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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

(01) 713 918 8000

Fax

713 918 8000

Outside United States and Canada


Telephone

(01) 713 918 8800

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 UNPUBLISHED -- RIGHTS RESERVED UNDER THE COPYRIGHT LAWS OF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:

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:

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

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:

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

Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
About the integration with ITSM. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Related documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Chapter 1

What is BMC Remedy Knowledge Management?

11

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. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

12
12
12
13
13
13
14
15
18
19

Chapter 2

21

BMC Remedy Knowledge Management architecture

System architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
System components. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Functional architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Functional components. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

22
23
25
25

Chapter 3

31

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

32
32
34
34
36
37
40
40
41
42
42
43
5

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

Planning and Configuration Guide

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

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93
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98
99

101

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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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103
104
105
105
106
106
107
107
108
109
109

Chapter 7

111

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

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126
127
128
7

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

Planning and Configuration Guide

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

BMC Remedy
New features and differences.
Knowledge Management
7.2 Release Notes

Administrators, Users

Procedures for installing BMC


BMC Remedy
Knowledge Management Remedy Knowledge Management
and integrating with your system.
7.2 Installation and
Integration Guide

Administrators

BMC Remedy
Knowledge Management
7.2 Planning and
Configuration Guide

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.

10

Planning and Configuration Guide

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

What is BMC Remedy Knowledge Management?

11

BMC Remedy Knowledge Management

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

BMC Remedy Knowledge Management


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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Planning and Configuration Guide

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.

Best practices in knowledge management


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

What is BMC Remedy Knowledge Management?

13

BMC Remedy Knowledge Management

 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.
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Planning and Configuration Guide

Best practices in knowledge management

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

What is BMC Remedy Knowledge Management?

15

BMC Remedy Knowledge Management

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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Planning and Configuration Guide

Best practices in knowledge management

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

What is BMC Remedy Knowledge Management?

17

BMC Remedy Knowledge Management

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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Planning and Configuration Guide

Best practices in knowledge management

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

What is BMC Remedy Knowledge Management?

19

BMC Remedy Knowledge Management

20

Planning and Configuration Guide

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

21

BMC Remedy Knowledge Management

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.

22

Planning and Configuration Guide

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.

Chapter 2 BMC Remedy Knowledge Management architecture

23

BMC Remedy Knowledge Management

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.

24

Planning and Configuration Guide

Functional architecture

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.

Chapter 2 BMC Remedy Knowledge Management architecture

25

BMC Remedy Knowledge Management

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.
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Planning and Configuration Guide

Functional architecture

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.

Chapter 2 BMC Remedy Knowledge Management architecture

27

BMC Remedy Knowledge Management

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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Planning and Configuration Guide

Functional architecture

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.

Chapter 2 BMC Remedy Knowledge Management architecture

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Planning and Configuration Guide

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)

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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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Content segmentation

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

KMSSysAdmin KMSAdmin

KMSSME

KMSUser

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

KMSSelfHelp
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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Content segmentation

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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Content segmentation

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

Description

Type

Assigned_notification.xml

Email template used when a


solution is assigned.

Email

DecTree_Template.xml

Decision tree solution


template.

Document

Email.xml

Email template used when a


solution is sent as an email
message.

Email

ErrorMessage_Template.xml

Error message solution


template.

Document

HowTo_Template.xml

How to solution template.

Document

NewsFlash_Template.xml

News flash template.

Document

ProbSol_Template.xml

Problem solution template.

Document

Reference_Template.xml

Reference solution template.

Document

Watch_Item_Notification.xml

Email template used when a


watched solution has
changed.

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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Customizing templates

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

Email
templates

KMS_DOC_ID

Unique solution ID number.

All

KMS_DOC_TITLE

Solution title.

All

KMS_DOC_URL

Solution URL.

All

KMS_RECIPIENT_USER_ID

ID of the user receiving the email.

Watch List
Assignment

KMS_FROM

ID of the user sending the solution.

KMS_MESSAGE

The body of the message the user


Email
entered when sending the solution.

Email

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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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Customizing templates

<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.
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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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Customizing templates

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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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.
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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


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 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

Element

Description

RKM_boot

application

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.

authentication

Defines the type of authentication you are using.

ports

Identifies the ports used by the BMC Remedy


Knowledge Management application.

email

Defines email settings (such as the SMTP server


name) that are necessary if you are
implementing email notifications (optional).

session

Defines the number of minutes BMC Remedy


Knowledge Management waits before timing
out a user session due to inactivity.

reviewDate

Specifies when solution content should be


reviewed. The default is 365 days from the
solution creation date.

remedy

Defines whether you are saving a copy of your


knowledge base solutions in AR System.

systemFilePaths

Indicates where the system file information is


stored, such as themes, log files, and
configuration files.

searchEngine

Defines the JDBC driver used to communicate


with the search engine, Hummingbird
SearchServer. This should not be changed.

database

Defines the database schema and the driver used


to communicate with your database. This is
specific to your database type.

i18n

Identifies language support. Currently, this is a


placeholder and is reserved for future use.

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Section

Element

Description

RKM_global

security

Defines the access control groups in your system.


This is set in the user interface and should not be
modified in the configuration file.

visibility_groups

Defines the visibility groups in your system. This


is set in the user interface and should not be
modified in the configuration file.

search

Enables the following search options:

 ranking by usage
 search summary
dateFormat

day_month

Defines the date format.

appearance

theme

Defines the style sheet files used in your system.


You can create your own style sheets to
customize the application look and feel.

categories

cti

Defines the categorization label that is displayed


in the user interface. This setting also defines
your categories by using a category file.

indexing

table

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.

72

filePaths

<file type>

Specifies the relative or absolute path name for


various system files, such as indexes,
attachments, and templates.

email_templates

<template name>

Specifies the template name used for processing


email notifications. The templates are XML files
that can be customized for your environment.

document
Templates

<template name>

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.

workflow

status

Defines the document workflow steps if you use


BMC Remedy Knowledge Management to
define your workflow.

queries

query

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.

Planning and Configuration Guide

RKM_boot

Section

Element

Description

eventTypes

event

Defines the event types associated with solutions


in your system, such as Viewed, Used, and
Printed.

reports

report

Defines the reports in your system.

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

Description

Values

db

Defines the database type you are


using. This setting is optional.







debug

Internal flag used by BMC Technical


Support.

 True
 False

files

Specifies if browser support is enabled


for opening the configuration file from
System Settings.

 True (default)
 False

log_level

Specifies how much information


should be logged to the log file.
Change this value only if instructed by
BMC Software.

 1: Warnings (default)
 2: Errors
 3: Debug messages

load-balance

Specifies if load balancing is enabled or


disabled.

 False (default)
 True

multi-tenancy

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.

 False (default)
 True
 Remedy

server

Defines the name of server that


contains the knowledge solutions. This
setting is necessary only when using
email notifications.

 <server name>
 Blank (default)

template

Reserved

 Future use

Blank (default)
Sybase
MSSQL
Oracle
MySQL

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

Description

Values

fullName

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.

 True (default)
 False

pwd

AR System administrator password.


This setting is required if
authentication is set to Remedy.

Blank (default)

server

AR System server name.

 Blank (default)
 <server name>

type

Defines type of authentication being


used.

 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.

user

AR System administrator user name.


This setting is required if
authentication is set to Remedy.

Blank (default)

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

Description

Values

unsecure and
secure

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.

 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

Description

Values

debug

Internal flag used by BMC Technical


Support.

 False (default)
 True

delay-interval

Number of milliseconds BMC Remedy


Knowledge Management waits before
checking for email to send.

 10000 (default)
 <any numeric value>

pop-before-smtp

Identifies whether authentication is


required before sending email. Set to
true if authentication is required.

 True (default)
 False

from address

Email address of the user who sends


the email notification.

 Blank (default)
 <valid email address>

from name

Display name of user who sends the


email notification.

 <any user name>

transport
prototocl

Type of protocol used for sending


email notifications. This setting is
optional. SMTP is the only supported
protocol.

 SMTP (default)
 Blank

transport host

Name of the host that sends email


notification. This setting is required.

 Blank (default)
 <name of host>

transport port

Port number of the host that sends the


email. This setting is optional.

 25 (default)
 <port number>

transport
username

User name for authenticating to the


sending mail server. This setting is
required.

 Blank (default)
 <user name>

transport
password

Password for authenticating to the


sending mail server. This setting is
optional.

 Blank (default)
 <password>

store protocol

Type of protocol used for receiving


email notifications. This setting is
optional.

 POP3 (default)
 Blank

store host

Name of host that receives email


notification. This setting is optional.

 Blank (default)
 <name of host>

store port

Port number of the host that receives


email. This setting is optional.

 110 (default)
 <port number>

store username

User name for authenticating to the


receiving mail server. This setting is
required.

 Blank (default)
 <user name>

store password

Password for authenticating to the


receiving mail server. This setting is
optional.

 Blank (default)
 <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

Description

Values

timeout

Number of minutes your session can


be inactive before your session is
expired.

 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

Description

Values

default

Number of days until the solution


should be reviewed.

 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

Description

Values

fulldoc

When set to true, this tells BMC

 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

Description

Values

configHomeDir

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.

<configuration files path>

dataHomeDir

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.

<data files path>

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Attribute

Description

Values

log type

Specifies the path to the BMC Remedy


Knowledge Management log files and
also indicates whether the path is
relative or absolute.

 <path type and name>


 Relative/kms_data/
log/ (default)

themes type

Specifies the path to the BMC Remedy


Knowledge Management themes files
and also indicates whether the path is
relative or absolute.

 <path type and name>


 Relative/kms_conf/
themes/ (default)

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

Description

Values

driver

The name of the search engine driver.

jdbc.searchserver.
SSDriver (default)

url

The name of the URL for the search


engine. For Hummingbird
SearchServer, this value is blank.

jdbc:searchserver:
SearchServer_5.4

user

The administrator user name of the


search engine. For Hummingbird
SearchServer, this value is left blank.

 Blank (default)
 <user name>

password

The administrator password of the


search engine. For Hummingbird
SearchServer, this value is left blank.

 Blank (default)
 <password>

connection
parameters

Identifies connection parameters, such


as initial and max-active. These
parameters should not be modified.






initial=0
max-active=1
max-idle=1
min-idle=0

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

Description

Values

driver

The name of the database driver. This


setting is dependent on your database
type.

 com.microsoft.jdbc.
sqlserver.SQLServer
Driver (default)

 <database driver name>


url

The name of the URL for the database.


This setting is dependent on your
database type.

 Blank (default)
 <database url>

user

The administrator user name of the


database.

 Blank (default)
 <user name>

password

The administrator password of the


database.

 Blank (default)
 <password>

schema

The database schema level.

 3 (default)
 <any valid level>

connection
parameters

Identifies connection parameters, such


as initial and max-active. These
parameters should not be modified.






initial=0
max-active=1
max-idle=1
min-idle=0

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

Description

Values

default

Defines the default language.

 en (default)
 <ISO639 Language Code
(en, fr, es, de)>

enabled

Specifies whether language support is


turned on or off.

 False (default)
 True

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Locale element
The locale element is a child of the i18n element. It defines the languages that are
available.
Attribute

Description

Values

enabled

Defines other languages used.

 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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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

Description

Values

name

Name of the BMC Remedy Knowledge


Management access control group.
More than one access control group
can be defined.

 Defaults
 KMSSysAdmin
 KMSAdmin
 KMSSME
 KMSUser
 KMSSelfHelp
 <any name>

rights

Defines permissions for each access


control group.

 <any valid privileges>

visibility

Defines the visibility groups for the


specified access control groups. If not
specified, self-help and internal
visibility groups are allowed.

 Self-Help, Internal
(default)
 <visibility group name>

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.

84

Attribute

Description

Values

name

Defines the visibility group name.

 Internal, Self-help
(default)
 <any names>

self_help

Specifies if the visibility group can


view self-help information.

 False (default)
 True

Planning and Configuration Guide

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

Description

Values

allow-excerpts

Defines if search summaries are


displayed in the search results
windows.

 False (default)
 True

usage-based

Defines if the usages count parameter


is used when ranking solutions.

 False (default)
 True

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

Description

Values

day_month

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.

 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

Description

Values

theme

The name of your system theme. If you


modify your theme, you must change
this value from the default.

 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.

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Attribute

Description

Values

condition

Specifies whether the categorization


structure is applicable to ITSM 6 (ar6standalone) or ITSM 7 (ar7+).

 ar6- standalone
 ar7+

file

Specifies the name of the XML file that


lists the category information. This
option is used only if Type is set to
XML.

 <Any name>
 KMS_catList.xml
(default)

form

Specifies the name of the AR System


form used for processing category
information. This option is used only if
Type is set to Remedy.

 KMS:SysAdmin_Output
Menu_CTI (default)
 <Any form name>

Planning and Configuration Guide

Categories element

Attribute

Description

Values

label

Defines how the categorization field


label is displayed in the editor.

 <Any name>
 Categories (default)

label_type

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.

 text
 key (default)

name

Descriptive name for your


categorization type.

 <Any name>
 CTI (default)

type

Defines from where the categorization


values are derived. If set to Remedy,
the authentication parameter must
also be set to Remedy.

 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

Description

Values

fieldID

ID number of the AR System field from


where categorization information is
retrieved.

 200000003 (default)
 <Any field ID number>

menu

Name of the AR System field from


where the categorization information
is retrieved.

 HPD:HelpDeskCategory
(default)
 <Any menu name>

name

Descriptive name for your


categorization type.

 <Any name>
 Category (default)

name_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.

 key (default)
 text

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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

Name

Description

Documents

rkm_doc

Knowledge base solutions

News_flashes

rkm_news_flashes

System news flash files

Attachments

rkm_attachment

Solution attachment files

General

rkm_general

Other custom content

Dictionary

rkm_dict

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

Description

Values

name

Defines the name of the table to be


indexed by Hummingbird
SearchServer.

 <Any valid table type>

stopfile

Defines the name of the stop file used.

 fultext.stp (default)
 <any valid stop file name>

type

Defines the type of table to be indexed


by Hummingbird SearchServer.

 <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

Description

Values

path

Defines the path to the external data


source.

 <Any path name>

vg

Defines the visibility group for the


external data source. You separate
multiple visibility groups with ~!~.

 <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

Description

Values

type

Indicates the path to the specified


content type and indicates whether the
path is relative or absolute.

 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

Description

Values

assigned_
notification file

Specifies the XML template file used


when sending assignment email
notifications.

 <Any file name>


 assigned_item_
notification.xml

(default)
email file

Specifies the XML template file used


when sending solutions by email.

 <Any file name>


 email.xml (default)

watch_item_
notification file

Specifies the XML template file used


when sending watch list email
notifications.

 <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

Description

Values

filename

Specifies the name of the XML


template that corresponds to the
authoring template.

 Supplied names
(default)
 <Any name>

name

Defines the descriptive name of the


authoring template. More than one
template is allowed.

 Supplied names
(default)
 <Any file name>

name_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.

 key (default)
 text

vg

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.

 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

Description

Values

name_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.

 text
 key (default)

name

Defines the descriptive name of the


workflow step.

 <Any name>
 Supplied steps (default)

promote

Defines which level to move the


solution to when it is promoted.

 <Any number>
 1, 2, 3, or 4 (default)

demote

Defines which level to move the


solution to when it is demoted.

 <Any number>
 1, 2, 3, or 4 (default)

assign

Defines which user to assign the


solution to when it is promoted.

 <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:

94

Query name

Location page

Columns

authoring

Authoring

catlist, title, vg, review_date,


docid, type, template,
creation_date, last_modified,
author, keywords, status, assigned

browse

Browse

catlist, title, vg, review_date,


docid, type, template,
creation_date, last_modified,
author, keywords, status, assigned

fud

Frequently used documents

total, doc_id, title, author, vg

fvd

Frequently viewed documents total, doc_id, title, author, vg

news_flashes

Home

title, news, docid, validfrom,


validto, vg, kmsauthor,
kmscreated

news_flash_
authoring

News Flashes

title, news, docid, validfrom,


validto, vg, kmsauthor,
kmscreated

quick_search

Home

score, catlist, title, vg, review_date,


docid, type, template,
creation_date, last_modified,
author, keywords, status, assigned

search

Search

score, catlist, title, vg, review_date,


docid, type, template,
creation_date, last_modified,
author, keywords, status, assigned

xml

Custom

score, catlist, title, vg, review_date,


docid, type, template,
creation_date, last_modified,
author, keywords, status, assigned

Planning and Configuration Guide

Queries element

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

Description

Values

name

Defines the name of the query.

 <any query name>

page_size

Defines the number of results that are


returned per page.

 25 (default)
 <any number>

sort_column

Defines the default column on which


to sort the information.

 <any valid column name>


(default)

sort_descending

Specifies whether to sort in descending


or ascending order.

 Yes (default)
 No

relevance

Specifies the relevance ranking


algorithm (if applicable).

 F2:4 (default)
 F2:1, F2:2, or F2:3

mode

Specifies the search mode (if


applicable).

 And (default)
 Or

thesaurus

Specifies the name of the thesaurus to


use (if any). International locales do
not support a thesaurus.

 <any valid name>

excerpt_max_wor
ds

Specifies the number of words to be


included in the solution summary (if
search summary option is enabled).

 50 (default)
 <any number>

excerpt_context_
words

Specifies the number of words to be


included in the words around hits
summary option (if enabled).

 15 (default)
 <any number>

column - name

Specifies the column to display in the


list. More than one column can be
defined.

 <any valid column name>

column label_type

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.

 key (default)
 text

column - label

Defines the descriptive label for your


column.

 <any column label>

column - width

Defines the width of the column as a


percentage.

 Blank (default)
 <any percentage>

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Attribute

Description

Values

column - align

Defines the alignment of the column.

 Left (default)
 Right
 Center

column - nowrap

Defines if the text in this column is to


be wrapped or not.

 Yes (default)
 No

field - name

Name of the solution field that is


searched.

 Title (default)
 Title or Keywords

field - weight

Numeric value that specifies how


much emphasis to place on the field
name. The higher the number, the
more emphasis the field has.

 3 (default)
 <any number>

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

Description

Values

id

Specifies the event ID number.

 <any number>

label

Defines the label for the event type.


Leave this option blank if the label is
the same as the event name.

 Blank (default)
 <any label>

label_type

Defines the type of label to assign to


the event.

 Key (default)

name

Defines the name of the event.

 <any event 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

Values

description text

Report description.

 <any description>

description
text_type

Defines the description type text for


the report.

 key (default)
 text

title text

Title of the report.

 Standard Reports
(default)
 <any name>

title text_type

Defines the text type for the report.

 key (default)
 text

URI text_type

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.

 key (default)
 text

URI text

The report description that appears in


the user interface.

 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

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.

112

Data type

Location

Knowledge base solutions

\BMC Remedy Knowledge Management\data

rkm database

<your database location>

Planning and Configuration Guide

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

Location

Indexing and build scripts

\Hummingbird\SerachServer5.4\exec

Thesaurus, Dictionary, and Stop file

\Hummingbird\SerachServer5.4\fultext

Thesaurus and Dictionary file (source)

\BMC Remedy Knowledge


Management\kms_data\dictionary

KMS Templates

\BMC Remedy Knowledge


Management\kms_data\templates

Themes

\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.


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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:
\data\kms_data\dictionary\en

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.
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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:
\data\kms_data\dictionary\en

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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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

also

after

an

and

as

at

be

because

before

between

but

by

do

from

for

however

how

if

in

into

my

of

or

other

out

since

such

to

than

that

the

these

this

there

those

under

upon

when

where

whether

which

with

within

without

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.
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 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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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


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 Search settings.

The Search settings screen appears.

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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

Copy from

Copy to

Apache
Tomcat 5.5

...\Hummingbird\
SearchServer 5.4\Java

<Apache Tomcat>\common\endorsed

Apache
Tomcat 4.1

...\Hummingbird\
SearchServer 5.4\Java

<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

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.

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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.

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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.

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="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.
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 To enable load balancing


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 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.

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Configuring for multi-tenancy

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.

Your configuration file should look similar to the following example:


<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.

Your configuration file should look similar to the following example:


<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.

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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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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

B
backing up
application files 113
data 112
basic partitioning 37
Best practices in knowledge management 13

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

Index

143

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
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

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Planning and Configuration Guide

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

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
email_templates element 91
event element 98
eventTypes element 97
external sources, indexing 136

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

G
general legacy data, adding 122
general settings, configuration settings 64
group element 84

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

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

J
Java mail service 24

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

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

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

Q
qualification element 132
queries element 93
Index

145

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
query element 95

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

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

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

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

U
user authentication 28
user roles 18
user-defaults element 83

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
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

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

148

Planning and Configuration Guide

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