which is group.
group element
The group element defines the visibility group name, and specifies whether that group can access self-help solutions.
Attribute name Description Defines the visibility group name. Values Internal, Self-help (default) <any names> False (default) True
self_help
Specifies if the visibility group can view self-help information.
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DateFormat element
Example
<RKM_global> <visibility_groups> <group name="Internal" self_help="false" /> </visibility_groups> </RKM_global>
Search element
The search element defines two optional search features: rank by usage and search summary. To enable these features, set the attribute to true. When you enable search summary, you can also specify the number of excerpt or summary words in the queries section of the configuration file.
Attribute allow-excerpts Description Defines if search summaries are displayed in the search results windows. Defines if the usages count parameter is used when ranking solutions. Values False (default) True False (default) True
usage-based
Example
<RKM_global> <search allow-excerpts=true usage-based=true/> </RKM_global>
DateFormat element
The dateFormat element defines the default format for the date.
Attribute day_month Description Defines the date format. This value is true or false. If true, the date format is dd/mm/yyyy. If false, the date format is mm/dd/yyyy. Values False (default) True
Example
<dateFormat day_month=false/>
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Appearance element
The appearance element defines the style sheets used for system look and feel. The theme files are a series of cascading style sheets that define how your application looks. BMC Remedy Knowledge Management supplies a default theme called kms_internal. You can create your own theme by modifying the existing .css files.
Attribute theme Description The name of your system theme. If you modify your theme, you must change this value from the default. Values kms_internal (default) <theme name>
Example
<appearance theme="kms_internal"/>
Categories element
The categories element defines the category structure for your solution documents. It has one child element named cti, which also has a child element named item.
CTI element
The CTI element describes your categorization structure, and defines from where you derive category information. If you are using BMC Remedy Knowledge Management with the stand-alone interface, your solution category names are derived from an XML file on the server. If you are using BMC Remedy Knowledge Management with the ITSM integration, your category names are derived from the KMS:SysAdmin_OutputMenu_CTI form in AR System. You can define multiple categorizations by adding a new CTI section. For example, if you are integrating with ITSM 7, you might want to define both a Product and Operational categorization structure. The CTI element has one child element, which is item.
Attribute condition Description Specifies whether the categorization structure is applicable to ITSM 6 (ar6standalone) or ITSM 7 (ar7+). Specifies the name of the XML file that lists the category information. This option is used only if Type is set to XML. Specifies the name of the AR System form used for processing category information. This option is used only if Type is set to Remedy. Values ar6- standalone ar7+ <Any name> KMS_catList.xml (default) KMS:SysAdmin_Output Menu_CTI (default) <Any form name>
file
form
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Categories element
Attribute label label_type
Description Defines how the categorization field label is displayed in the editor. Defines a label type of text or key. When set to key, it indicates the name is used as the key in the language properties file. When set to text, it indicates the name value is a literal string. Descriptive name for your categorization type. Defines from where the categorization values are derived. If set to Remedy, the authentication parameter must also be set to Remedy.
Values <Any name> Categories (default) text key (default)
name type
<Any name> CTI (default) Remedy (default) XML KMS
Example
<categories> <cti condition=ar6- standalone file=KMS_catlist.xml form=KMS:SysAdmin_OutputMenu_CTI label="Categories" label_type=key name="CTI6" type="XML" /> </categories>
Item element
The item element corresponds to the cti statement. It identifies your categorization level names and specifies the field name and type. If you have multiple cti statements, you must have corresponding item statements.
Attribute fieldID Description ID number of the AR System field from where categorization information is retrieved. Name of the AR System field from where the categorization information is retrieved. Descriptive name for your categorization type. Defines a type of text or key. When set to key, it indicates the name is used as the key in the language properties file. When set to text, it indicates the name value is a literal string. Values 200000003 (default) <Any field ID number> HPD:HelpDeskCategory (default) <Any menu name> <Any name> Category (default) key (default) text
menu
name name_type
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Example 1
<categories> <cti name="CTI" label_type=key label="Categories" type="Remedy"> <item name_type=key name="Category" menu=HPD:HelpDeskCategory fieldID=200000003> </categories>
Example 2
<cti name="Operational" label="Operational" type="Remedy" file="KMS_catList.xml" form="KMS:SysAdmin_OutputMenu_CTI"> <item name="Tier 1" menu="HPD:HelpDeskTier1" fieldID="200000003" /> <item name="Tier 2" menu="SHR:Tier2" fieldID="200000004" /> <item name="Tier 3" menu="SHR:Tier" fieldID="200000005/> </cti> <cti name="Product" label="Product" type="Remedy" file="KMS_catList.xml" form="KMS:SysAdmin_OutputMenu_CTI"> <item name="Product" menu="HPD:HelpDeskProduct" fieldID="200000022" /> <item name="Model" menu="SHR:Model" fieldID="200000023" /> <item name="Manufacturer" menu="SHR:Manufacturer" fieldID="200000024" / > </cti>
Indexing element
The indexing element defines the tables that are indexed by Hummingbird SearchServer. BMC Remedy Knowledge Management provides the following default tables and types:
Table type Documents News_flashes Attachments General Dictionary Name rkm_doc rkm_news_flashes rkm_attachment rkm_general rkm_dict Description Knowledge base solutions System news flash files Solution attachment files Other custom content Dictionary file used for spell checking
When you add a table to this section of the configuration file, BMC Remedy Knowledge Management displays it in the System Settings area of the user interface. This enables you to index the table in real time. The indexing element has one child element, which is table.
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Indexing element
Table element
The table element identifies the table type, name, and the stop file used. It has one child element, directory, which is used when indexing external sources.
Attribute name Description Defines the name of the table to be indexed by Hummingbird SearchServer. Defines the name of the stop file used. Defines the type of table to be indexed by Hummingbird SearchServer. Values <Any valid table type>
stopfile type
fultext.stp (default)
<any valid stop file name> <Any valid table type>
Example
<indexing> <table type="documents" name="rkm_doc" stopfile=fultext.stp/> <table type=news_flashes name=rkm_news_flash/> </indexing>
Directory element
The directory element identifies the path to external data sources. You must specify a directory element for each external data source you want to index.
Attribute path vg Description Defines the path to the external data source. Defines the visibility group for the external data source. You separate multiple visibility groups with ~!~. Values <Any path name> <Any valid visibility group name>
Example
<indexing> <table type="documents" name="rkm_doc" stopfile=fultext.stp/> <table type=news_flashes name=rkm_news_flash/> <directory path=c:\mydocs vg=Internal/> <directory path=d:\otherdocs vg=Internal~!~Self-Help/> </indexing>
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FilePaths element
The filePaths element contains a child element that defines the path type and name for system and knowledge base files. The following child element names can be used: docs general retired templates news attachments log themes versions dictionary Each named element contains a type attribute to specify the path type and name.
Attribute type Description Indicates the path to the specified content type and indicates whether the path is relative or absolute. Values relative/kms_data/ (default) <Path type and name>
Example
<filePaths> <docs type="relative">/kms_data/</docs> <general type="relative">/kms_data/general/</general> <retired type="relative">/kms_data/retired/</retired> <templates type="relative">/kms_data/templates/</templates> <news type="relative">/kms_data/news/</news> <attachments type="relative">/kms_data/attachments/</attachments> <log type="relative">/kms_data/log/</log> <themes type="relative">/kms_conf/themes/</themes> <versions type="relative">/kms_data/versions/</versions> <dictionary type="relative">/kms_data/dictionary/enu/</dictionary> </filePaths>
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Email_templates element
Email_templates element
The email_templates element contains a child element for each email template type. The file attribute defines the XML file name for the template. BMC Remedy Knowledge Management supplies three default email templates that can be modified for your needs. For more information, see Chapter 3, Planning your implementation.
Attribute assigned_ notification file Description Specifies the XML template file used when sending assignment email notifications. Specifies the XML template file used when sending solutions by email. Specifies the XML template file used when sending watch list email notifications. Values <Any file name>
assigned_item_ notification.xml
(default) email file watch_item_ notification file <Any file name> email.xml (default) <Any file name>
watch_item_ notification.xml
(default)
Example
<email_templates> <watch_item_notification file="watch_item_notification.xml"> <assigned_notification file="assigned_notification.xml"> <email file="email.xml"> </email_templates>
DocumentTemplates element
The documentTemplates element contains a child element named document that specifies the descriptive name of your authoring template and the corresponding XML file name. BMC Remedy Knowledge Management supplies five default template types: How to Problem solution Error message Reference Decision tree
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Document element
The document element contains the attributes to define the XML document templates.
Attribute filename Description Specifies the name of the XML template that corresponds to the authoring template. Defines the descriptive name of the authoring template. More than one template is allowed. Defines a type of text or key. When set to key, it indicates the name is used as the key in the language properties file. When set to text, it indicates the name value is a literal string. Defines the visibility groups that can create solutions of this type. The groups setting is optional and if it is not specified, all groups can access the document type. Values Supplied names (default) <Any name> Supplied names (default) <Any file name> key (default) text
name
name_type
vg
Not defined (default) <Any group name>
Example
<documentTemplates> <document name="How To" filename="HowTo_Template"> <document name="Problem Solution" filename="ProbSol_Template"> <document name="Error Message" filename="ErrorMessage_Template"> <document name="Print Errors" filename="PrintErrors_Template" groups="PrintSupport~!~Self-Help> </documentTemplates>
Workflow element
The workflow element defines the workflow steps that a solution goes through while in the authoring process. It also defines to whom solutions are assigned when they are either promoted or demoted. BMC Remedy Knowledge Management defines four default workflow steps: Step 1Draft Step 2SME Review Step 3Spelling Step 4Final Review The workflow element contains one child element, which is status.
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Queries element
Status element
The status element contains the attributes to define the workflow steps and the user to whom those workflow steps are assigned.
Attribute name_type Description Defines a type of text or key. When set to key, it indicates the name is used as the key in the language properties file. When set to text, it indicates the name value is a literal string. Defines the descriptive name of the workflow step. Defines which level to move the solution to when it is promoted. Defines which level to move the solution to when it is demoted. Defines which user to assign the solution to when it is promoted. Values text key (default)
name promote demote assign
<Any name> Supplied steps (default) <Any number> 1, 2, 3, or 4 (default) <Any number> 1, 2, 3, or 4 (default) <Any user> Unassigned (default)
Example
<workflow> <status name_type=key name="Draft" promote="2" demote="1" assign="Unassigned"> <status name_type=key name="SME Review" promote="3" demote="1" assign="Unassigned"> </workflow>
In this example, when a SME Review solution is promoted, it goes up to the next level 3 (Spelling) and is not assigned to a specific user. When a SME Review solution is demoted, it goes down to level 1 (Draft) and it is not assigned to a specific user.
Queries element
The queries element defines search result lists that are displayed in the user interface. It has a child element, query, that has two child elements, which are column and field. In the queries element, you can: Modify result lists so that different columns appear. Control display options, such as the number of solutions per page and page size. Specify the relevance method and search mode for queries. Specify the number of words to be used for search summaries (if enabled).
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Each result list has specific columns that you can display. Not all result lists have the same columns. The following table shows each query name and the column choices for that query:
Query name authoring Location page Authoring Columns catlist, title, vg, review_date, docid, type, template, creation_date, last_modified, author, keywords, status, assigned catlist, title, vg, review_date, docid, type, template, creation_date, last_modified, author, keywords, status, assigned total, doc_id, title, author, vg
browse
Browse
fud fvd news_flashes
Frequently used documents
Frequently viewed documents total, doc_id, title, author, vg Home title, news, docid, validfrom, validto, vg, kmsauthor, kmscreated title, news, docid, validfrom, validto, vg, kmsauthor, kmscreated score, catlist, title, vg, review_date, docid, type, template, creation_date, last_modified, author, keywords, status, assigned score, catlist, title, vg, review_date, docid, type, template, creation_date, last_modified, author, keywords, status, assigned score, catlist, title, vg, review_date, docid, type, template, creation_date, last_modified, author, keywords, status, assigned
news_flash_ authoring quick_search
News Flashes
Home
search
Search
xml
Custom
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Query element
The query element describes the query name, columns, and display options. You can specify the fields that should be searched during a query to the knowledge base and the emphasis or weight that is applied to that field. The default display is configured by the installation program and can be modified to suit your needs. You can also create an XML query to customize your display. The query element has two child elements, which are column and field.
Attribute name page_size sort_column sort_descending relevance mode thesaurus Description Defines the name of the query. Defines the number of results that are returned per page. Defines the default column on which to sort the information. Specifies whether to sort in descending or ascending order. Specifies the relevance ranking algorithm (if applicable). Specifies the search mode (if applicable). Specifies the name of the thesaurus to use (if any). International locales do not support a thesaurus. Specifies the number of words to be included in the solution summary (if search summary option is enabled). Specifies the number of words to be included in the words around hits summary option (if enabled). Specifies the column to display in the list. More than one column can be defined. Defines a type of text or key. When set to key, it indicates the name that is used as the key in the language properties file. When set to text, it indicates that the name value is a literal string. Defines the descriptive label for your column. Defines the width of the column as a percentage. Values <any query name> 25 (default) <any number> <any valid column name> (default) Yes (default) No F2:4 (default) F2:1, F2:2, or F2:3 And (default) Or <any valid name>
excerpt_max_wor ds excerpt_context_ words column - name
50 (default) <any number> 15 (default) <any number> <any valid column name>
column label_type
key (default) text
column - label column - width
<any column label> Blank (default) <any percentage>
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Attribute column - align
Description Defines the alignment of the column.
Values Left (default) Right Center Yes (default) No Title (default) Title or Keywords 3 (default) <any number>
column - nowrap field - name field - weight
Defines if the text in this column is to be wrapped or not. Name of the solution field that is searched. Numeric value that specifies how much emphasis to place on the field name. The higher the number, the more emphasis the field has.
Example
<queries> <query name="quick_search" page_size="25" sort_column="score" sort_descending="yes" relevance="F2:4" mode="AND"> <column name="score" label="Score" width="" align="center" nowrap="yes"/> <column name="title" label="Title" width="100%" align="" nowrap="no" /> <column name="catlist" label="Category" width="" align="" nowrap="no" /> <column name="vg" label="Visibility Groups" width="" align="" nowrap="no /> <column name="type" label="Source" width="" align="" nowrap="yes" /> <field name="title" weight="3"/> <field name="keywords" weight="3"/> </query> </queries>
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EventTypes element
EventTypes element
The eventTypes element defines the events in your system. It has one child element, which is event. You can have the following events: Viewed Used Printed Rated Search Browse Created Deleted Saved Promoted Demoted Published Assigned Released Retired News flash created News flash deleted
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Event element
The event element contains the event label, label type, and ID number.
Attribute id label Description Specifies the event ID number. Defines the label for the event type. Leave this option blank if the label is the same as the event name. Defines the type of label to assign to the event. Defines the name of the event. Values <any number> Blank (default) <any label> Key (default) <any event name>
label_type name
Example
<eventTypes> <event name=Viewed label_type=key label= id=100/> <event name=Used label_type=key label= id=101/> </eventTypes>
Reports element
The reports element lists the standard supplied BMC Remedy Knowledge Management reports. It contains a child element, report, that contains three additional child elements. If you want to build your own custom reports, you can add that information to this section. The following reports are provided: Authoring history Authoring process Published documents Search history Up for review Usage and feedback
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Reports element
Report element
The report element is a child of the reports element. It has three child elements that define the report name and type.
Attribute description text description text_type title text Description Report description. Defines the description type text for the report. Title of the report. Values <any description> key (default) text Standard Reports (default) <any name> key (default) text key (default) text
title text_type URI text_type
Defines the text type for the report. Specifies whether the URI text is used as a literal value (text) or as a key (key). For example, if this value is set to key, the text displayed is pulled from the local language file and translated as appropriate. The report description that appears in the user interface.
URI text
Standard Reports (default) <any name>
Example (standard report)

<reports> <report> <title text_type=key text=SQL_report_PublishedDocumentsTitle <description text_type=key text=SQL_report_PublishedDcoumentsDescription/> <URI text_type=key text=SQL_report_PublishedDocumentsURI/> </report> </reports>
Example (custom report)

<reports> <report> <title text_type=text text=Custom Report <description text_type=text text=This is my custom report/> <URI text_type=text text=http://localhost/myreport.htm/> </report> </reports>
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Chapter
Managing your system with the System Settings tool

This section describes how to use the System Settings tool in BMC Remedy Knowledge Management to define system security (users and groups), update the system files, and build the Hummingbird SearchServer tables. The following topics are provided: System Settings options (page 102) Accessing the System Settings tool (page 103) Defining access control groups, visibility groups, and users (page 104) Updating system files and tables (page 107)
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System Settings options

The System Settings tool provides options that enable you to manage your BMC Remedy Knowledge Management system. System administrators can open the System Settings tool from either the AR System interface or the web interface. The System Settings tool provides the following tabs: Users: Add, edit, and remove users from the rkm database. If you are integrated with ITSM, you typically add users in AR System. Adding user from the Users tab, adds the user only to the rkm database. Security: Add or remove access control groups and define the rights for those groups. Visibility Groups: Add or remove visibility groups. Remedy: Reset the AR System menu cache and user cache. BMC Remedy Knowledge Management automatically resets the cache files, however, this option is provided for those who want to force a manual update. Indexing: Build or update the Hummingbird SearchServer indexes. This tab also provides an option for you to update your solutions if required. Solutions might require an update when upgrading from a previous version. For more information, see the BMC Remedy Knowledge Management 7.2 Installation and Integration Guide. Database: Initialize the database tables to clear historical information. Files: Access the system files such as themes, templates, and the configuration file, kms.config.xml. System: Access the Configuration settings screen. You can make system configuration changes from this user interface instead of editing the configuration file directly. For more information about the Configuration settings screen, see Chapter 4, Configuring options in the configuration settings screen.
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Accessing the System Settings tool
Accessing the System Settings tool

You can access the System Settings tool from the web interface of BMC Remedy Knowledge Management or from the main Remedy Knowledge Management application in BMC Remedy User. You must have system administrator privileges to gain access to the System Settings tool.
To access the System Settings tool

1 Open BMC Remedy Knowledge Management and log in with your user name and
password.
2 Click Settings.
The Settings screen appears with the two options, Personal Settings and System Settings.
3 Click System Settings.
The System Settings screen appears.
NOTE
If you do not see both Personal Settings and System Settings, you do not have the correct privileges to access the System Settings tool. Contact your system administrator to obtain appropriate access.
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Defining access control groups, visibility groups, and users

Before you can add users to your BMC Remedy Knowledge Management system, you must define access control groups and visibility groups. The access control group defines the privileges a user has, and the visibility group defines which solutions a user has access to. You define access control groups and visibility groups in BMC Remedy Knowledge Management System Settings. When you integrate BMC Remedy Knowledge Management with ITSM, the BMC Remedy Knowledge Management access control groups can be used together with the Remedy groups. For example, you might have a group, Facilities, already defined in AR System. When you integrate BMC Remedy Knowledge Management with AR System, that group is also displayed in the System Settings tool of BMC Remedy Knowledge Management. From here, you can assign the group knowledge management privileges. When integrating with AR System, you define: Access control groups in AR System or BMC Remedy Knowledge Management System Settings. Visibility groups in BMC Remedy Knowledge Management System Settings. Users in AR System. In the System Settings tool, your list of access control groups appears on the security tab as in the following screen.
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Defining access control groups, visibility groups, and users
The group name is displayed in any of the following font types: Normal Text: This group exists in AR System but does not have knowledge management privileges associated with it. Bold Text: This group exists in AR System and has knowledge management rights associated it. Italicized: This group was created in BMC Remedy Knowledge Management and does not have an AR System group of the same name.
Adding and editing access control groups

You can add and edit access control groups from the System Settings tool.
To add an access control group

1 Open the System Settings tool. 2 Click the Security tab.
A list of access control groups appears.

3 To add a new group, click Add Group. 4 Enter the name of your new group, and click Add.
Your new group appears in the access control group list.

5 Check the box next to your new group name.
The Rights and Visibilities screen appears.

6 Check the Rights and Visibility Groups boxes to activate the corresponding
options.
7 Set the rights and visibilities for this group. After you make your selections, click
Save Changes. You can define multiple access control groups and visibilities, and segment your knowledge content based on these options. For more information, see Planning your implementation on page 31
Adding visibility groups

When you add a visibility group, you must also declare if it is a self-help group.
To add a visibility group

1 Open the System Settings tool. 2 Click the Visibility Groups tab.
A list of visibility groups appears.

3 Click Add Visibility Group.
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4 Enter the name of the group. Also check the Self Help box if the group is a self-help
group.
5 Click Add Visibility Group.
Adding users
You can add a new user to the BMC Remedy Knowledge Management database by using the System Settings tool. When you define users using this method, they reside in the rkm database and do not have access to AR System. You typically add users in the System Settings tool only if you are using BMC Remedy Knowledge Management in a stand-alone environment.
To add a user
1 Open the System Settings tool. 2 Click the Users tab. 3 Click Add User. 4 Enter the user name and click Add User.
Your new user is added to the user list, where you can edit the users settings.
Editing users
When you add a new user, that user is assigned default privileges. To change the default user settings, you must edit the user definition after you create it. When you edit a user definition, you define what access control group the user belongs to, if the user is a self-help user, and if the user is locked out or active.
To edit a user
1 Open the System Settings tool. 2 Click the Users tab.
A list of users appears.

3 Check the box next to the user name, and click Edit Selected.
The Edit Selected Users window appears. It contains the following options that can be modified for that user. Access Control Groups Self Help Only Locked Out Active
4 Click the + sign next to the option to expand the contents. 5 Make the necessary changes, and click Save Changes.
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Updating system files and tables

BMC Remedy Knowledge Management allows you to update the AR System cache files, build index tables, and initialize database tables from the System Settings tool. You can perform the following tasks: Reset AR System cache files Build Hummingbird SearchServer tables Initialize database tables Update system files
Resetting AR System cache files

BMC Remedy Knowledge Management caches certain data from AR System to maximize performance. This data includes both menu and user information that originates in AR System and that is passed to BMC Remedy Knowledge Management during normal processing. For example, BMC Remedy Knowledge Management uses the category menus in AR System in the editor and search processing. Instead of retrieving this information every time a search or edit is initiated, BMC Remedy Knowledge Management caches the information. Subsequent requests for the same menu are returned instantly from the cache instead of going to AR System to retrieve it. This is also true with user information, such as the user's full name and assigned groups. Because BMC Remedy KM caches AR System user information, it does not need to retrieve it every time it is needed. BMC Remedy Knowledge Management automatically resets the cache so it is continually updated. Therefore, if an administrator modifies categories or users in AR System, BMC Remedy KM sees those updates immediately. BMC Remedy Knowledge Management also enables you to reset the cache manually.
To reset the AR System cache

1 Open the System Settings Tool. 2 Click the Remedy tab. 3 Click Reset Menu Cache to reset the menu information. 4 Click Reset User Cache to reset the user information.
NOTE
BMC Remedy Knowledge Management resets the cache automatically. The manual method is provided for those who need to reset the cache manually to verify both systems are in sync.
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Building Hummingbird SearchServer tables

Hummingbird SearchServer is the search engine that is responsible for all indexing operations performed on the knowledge base solutions. Hummingbird SearchServer runs as a service on the server and provides real-time indexing for your knowledge base solutions. During the indexing process, Hummingbird SearchServer reads each solution in a table in the Hummingbird SearchServer engine. The resulting index includes all words in the solution, except for predefined stop words. Hummingbird SearchServer performs all searches against these indexes and the actual format, and content of solutions in BMC Remedy Knowledge Management does not change. Hummingbird SearchServer's method of searching the indexes, rather than the actual data, reduces overhead and allows for faster seek times. Hummingbird SearchServer performs indexing in real-time mode, which provides instant access to solution updates. It uses a differential index to track solution changes as they occur, and merges this differential index and the primary index. Hummingbird SearchServer performs indexing and searching independently, which means these two processes can occur simultaneously in the system. Hummingbird SearchServer indexes the following information: Attachments Dictionary Solutions General or commercial off-the-shelf (COTS) data News Flashes
NOTE
You can also rebuild any of these tables or index them manually. This might be necessary if you restored your data or added new terms to the dictionary file.
To build any or all of these tables manually

1 Open the System Settings tool. 2 Select the Indexing tab.
A list of index tables appears.

3 Select the check box for each table that you want to build. 4 Click Build Selected.
You can also choose to update the index tables by clicking Update Selected.
NOTE
The indexing tab contains an option to Update Docs. This functionality is generally required only if you upgrade from a previous version of BMC Remedy Knowledge Management and that upgrade introduces a change to the solution templates. You should only use the Update Docs button if directed to by BMC Software.
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Initializing database tables

The database contains log information for calculating usage data and running reports. You can initialize these files periodically (for example, monthly) or when your testing period is complete. You can initialize the following database tables: access_events: Contains detailed information about solutions that have been viewed. authoring_events: Contains detailed information about solutions in the workflow. update_requests: Contains detailed information about solution update requests. news_flash_events: Contains detailed information about system news flashes. search_events: Contains detailed information about search requests.
To initialize the database tables

1 Open the System Settings tool. 2 Click the Database tab.
A list of database tables appears.

3 Check the box for each table that you want to initialize. 4 Click Empty Selected.
Updating system files

You can view and edit system files from the Files tab in the System Settings tool. BMC Software recommends that you use this interface to open system files instead of using your file management system (such as Windows Explorer) to open them.
To update system files

1 Open the System Settings tool. 2 Select the Files tab.
A list of files and folders appears.

3 Browse the folder to locate the file you want to open. 4 Click the file name to open the file. 5 Make the required changes and save the file.
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Chapter
System administrator tasks
This section describes system administrator tasks in BMC Remedy Knowledge Management. The following topics are provided: Backing up and recovering data (page 112) Building the Hummingbird SearchServer tables (page 114) Updating the spell checker dictionary (page 115) Using a thesaurus (page 116) Using a stop file (page 120) Changing the solution ID number (page 121) Adding general legacy data (page 122) Implementing multiple language support (page 123) Using AR System workflow (page 125) Implementing automatic reset of AR System cache (page 127) Ranking solutions by usage (page 128) Using the search summary option (page 129) Indexing AR System forms (page 131) Indexing external sources (page 136) Configuring load balancing (page 137) Configuring for multi-tenancy (page 139)
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Backing up and recovering data

You should back up your BMC Remedy Knowledge Management application and data as part of your routine system maintenance. This section provides recommendations for backing up your data. Establish a backup strategy that is best for your environment and that takes into consideration the following factors: How often you update your data (knowledge base) How often you customize or reconfigure your application The best type of backup for your environment (full system backups or incremental backups) A key component to consider is when you last backed up the data. The purpose of backing up your system is to minimize the amount of data lost upon a system failure. Therefore, it is imperative to consider how often your data changes. Generally, you should back up the BMC Remedy Knowledge Management data that changes frequently (such as solutions and log files) daily and back up the application files weekly. If you customize the application files, run a full system backup after implementing those customizations.
Default installation folders

When you install Hummingbird SearchServer and BMC Remedy Knowledge Management to the default installation paths, the installation wizard creates the following main folders: Hummingbird SearchServer: \Program Files\Hummingbird\ BMC Remedy Knowledge Management: \Program Files\AR System Applications\BMC Remedy Knowledge Management\ If you did not accept the default installation paths during installation, your folder names might be different.
Backing up your data

The data that you should back up consists of knowledge base solutions, themes, and the rkm database. The following table shows the locations where BMC Remedy Knowledge Management stores this data. To adequately back up your data files, copy the folders listed and their corresponding sub-folders.
Data type Knowledge base solutions rkm database Location
\BMC Remedy Knowledge Management\data
<your database location>
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Backing up and recovering data
Backing up application files

The BMC Remedy Knowledge Management application files include both Hummingbird SearchServer and BMC Remedy Knowledge Management files. Application files are static and include files loaded during installation. To recover these files, you can reinstall the application. However, if you modify or customize either Hummingbird SearchServer or BMC Remedy Knowledge Management and then reinstall the software, you remove any customizations you have made. To back up the application files that might include system customizations, copy the files and folders listed in the following table.
Data type Indexing and build scripts Thesaurus, Dictionary, and Stop file Thesaurus and Dictionary file (source) KMS Templates Themes Location
\Hummingbird\SerachServer5.4\exec \Hummingbird\SerachServer5.4\fultext \BMC Remedy Knowledge Management\kms_data\dictionary \BMC Remedy Knowledge Management\kms_data\templates \BMC Remedy Knowledge Management\kms_conf\themes
Recovering your system

In the event of a system failure, you might need to restore your application and data files. Use the following steps as a guide when restoring your system.
To recover your system

1 Install Hummingbird SearchServer and BMC Remedy Knowledge Management
on the new server.

2 Restore any customized BMC Remedy Knowledge Management files and folders
from your system backup to the corresponding path on the new server. These include the following folders:
\Hummingbird\Search Server 5.4\exec \Hummingbird\Search Server 5.4\fultext \data\kms_data \data\kms_conf
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3 Restore the BMC Remedy Knowledge Management data files and folders to the
corresponding path on the new server. The data includes knowledge base solutions, log files, and watch list information that is contained in the following folders:
\data\kms_data\attachments \data\kms_data\draft \data\kms_data\general \data\kms_data\log \data\kms_data\news \data\kms_data\publish \data\kms_data\retired \data\kms_data\versions
4 Rebuild the BMC Remedy Knowledge Management tables using the System
Settings tool.
5 Reboot the server.
Building the Hummingbird SearchServer tables

The Hummingbird SearchServer tables are initially built when you install BMC Remedy Knowledge Management. If you are implementing certain new features, upgrading your solutions, or performing other system maintenance, you might have to rebuild the tables. You can rebuild the Hummingbird SearchServer tables at any time. A user who is assigned to the KMSSysAdmin group must perform this task.
To build the Hummingbird SearchServer tables

1 Open BMC Remedy Knowledge Management and login with a user name and
password in the KMSSysAdmin group.

2 Click Settings.
The Personal and System settings screen appears.

3 Click System Settings.
The System Settings screen appears.

4 Click the Indexing tab.
A list of tables appears.

5 Select the table check box.
All tables appear checked.

6 Click Build Selected. 7 The Processing screen appears as the tables are built. When processing completes,
you are returned to the Indexing tab.

Updating the spell checker dictionary
NOTE
You can optionally select to update a table with the Updated Selected button. You use Update Selected if you want to update tables rather than recreate them. For example, if solutions have changed in an external source, you would select that external table and click Update Selected to reflect those changes.
Updating the spell checker dictionary

When you install BMC Remedy Knowledge Management, you also install a dictionary file and create the dictionary index. By default, BMC Remedy Knowledge Management searches the dictionary index when you launch the spell checker. If a word in the solution is not found in the dictionary, BMC Remedy Knowledge Management considers the word to be misspelled. The dictionary is created from a group of files that are stored in the following default folder:
\data\kms_data\dictionary\en
All files in this folder are indexed as the dictionary. You can add more files to this folder or modify the existing files. When you modify your dictionary files, you must also update the index.
Adding dictionary files

The BMC Remedy Knowledge Management indexer recognizes 200 different file types, including Microsoft Office documents and PDF files. Therefore, you can put a large variety of files in the \kms_data\dictionary\en folder on your server to be included in the standard dictionary. The most common dictionary files are .doc and .txt. BMC Remedy Knowledge Management does not recognize database files to include in the dictionary. To index a database file, export the database first to CSV or MS-Excel, and add it to the \kms_data\dictionary\en folder.
Example
You have a file, mywords.txt,that contains a list of words to be included in the dictionary. To add these words to the dictionary, copy mywords.txt into the dictionary folder and update the dictionary index.
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Modifying an existing dictionary file

BMC Remedy Knowledge Management provides the following standard dictionaries in the \kms_data\dictionary\en folder:
mthesaur.txt single.txt
To update either of these files, open the file in the editor and make the necessary changes. Then, update the dictionary index using the System Settings tool. For more information, see Building the Hummingbird SearchServer tables on page 114.
Using a thesaurus
In addition to the spell checker dictionary, you can enable the thesaurus feature. A thesaurus contains variations of words, synonyms, and abbreviations for specific search terms. When you enable the thesaurus, BMC Remedy Knowledge Management searches your thesaurus during a query to the knowledge base and looks up synonyms for the query words passed. BMC Remedy Knowledge Management returns a list of solutions that have both your specified query terms and any variations found in the thesaurus file.
NOTE
When you implement a thesaurus, your search results list is larger. Use caution when adding words to your thesaurus as it can significantly increase the number of solutions returned. To implement thesaurus support in BMC Remedy Knowledge Management, perform the following tasks:
1 Create a thesaurus source file. 2 Compile the thesaurus source file. 3 Test the compiled thesaurus. 4 Set the thesaurus variable in configuration file.
BMC Remedy Knowledge Management does not provide a default thesaurus. You must create one for your environment and place the source in the following folder:
Creating a thesaurus source file

A thesaurus source file is a text file that contains rules for generating variations of words, including synonyms and suffixes. A synonym can also be an abbreviation or acronym. The source file must have an .fts extension and follow a specific format. If you want to use thesaurus capability, you can create one according to the rules outlined in this section.
Using a thesaurus
Thesaurus format
Each line in the thesaurus source file represents a rule. A rule can be either a synonym or a suffix type. A rule can have up to two parts: a left side and a right side separated by a colon (:). A rule can span more than one line, and each word or suffix is separated by a space. Each rule must be terminated by a semicolon (;). During a query to the knowledge base, synonym rules have precedence over suffix rules.
Thesaurus synonym rules

Thesaurus synonym rules define terms and their associated synonyms. When you perform a search against the knowledge base, BMC Remedy Knowledge Management applies a logical or operation to all words in the synonym list and returns solutions that have any of the associated synonyms. Synonym rules can be either of the following formats: Basic synonym expansion Term synonym expansion
Basic synonym expansion

A basic synonym expansion rule contains a simple list of synonyms. It has the following format: <List of expansion terms>; For example, a thesaurus file might contain the following basic synonym expansion rule: disk disc disks discs floppy floppies diskette diskettes; If you search on the term floppy, BMC Remedy Knowledge Management returns solutions that contain disk, disc, disks, disc, floppy, floppies, diskette, or diskettes.
Term synonym expansion

A term synonym expansion rule contains a list of terms to look for and the associated synonyms. It has the following format: <List of terms to look for>: <List of expansion terms>; For example, a thesaurus file might contain the following term synonym expansion rule: disk: disc disks discs floppy floppies diskette diskettes; In this case, if you search on the term disk, BMC Remedy Knowledge Management returns solutions that contain disk, disc, disks, discs, floppy, floppies, diskette, or diskettes. However, if you search on the term floppy, BMC Remedy Knowledge Management returns only solutions with the term floppy (unless floppy is defined as a term elsewhere in the thesaurus).
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In either expansion type, if you want a phrase to be included as a synonym, you can separate the phrase with dashes, as in the following example: IBM: International-Business-Machines I.B.M.
Thesaurus suffix rules

Thesaurus suffix rules define terms and their variations with the specified suffixes. When you perform a search against the knowledge base, BMC Remedy Knowledge Management applies a logical or operation to all suffix forms of the word, and returns solutions that have any of the term variations. Suffix rules always begin with a plus sign (+). They can be either of the following formats: Basic suffix expansion Term suffix expansion
Basic suffix expansion

A basic suffix expansion rule contains a simple list of suffixes. It has the following format: <List of suffixes to expand>; For example, a thesaurus file might contain the following basic suffix expansion rule: +% s 's; The percent sign (%) is a wildcard character that matches the end of a term. In this example, if you search for dog, BMC Remedy Knowledge Management returns solutions that contain dog, dogs, or dogs.
Term suffix expansion

A term suffix expansion rule contains a list of suffixes to look for and the corresponding suffixes to expand. It has the following format: <List of suffixes to look for>: <List of suffixes to expand>; For example, a thesaurus file might contain the following term suffix expansion rule: y : y ies y's; In this case, if you search on the term pony, BMC Remedy Knowledge Management drops the y to leave the root, pon. BMC Remedy Knowledge Management returns solutions that contain pony, ponies, or ponys.
Sample thesaurus
The following sample thesaurus file conforms to the basic synonym expansion format and includes term suffixes as part of the synonym list.
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Using a thesaurus
You might want to use the supplied mthesaur.txt file for your thesaurus source (this is also used for the BMC Remedy Knowledge Management dictionary). To do so, copy this file into the same folder and give it the .fts extension. You can then edit the .fts file, and add or remove synonyms from the list. Your thesaurus file can have any name, but must have an .fts extension and must reside in the following folder:
The plus sign is reserved for suffixes. Do not include a plus sign in your synonym list because it causes errors during compilation (if used other than the first character in suffix expansion).
Compiling the thesaurus

After you have created your thesaurus, you must compile it with the FTHMAKE utility. FTHMAKE is a Hummingbird command-line utility that reads the thesaurus source file and creates a thesaurus object file. When you compile your thesaurus, specify a test object file name to make sure you do not write over an existing thesaurus object file. You run FTHMAKE from the \program files\hummingbird\searchserver 5.4\bin folder.
To compile your thesaurus

1 Copy the thesaurus source file into the \SearchServer 5.4\bin folder. 2 Open a command window, and change to the \SearchServer 5.4\bin folder to
execute the FTHMAKE command. The FTHMAKE command has the following syntax: fthmake <thesaurus source file> <thesaurus object file>
3 If your thesaurus source is kms_thesenu.fts, issue the following command:
fthmake KMS_ThesEnu.fts test.fth The FTHMAKE program runs and creates the compiled thesaurus, test.fth.
4 Move the compiled thesaurus, test.fth, to the \SearchServer 5.4\fultext folder.
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Testing the thesaurus

Before you use your thesaurus, test the compiled object file using the FTHTEST utility. FTHTEST is a Hummingbird command-line utility that tests the thesaurus expansion. It is an interactive utility that prompts for your term and then returns the list of associated synonyms.
To test your thesaurus

1 Verify that the compiled .fth file is in the \SearchServer 5.4\fultext folder. 2 Open a command window, and change to the \SearchServer 5.4\bin folder to
execute the FTHTEST utility. The FTHTEST command has the following syntax: fthtest <thesaurus object file>
3 Issue the following command:
fthtest test.fth The FTHTEST program launches and prompts for a term.
4 Type a term from your thesaurus and press Enter. 5 FTHTEST returns the synonyms associated with the term entered. 6 Press CTRL-Z to exit the FTHTEST utility. 7 If the thesaurus test is successful, rename the test.fth file to kms_tenu.fth.
NOTE
BMC Remedy Knowledge Management recognizes only the thesaurus object file, kms_tenu.fth. You must rename your test file to kms_tenu.fth for the thesaurus function to work properly. The thesaurus object file must also reside in the \SearchServer 5.4\fultext folder.
Using a stop file

A stop file is a standard text file that contains words that are not to be indexed and therefore cannot be searched for. These stop words are typically words that occur so frequently in writing that they provide little or no value to the search engine. By adding common words to the stop file, you can improve the performance of the indexing, and improve your search results. The Hummingbird SearchServer search engine provides a default stop file called fultext.stp in the following folder:
\program files\Hummingbird\SearchServer 5.4\fultext
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Changing the solution ID number
BMC Remedy Knowledge Management uses the stop file when processing queries to the knowledge base. The fultext.stp file contains the following stop words:
a be from into such there which also because for my to those with after before however of than under within an between how or that upon without and but I other the when as by if out these where at do in since this whether
Modifying the stop file

You can add or remove words from the supplied stop file by opening the file with any standard editor and making the necessary changes. When modifying a stop file, the following rules apply: The stop file can contain a maximum of 1024 words. The stop file cannot be more than 10,000 characters. The stop file must contain unique entries. The stop file syntax supports one or multiple stop words per line.
To modify the stop file

1 Open the fultext.stp file in any standard editor. 2 Add or remove stop words. 3 Save your changes. 4 Rebuild the tables using the System Settings tool.
For more information, see Building the Hummingbird SearchServer tables on page 114.
Changing the solution ID number

BMC Remedy Knowledge Management assigns each solution in the knowledge base a unique ID number called the Document ID. By default, document ID numbers start at 100 and increment sequentially by 1. You might want to change the document ID number initial value, ending value, or increment value. For example, you might need to add existing content to your knowledge base. The document IDs for the existing content could be 100-499, while new solutions in your knowledge base start at 500. In this case, set the initial document ID at 500. You can change the document ID by editing the value in your BMC Remedy Knowledge Management database.
To change the document ID number

1 Open the BMC Remedy Knowledge Management database and locate the
sequence table.
2 Locate the doc_id record. It has the following data:
seq_initial_value: starting document ID number seq_increment: number by which to increment document IDs seq_min_value: minimum value for a document ID seq_max_value: maximum value for a document ID seq_last_value: last value for a document ID
3 Change the values to your configuration.
IMPORTANT
Use caution when changing document ID numbers. If you inadvertently use ID numbers that were previously used, you can overwrite existing solutions.
Adding general legacy data

You can add general legacy data or customer-off-the-shelf (COTS) content, such as product documentation, training files, spreadsheets and PDFs into your knowledge base. This enables those documents to be searched when a user queries the knowledge base.
To add legacy data to the knowledge base

1 Install the general data into the following folder on your BMC Remedy Knowledge
Management server:
\data\kms_data\general
2 Build the general table using the System Settings tool.
For more information, see Building the Hummingbird SearchServer tables on page 114.
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Implementing multiple language support
Implementing multiple language support

You can configure language support in the i18n section of the kms_config.xml file. When you enable language support, BMC Remedy Knowledge Management adds a language menu list on the login screen.
For each language, BMC Remedy Knowledge Management provides an additional configuration file that specifies the location of the templates and dictionary file. The following configuration files are in the <install folder>\BMC Remedy Knowledge Management\data\kms_conf folder:
KMS_config_fr.xml KMS_config_es.xml KMS_config_de.xml
To implement language support

1 Install the locale pack for your language. 2 In the kms_config.xml file, set the i18N default language code, and also set enabled
to true.
<i18n default="en" enabled="true">
3 Set the desired language in the locale section of the kms_config.xml file.
<locale <locale <locale <locale enabled="true">en</locale> enabled="true">fr</locale> enabled="true">es</locale> enabled="true">de</locale>
4 Edit the configuration file for the language selected (for example,
KMS_config_fr.xml).
Verify the paths to the templates and dictionary file are
accurate.
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5 If you are installing and using multiple languages, you must also add an indexing
section to the language configuration file for each language you are using.
a Copy the following indexing section from kms_config.xml.
<indexing> <table type="documents" name="rkm_doc" /> <table type="news_flashes" name="rkm_news_flash" /> <table type="attachments" name="rkm_attachment" /> <table type="general" name="rkm_general" /> <table type="dictionary" name="rkm_dict" /> </indexing>
b Add the copied indexing section to the appropriate language configuration file. c Log in to BMC Remedy Knowledge Management using the desired language. d Build the indexes for the language (Settings > System Settings > Indexing).
For more information about building indexes, see Chapter 6, Managing your system with the System Settings tool.
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Using AR System workflow
Using AR System workflow

In BMC Remedy Knowledge Management you can use either mixed mode or black box workflow. In either case, you must update the BMC Remedy Knowledge Management configuration file and create a filter in AR System.
Mixed mode
The mixed mode method uses both the BMC Remedy Knowledge Management configuration file and AR System to control the solution workflow. You define your solution workflow steps in the BMC Remedy Knowledge Management configuration file, and define how that solution gets assigned in AR System. Solution fields can also be supplied as part of the returning workflow.
To implement mixed mode workflow

1 Edit the kms_config.xml file and set the workflow type to KMS.
<workflow type=KMS>
2 Set the assign attribute on the status elements to !Remedy!.

<workflow type="KMS"> <status assign="!Remedy!" <status assign="!Remedy!" <status assign="!Remedy!" <status assign="!Remedy!" promote="KMSPublish"/> </workflow> demote="1" demote="1" demote="2" demote="3" name="Draft" promote="2"/> name="SME Review" promote="3"/> name="Spelling" promote="4"/> name="Final Review"
3 Create a filter in AR System.
When you set the assign attribute to !Remedy!, you are specifying that AR System determines what action to take on the solution. You can also set the assign attribute to a specific value making it truly mixed as to what process determines each status and to whom the solution is assigned.
Black box
The black box method provides complete control of your workflow within Remedy. You create a filter in AR System that tells BMC Remedy Knowledge Management what action to take when a solution is promoted or demoted. For example, you can set up a filter so that all solutions at the SME Review level get assigned to a certain user. You can also set up more sophisticated workflows that can examine any element of a solution, set the solution status, assign the solution to a specific user, and modify data in the solution. When you implement black box workflow, BMC Remedy Knowledge Management does not supply a menu choice when promoting or demoting solutions.
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To implement black box workflow

1 Edit the kms_config.xml file and set the workflow type to Remedy.
<workflow type=Remedy>
When you set the workflow type to Remedy, all remaining statements in the workflow section are ignored. A full workflow section should look similar to the following example:
<workflow type="Remedy"> <status assign="Unassigned" <status assign="Unassigned" <status assign="Unassigned" <status assign="Unassigned" promote="KMSPublish"/> </workflow> demote="1" demote="1" demote="2" demote="3" name="Draft" promote="2"/> name="SME Review" promote="3"/> name="Spelling" promote="4"/> name="Final Review
2 Create a filter in AR System.
Workflow filter
BMC Remedy Knowledge Management provides a stub filter named KMS:Workflow. Use this filter as a starting point for creating your AR System side workflow for either the black box or mixed mode method. The filter must adhere to the following rules: The filter must be attached to the KMS:DataExchange form. The filter must execute on submit of the form. The filter must have either of the following statements in the Run If field: Short Description = WF_PROMOTE Short Description = WF_DEMOTE On execution, the filter should look to the Short Description field to determine if it is a promote or demote. The field contains either of the values WF_PROMOTE or WF_DEMOTE.
To implement the workflow filter

1 Examine any elements of the solution by looking at the data contained in the data
field. This is a simplified version of the solution XML file which, allows you to parse out information, such as solution assignment, present status, and category information.
2 Use any information from the solution and any logic on the AR System side to
construct a mini solution that contains only the information you want to change. For example:
<KMS_doc> <KMS_data id='KMS_assigned'>Bob Smith (BS)</KMS_data> <KMS_data id='KMS_status'>Some Strange Status</KMS_data> </KMS_doc>"
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Implementing automatic reset of AR System cache
This indicates the solution assignment is set to Bob Smith and the solution status is set to Some Strange Status.
3 Replace the data found in the Data field with this new mini solution information. 4 Change the Short Description field to WF_DONE.
BMC Remedy Knowledge Management waits for the data exchange form to change to a status of DONE and then uses the mini solution information to populate the knowledge solution. When the solution information is updated, it saves the knowledge solution and indexes the solution.
Implementing automatic reset of AR System cache

BMC Remedy Knowledge Management caches user and menu information so that information can be accessed more quickly and easily. Although this improves performance, it is possible for BMC Remedy Knowledge Management and AR System information to be out of sync. When any updates are made in AR System (such as adding a new user), BMC Remedy Knowledge Management does not know about the new information because the cache has not been updated. BMC Remedy Knowledge Management supplies a Java application, notifyRKM.class, that notifies BMC Remedy Knowledge Management when it needs to reset the cache. The Java application is located in the <install folder>\BMC Remedy Knowledge Management\lib folder. Since this application is run by AR System, it must reside on the same server as AR System. To implement the notifyRKM.class application, you need to modify the following filters (supplied with BMC Remedy Knowledge Management): KMS:RefreshMenuCache KMS:RefreshUserCache Each filter must contain the associated form that contains the category and user information. These filters must execute any time user or category information is created, updated, or deleted.
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To implement automatic reset of AR System cache

1 Make sure the notifyRKM.class file is on the AR System server. 2 Open BMC Remedy Administrator and expand the Filters section. 3 Modify the KMS:RefreshMenuCache filter. Set the Run Process Command Line
option to the following command:

java classpath <NotifyPath> notifyRKM http://<ServerName:port>/rkm/ fromRemedy.jsp?reset=remedyMenus
Where: NotifyPath is the path of the notifyRKM.class file on your AR System server. ServerName:port is the BMC Remedy Knowledge Management server name and port number.
4 Repeat step 3 for the KMS:RefreshUserCache filter.
IMPORTANT
If the notifyRKM.class file is not in the lib folder, copy it from the Utlities folder on the BMC Remedy Knowledge Management 7.2 installation CD (or the download installation directory) to your AR System server.
Ranking solutions by usage

The ranking by usage feature enables BMC Remedy Knowledge Management to include usage counts when ranking solutions. You enable ranking by usage in the configuration settings screen.
To enable ranking by usage

password.
2 Click Settings.



7 Click Search settings.
The Search settings screen appears.
128
Using the search summary option
8 Check the Factor usage into search result ranking box to enable ranking
solutions by usage.
9 Click Save. To cancel your changes, click Revert. 10 Restart your web server. 11 Rebuild the indexes using the following steps: a Log in to BMC Remedy Knowledge Management. b Click Settings on the navigation bar. c Click System Settings. d On the Indexing tab, select all tables and click Index Selected.
Solution usage counts are included in the system ranking.
NOTE
You must be a system administrator to perform this task.
Using the search summary option

The search summary feature adds a selection box under the search results window. The new selection box has the following options: No excerpts: Do not display any additional information in the search results list; display only the solution title. Summaries: Display summary information in the search results list under the solution title. Words around hits: Display words around the query terms under the solution title. The selection is immediately applied to the current search results, and is saved in a cookie so that future searches retain the setting. The default is no excerpts. When you configure this option, you also specify the number of words to show in the summary and the number of words to show for words around hits.
To enable the search summary option

1 If you are using Apache Tomcat as your JSP container, then copy the sbjapi50.jar
file into the Apache Tomcat common folder.

Version
Apache Tomcat 5.5 Apache Tomcat 4.1
Copy from
...\Hummingbird\ SearchServer 5.4\Java ...\Hummingbird\ SearchServer 5.4\Java
Copy to
<Apache Tomcat>\common\endorsed <Apache Tomcat>\common\lib
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2 If you are using ServletExec as your JSP container, add the sbjapi50.jar file to the
system classpath and restart your web server.

a Log in to the ServletExec administrator tool. b Choose classpath from the left navigation menu. c Add the following classpath:
C:\Program Files\Hummingbird\SearchServer 5.4\Java\sbjapi50.jar
3 Open the KMS_config.xml file, and locate the RKM_global element. 4 Add a search element with the following attribute: allow-excerpts=true.
Your configuration should look similar to the following example:

<RKM_global> <security> </security> ... <search allow-excerpts="true"/> </RKM_global>
5 Locate the Queries element. 6 In the query mode statement for quick_search and the query mode statement for
search, add the following parameters: excerpt_max_words=50 excerpt_context_words=10 Your configuration file should look similar to the following example:
<query mode="OR" name="quick_search" page_size="25" relevance="F2:4" sort_column="score" sort_descending="yes" thesaurus="" excerpt_max_words="50" excerpt_context_words="10"> <query mode="OR" name="search" page_size="25" relevance="F2:4" sort_column="score" sort_descending="yes" thesaurus="" excerpt_max_words="15" excerpt_context_words="3">
NOTE
You can set any value for excerpt_context_words and excerpt_max_words.
7 Rebuild the Hummingbird SearchServer tables.
For more information about building the Hummingbird SearchServer tables, see Building the Hummingbird SearchServer tables on page 114.
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Indexing AR System forms

You can configure BMC Remedy Knowledge Management to index AR System forms. To implement this feature, you must: Add the indexes to the BMC Remedy Knowledge Management configuration file. Configure AR System to update the indexes.
Adding indexes to the configuration file

You can add the indexes to the indexing section of the configuration file. Each index can contain the following elements: table form midtier qualification (optional) fields field categorization (optional)
Table element
The table element has the following attributes: label: The name that appears on the Advanced Search page. name: The name of the Hummingbird table. type: The type of table. This value must be Remedy.
Form element
For each AR System form you want to index, you must also add a form element. The form element has the following attributes: name: The name of the AR System form to index. vg: The visibility groups that can view the form. Use ~!~ to separate visibility group names. server: The name of the server where the AR System form resides. Specify this attribute only if the form to index is on a server other than the BMC Remedy Knowledge Management authenticating server. user: The user name of a user who can read the form from the specified server. Specify this attribute only if the server name is specified.
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pw: The password for the user name set in the user attribute. Specify this attribute only if the server name is specified. view: Enables you to define the view you want opened when you click on an entry to view. When this attribute is set on the Form element, it applies to both BMC Remedy User and Midtier. If this attribute is not defined, the default view is used.
Midtier element
The midtier element has the following attributes: view: Enables you to define the view you want opened when you click on an entry to view. When this attribute is set on the midtier element, it applies to midtier only. If the view attribute on the form element and the view attribute on the midtier element are different, the view attribute for the form element is used for BMC Remedy User and the view attribute for the midtier element is used for midtier. If this attribute is not defined, the default view is used. url: The midtier URL that serves the form when you click on a result link. If this attribute is not defined, BMC Remedy Knowledge Management constructs a URL with the format http://<AR Server>/arsys/, where AR Server is the server specified in the authentication section of the configuration file. If you specify the midtier attribute, it must have the following format: http(s)://<Mid Tier Server[:port]>/<arsys>
NOTE
If midtier is installed on the same machine as AR System Server, uses port 80, and is not being run over SSL, you do not have to define a midtier attribute (BMC Remedy Knowledge Management constructs a valid URL). However, if any of these conditions do not apply, you must define a midtier attribute with the appropriate format. Example: https://armidtier.hou:8443/arsys1 This URL indicates that midtier is run in SSL, is on port 8443 of server armidtier.hou, and that the installed application name is arsys1.
Qualification element
The qualification element is optional. If you want BMC Remedy Knowledge Management to index only a subset of the form elements, then provide a valid AR System qualification.
Fields element
The fields element must contain one or more field elements. The content from these fields are inserted into the index. This allows only specified content from the form to be searchable.
132
Field element
The field element defines a specific AR System form field. It is used in both the fields and categorization entries. The field element has the following attributes: id: The AR System field ID. title: When set to true, indicates that the field name is used as the title in search results. Only one field can have a title attribute. environment: When set to true, indicates that the content from the field is populated into the corresponding field in the SearchServer table. keywords: When set to true, indicates that the content from the field is populated into the corresponding field in the SearchServer table. The environment and keywords attributes are optional. Each can be defined only once, but a single field can contain all of them, or they can be put on three different fields (if all are used).
Categorization element
The categorization element is optional, and more than one can exist. Each categorization element must contain the set of fields that constitute a categorization set. They should be ordered in the hierarchical order that you would use them on a form. For example, ITSM 7 could have two categorization elements, one for Operational and one for Product.
NOTE
If more than one table has the same label, they share the same check box in the search form.
Example
Following is a sample entry for the Help Desk form:
<table label="Help Desk" name="rkm_hd" type="remedy"> <form name="HPD:HelpDesk" vg="Internal" view=someview> <midtier url=http://... view=someview/> <qualification>'Status' != "Closed"</qualification> <fields> <field id="8" title="true"/> <field id="240000007"/> </fields> <categorization> <field id="200000003"/> <field id="200000004"/> <field id="200000005"/> </categorization> </form> </table>
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To add the indexes to the configuration file

1 Open the KMS_config.xml file and locate the indexing section. 2 Add the table definition for your AR System form.
Your configuration file should look similar to the following example:

<indexing stopfile="fultext.stp"> <table name="rkm_doc" type="documents"/> <table name="rkm_news_flash" type="news_flashes"/> <table name="rkm_attachment" type="attachments"/> <table name="rkm_general" type="general"/> <table name="rkm_dict" type="dictionary"/> <table label="Help Desk" name="rkm_hd" type="remedy"> <form name="HPD:HelpDesk" vg="Internal"> <qualification>'Status' != "Closed"</qualification> <fields> <field id="8" title="true"/> <field id="240000007"/> </fields> <categorization> <field id="200000003"/> <field id="200000004"/> <field id="200000005"/> </categorization> </form> </table> </indexing>
Configuring AR System to update the indexes

To dynamically update the index when a form entry is submitted, modified, or deleted, add filters to the appropriate AR System form to tell BMC Remedy Knowledge Management what action to take. You need to add a filter for each of the following actions: submit modify delete Add these three filters for each form that you want to index. For example, if you want to index three forms, you need to create nine filters.
To configure AR System to update the index

1 Open BMC Remedy Administrator, and expand the Filters section. 2 Create a new filter, and link it to the appropriate form. 3 If you want entries that meet a particular requirement to be acted upon, add a
qualification. You can also leave the qualification blank.
134
4 Click the If Action tab and set the following parameters: a In the New Action box, select Run Process. b In the Run Process command line box, enter the Java command with the
following syntax: java -classpath <NotifyPath> notifyRKM http://<ServerName:port>/rkm/ fromRemedy.jsp?execute=<action>&locale=<LanguageCode> &server=<ARServerName>&form=<FormName>&eid=<Entry ID> Where: NotifyPath is the path of the notifyRKM.class file on your AR System server. ServerName:port is the BMC Remedy Knowledge Management server name and port number. execute= is submit, modify, or delete. This value should correspond to the submit, modify, or delete value on the filter. locale= is the localization code. By default, this is en for English. server= is the name of the AR server where the form resides. form= is the name of the AR System form. eid= is a form field variable that constitutes the Entry ID of the entry to be acted upon. This value is field 1 on the AR System form. For example, java -classpath c:\utility\notifyRKM http://myserver:8080/rkm/ fromRemedy.jsp?execute=submit&locale=en&server=MyARServer &form=HPD:HelpDesk&eid=$CaseID+$
5 Save the new filter.
IMPORTANT
The notifyRKM.class file must reside on the AR System server.
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Indexing external sources

You can configure BMC Remedy Knowledge Management to index external sources. To implement this feature, you add the external index to the BMC Remedy Knowledge Management configuration file.
Adding the external index to the configuration file

You can add the index to the indexing section of the configuration file. Each index can contain the following elements: table directory
Table element
The table element has the following attributes: label: The name that appears on the Advanced Search page. name: The name of the SearchServer table. type: The type of table. It must be External.
NOTE
If more than one table has the same label, they share the same check box in the search form.
Directory element
For each external source you want to index, you must also add a directory element. The directory element has the following attributes: path: The path to the external source. vg: The visibility groups that can view the external source. Use ~!~ to separate visibility group names. include: The file extensions that should be included to index. This allows you to specify only certain document types to be indexed. Use a comma to separate multiple document types. This setting is optional. For example, to index internal PDF documents in the c:\mydocs folder, use the following directory element: <directory path=c:\mydocs vg=Internal include=pdf/>
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Configuring load balancing
NOTE
You can use more complex logic in the include attribute, by using Java Regular Expressions to define how to match document names. To use a regular expression, the value of the include statement must begin with RE: (for Regular Expression) followed by the regular expression. For example, to use a regular expression to include only PDF documents, use include=RE:.*\.[pP][dD][fF]?. For more information about regular expressions, see your Java documentation.
Example
Following is a sample entry for external information that is stored in another folder on the server:
<indexing> ... <table label="Other Docs" name="other_docs" type="external"> <directory path="c:\mydocs" vg="Internal"/> <directory path="d:\other\docs" vg="Internal~!~Self-Help"/> </table> </indexing>
To add the external index to the configuration file

1 Open the KMS_config.xml file, and locate the indexing section. 2 Add the table definition for your external source.

<indexing stopfile="fultext.stp"> <table name="rkm_doc" type="documents"/> <table name="rkm_news_flash" type="news_flashes"/> <table name="rkm_attachment" type="attachments"/> <table name="rkm_general" type="general"/> <table name="rkm_dict" type="dictionary"/> <table label="Other Docs" name="other_docs" type="external"> <directory path="c:\mydocs" vg="Internal"/> <directory path="d:\other\docs" vg="Internal~!~Self-Help"/> </table> </indexing>
Configuring load balancing

Load balancing enables you to distribute the workload among several servers so that one single server is never overused. To use the load balancing feature you must perform the following tasks: Set up a load balance environment. Enable load balancing. This section describes how to enable load balancing in the configuration settings screen. You must set up your own load balance environment. For more information about load balancing, see the white paper, Configuring BMC Remedy Knowledge Management in a Load Balanced Environment.
To enable load balancing

password.
2 Click Settings.



7 Click Load balancing.
The load balancing screen appears.

8 Check the Enable load balancing box to turn on load balancing. 9 Click Save. To cancel your changes, click Revert. 10 Restart your web server.
IMPORTANT
You must be a system administrator to access the configuration settings screen.
138
Configuring for multi-tenancy

If you use multi-tenancy in AR System 7.1 and you have two or more tenants, you might want to configure multi-tenancy support in BMC Remedy Knowledge Management 7.2. If you decide to configure multi-tenancy, make sure that multi-tenancy is enabled in AR System and that you have re-integrated BMC Remedy Knowledge Management with ITSM using the definition files supplied with the 7.2 installation. To configure multi-tenancy, you must perform the following tasks: Update the ITSM integration. For more information, see the BMC Remedy Knowledge Management Installation and Integration Guide. Enable multi-tenancy in the configuration file. Define your companies in the 7xtoMultiTenancy.xsl file. Run the RKMConvert utility to upgrade your existing solutions to the new format.
Enable multi-tenancy in the configuration file

By default, multi-tenancy is turned off in the configuration file, kms_config.xml. To turn it on, you must add the multi-tenancy attribute to the application element.
To enable multi-tenancy
1 Open the kms_config.xml file and locate the application element towards the top
of the file.
2 Add the multi-tenancy attribute and set it to Remedy.

<application debug=false multi-tenancy=Remedy log_level=2 template= server = db= files=true>
3 Locate the form attribute of the cti elements (operational and product) towards the
middle of the file.

4 Change the form attribute to AR7:Operational and AR7:Product.

<cti file=KMS_catlist.xml form=AR7:Operational label=cti.Categories label_type=key name=CTI type=Remedy> <cti file=KMS_catlist.xml form=AR7:Product label=cti.Product label_type=key name=CTI type=Remedy>
5 Save the changes. 6 Restart the web server.
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Defining companies in the RKMConvert configuration file

Before you can convert your solutions for multi-tenancy support, you must define your companies in the RKMConvert configuration file, 7xtoMultiTenancy.xsl.
To define your companies in the RKMConvert configuration file

1 Copy the following files from the Utilities folder on the installation CD (or the
location where you downloaded the installation files) to any single folder on your server, such as C:\Convert.
RKMConvert.jar 7xtoMultiTenancy.xsl
2 Open the 7xtoMultiTenancy.xsl file and locate the variable name company. 3 Add your company names to the company variable.
You can add multiple companies by separating the names with a ~!~ character sequence. Your configuration file should look similar to the following example:
<xsl:stylesheet version="1.0" xmlns:xsl="http://www.w3.org/1999/XSL/ Transform" xmlns:KMSF="http://www.bmc.com" xmlns:kms="RKMConvert$extensions" exclude-result-prefixes="kms"> <xsl:output method="xml" indent="yes" encoding="windows-1252"/> <xsl:variable name="company">Avalon~!~NewCo</xsl:variable>
4 Save your changes.
Running the RKMConvert utility

RKMConvert is a Java command line application that converts knowledge solutions from one format to another. It is used primarily to upgrade knowledge solutions when new functionality has been added to the BMC Remedy Knowledge Management application. To convert your existing solutions to a format that supports multi-tenancy, use the RKMConvert utility and the supplied configuration file, 7xtoMultiTenancy.xsl. RKMConvert has the following requirements: Java 1.4 must be installed on the system running the conversion. You must be able to invoke Java from the command line.
To run the RKMConvert utility

1 Verify that you have Java 1.4 installed and it can be invoked from the command
line.
2 Create one folder for the existing knowledge base solutions and another folder for
the converted solutions. For example, c:\convert\old and c:\convert\new.

3 Copy your existing knowledge solutions to the folder created in Step 3.
140
4 Run the RKMConvert utility from a command line, using the folder names you
created in step 3 and the 7xtoMultiTenancy.xsl file. For example, issue the following command:
java -classpath c:\convert\RKMConvert.jar RKMConvert 7xtoMultitenancy.xml old new
RKMConvert displays status messages as it converts the solutions.
NOTE
RKMConvert converts all solutions, published and draft. You should convert these solution sets separately by maintaining individual folders for your published and draft solutions and then running RKMConvert for each folder.
5 Copy your converted published solutions from the converted folder to the new
published solution folder in BMC Remedy Knowledge Management. By default, the published solutions are in the following folder:
c:\Program Files\AR System Applications\BMC Remedy Knowledge Management\data\kms_data\publish
6 Copy your converted draft solutions from the converted folder to the new draft
solution folder in BMC Remedy Knowledge Management. By default, the draft solutions are in the following folder:
c:\Program Files\AR System Applications\BMC Remedy Knowledge Management\data\kms_data\draft
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142
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
Index
A
access control groups about 3435 adding and editing 105 combining with visibility groups 39 defining 104 separating from visibility groups 39 acg element 84 advanced partitioning 38 algorithms, ranking 43 analysts, educating 18 appearance element 86 application element 74 application files, backing up 113 AR System workflow black box 125 filter 126 mixed mode 125 using 125 AR System cache implementing automatic reset 127 resetting manually 107 AR System forms, indexing 131135 architecture functional 25 system 22 assessing performance 19 audience 9 authentication element 75 authentication settings, configuration settings screen 66 authentication, types of 3233 BMC Remedy Knowledge Management about 12 features and benefits 12 goals 13 BMC Software, contacting 2 browser interface 24
C
categories element 86 categorization element 133 components functional 25 system 23 configuration file adding an external index 136, 137 adding AR System form indexes to 131 adding indexes to 134 editing 70 enabling multi-tenancy 139 enabling search summaries, excerpts and words around hits 129 options table 71 overview 70 RKM_boot section 73 RKM_global section 82 configuration file elements acg 84 appearance 86 application 74 authentication 75 categories 86 categorization 133 cti 86 database 81 dateFormat 85 directory 89, 136 document 92 documentTemplates 91 email 76 email_templates 91
B
backing up application files 113 data 112 basic partitioning 37 Best practices in knowledge management 13
Index
143
configuration file elements (continued) event 98 eventTypes 97 field 133 fields 132 filePaths 90 filePaths element 90 form 131 group 84 i18n 81 indexing 88 item 87 locale 82 midtier 132 ports 76 qualification 132 queries 93 query 95 remedy 79 report 99 reports 98 reviewDate 78 search 85 searchEngine 80 security 83 session 78 status 93 systemFilePaths 79 table 89, 131, 136 visibility_groups 84 workflow 92 configuration parameters, modifying using the configuration settings screen 64 configuration settings accessing the main screen 63 authentication settings 66 database connection settings 65 file paths settings 67 general settings 64 Hummingbird SearchServer connection settings 65 load balancing 68 locale settings 68 notifications 68 overview 62 remedy settings 66 search results 67 system configuration password 68 content segmentation 34 content standard, establishing 16 creating themes 55 cti element 86 custom code, sample 5657 customer support 3 customization about 29 templates 4454
D
data, backing up and recovering 112 database connection settings, configuration settings screen 65 database element 81 database tables, initializing 109 dateFormat element 85 default partitioning 37 default templates 44 defining access control groups 104 users 104 visibility groups 104 demand-driven review model 17 dictionary files adding 115 modifying 116 directory element 89, 136 document editor and viewer, extending the functionality 5559 document element 92 document templates 46, 58 about 40 element rules 48 field rules 50 general rules 48 rules 48 sample 46 special objects 52 document templates (with data) element rules 53 field rules 53 general rules 53 special objects 54 document viewer 27 documentTemplates element 91
E
editing the configuration file 70 email element 76 email templates about 44 format 45 sample 45
144
email_templates element 91 event element 98 eventTypes element 97 external sources, indexing 136
J
Java mail service 24
F
field element 133 fields element 132 file paths settings, configuration settings screen 67 file system, for storing solutions 23 filePaths element 90 form element 131 functional architecture 25 components 25
K
knowledge base, basic principles 15 knowledge management overview 12 stakeholders 13
L
legacy knowledge, and best practices 15 load balancing, configuration settings screen 68 load balancing, configuring 137138 locale element 82 locale settings, configuration settings screen 68
G
general legacy data, adding 122 general settings, configuration settings 64 group element 84
M
midtier element 132 multiple language support, implementing 123 multi-tenancy configuring 139141 defining companies in the RKMConvert configuration file 140 enabling in configuration file 139 running RKMConvert 140
H
HTTP server, installing 23 Hummingbird SearchServer building tables 108 connection settings, configuration settings screen 65 indexing operations 24 locating solutions 42 search engine 27 search features 42 updating tables 115
N
notifications, configuration settings screen 68
P
partitioning advanced 38 basic 37 configuration examples 3839 default 37 types of 3738 password, system configuration 68 performance assessment 19 ports element 76 product support 3
I
i18n element 81 indexes adding AR System form indexes to the configuration file 131 adding external sources 136 configuring AR System to update 134 indexing element 88 installation folders, default 112 issue resolution 14 item element 87 ITSM integration about 9 points of integration 28
Q
qualification element 132 queries element 93 Index 145
query element 95 stop file modifying 121 using 120 suffix rules 118 support, customer 3 synonyms basic expansion rule 117 term expansion rule 117 system architecture 22 system components 23 system configuration password, configuration settings screen 68 system files and tables, updating 107 system recovery 113 system security, and authentication levels 28 system settings tool, accessing 103 systemFilePaths element 79
R
ranking algorithms 43 related documentation 10 Remedy API, functions available 24 remedy element 79 remedy settings, configuration settings screen 66 report element 99 reports element 98 resolving issues 14 retrieving XML data 29, 59 review model, demand-driven 17 reviewDate element 78 RKM_boot section 73 RKM_global section 82 RKMConvert defining companies in the configuration file 140 running the utility 140 roles with rights and visibility 18
T
table element 89, 131, 136 technical support 3 template fields 40 templates 25 customizing 4454 default 44 document (with data) general rules 53 document (with data), element rules 53 document (with data), field rules 53 document (with data), special objects 54 document, element rules 48 document, field rules 50 document, general rules 48 document, special objects 52 themes, creating 55 thesaurus compiling 119 sample 118 suffix rules 118 synonym rules 117 testing 120 using 116 thesaurus source file creating 116 format 117
S
search early and often, benefits of 15 search element 85 search features 42 search results, configuration settings screen 67 search summary option, using 129 searchEngine element 80 searching for solutions 4243 security 32 security element 83 session element 78 solution ID number, changing 121 solutions about 26 adopting a structure 17 assigning to other authors 36 assigning to visibility groups 36 categorizing 40 editing 26 formatting 16 ranking by usage 128 searching for 4243 style 16 viewing 27 workflow 41 spell checker dictionary, updating 115 SQL database 23 stakeholders, of knowledge management 13 status element 93 146 Planning and Configuration Guide
U
user authentication 28 user roles 18 user-defaults element 83
users adding 106 defining 104 editing 106 using custom control 58
V
visibility groups about 36 adding 105 defining 104 visibility_groups element 84
W
workflow element 92 workflow states, identifying 17 workflow, capturing knowledge 14
X
XML, retrieving data 29, 59
Index
147
148
Third-party product terms

The following terms apply to third-party products that are included with or in a BMC Software product as described in the BMC Software, Inc., License Agreement that is applicable to the BMC Software product.
Apache Software License, Version 2.0

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BMC Remedy Knowledge Management 7.

Planning and Configuration Guide

Contacting BMC Software

United States and Canada

Outside United States and Canada

Restricted rights legend

Support by telephone or email

Before contacting BMC Software

License key and password information

Planning and Configuration Guide

Planning and Configuration Guide

About the integration with ITSM

BMC Remedy Knowledge Management

Audience Administrators, Users

Planning and Configuration Guide

What is BMC Remedy Knowledge Management?

What is BMC Remedy Knowledge Management?

BMC Remedy Knowledge Management

Knowledge Management overview

BMC Remedy Knowledge Management

Features and benefits

Planning and Configuration Guide

Best practices in knowledge management

Best practices in knowledge management

What is BMC Remedy Knowledge Management?

BMC Remedy Knowledge Management

Capture knowledge in the workflow

Best practices in knowledge management

Search early, search often

Use legacy knowledge effectively

Knowledge base quality

What is BMC Remedy Knowledge Management?

BMC Remedy Knowledge Management

Establishing a content standard

Planning and Configuration Guide

Best practices in knowledge management

Adopting a solution structure

Identifying workflow states

Implementing a demand-driven review model

What is BMC Remedy Knowledge Management?

BMC Remedy Knowledge Management

Investing in education and coaching

Rights and visibility

Planning and Configuration Guide

Best practices in knowledge management

What is BMC Remedy Knowledge Management?

BMC Remedy Knowledge Management

Planning and Configuration Guide

BMC Remedy Knowledge Management architecture

Chapter 2 BMC Remedy Knowledge Management architecture

BMC Remedy Knowledge Management

Planning and Configuration Guide

Chapter 2 BMC Remedy Knowledge Management architecture

BMC Remedy Knowledge Management

Java mail service

Planning and Configuration Guide

Chapter 2 BMC Remedy Knowledge Management architecture

BMC Remedy Knowledge Management

Chapter 2 BMC Remedy Knowledge Management architecture

BMC Remedy Knowledge Management

Planning and Configuration Guide

XML data retrieval

Chapter 2 BMC Remedy Knowledge Management architecture