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December 2007
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Contents
Preface
Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
About the integration with ITSM. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Related documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Chapter 1
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Chapter 2
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System architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
System components. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Functional architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Functional components. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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25
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Chapter 3
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Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Authentication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Content segmentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Access control groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Visibility groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Partitioning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Categorization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Document templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Solution workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Searching for solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Search features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Ranking algorithms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents
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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
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Workflow element . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Status element . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Queries element . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Query element . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
EventTypes element. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Event element. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Reports element . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Report element . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Chapter 6
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Chapter 7
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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.
Preface
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
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
Chapter
Chapter 1
11
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.
12
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:
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:
Chapter 1
13
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:
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.
Chapter 1
15
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.
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.
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:
16
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.
Issue description
Environment description
Resolution description
Draft
Approved
Publish
Chapter 1
17
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.
18
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:
Chapter 1
19
20
Chapter
21
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
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.
23
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.
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:
24
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.
25
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.
26
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.
27
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.
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:
28
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 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.
29
30
Chapter
Planning your
implementation
This section describes how to plan for your BMC Remedy Knowledge
Management implementation.
The following topics are provided:
31
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.
32
Security
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.
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.
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Content segmentation
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
35
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.
36
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
37
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.
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.
38
Content segmentation
39
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:
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.
40
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.
41
Search features
Hummingbird SearchServer for BMC Remedy Knowledge Management includes
the following search features:
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.
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.
42
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:
43
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
DecTree_Template.xml
Document
Email.xml
ErrorMessage_Template.xml
Document
HowTo_Template.xml
Document
NewsFlash_Template.xml
Document
ProbSol_Template.xml
Document
Reference_Template.xml
Document
Watch_Item_Notification.xml
Email templates
Email templates are used to format the email message that is sent when:
44
Customizing templates
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
All
KMS_DOC_TITLE
Solution title.
All
KMS_DOC_URL
Solution URL.
All
KMS_RECIPIENT_USER_ID
Watch List
Assignment
KMS_FROM
KMS_MESSAGE
45
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.
46
Customizing templates
47
General rules
Element rules
Field rules
Special objects
General rules
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
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>
contained within a table with Field Name and Field Data columns.
<KMS_dataSection name="Details" viewer="false"/>
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"/>
48
Customizing templates
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.
49
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.
Field rules
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.
50
Customizing templates
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
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.
51
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"/>
52
Customizing templates
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
mm/dd/yyyy.
Element rules
group for the document and separate the group names by ~!~:
<KMS_data id="KMS_visibility_groups">Internal~!~Self-Help</KMS_data>
53
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
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>
54
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.
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.
55
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.
56
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>
57
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:
58
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.
59
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.
60
Chapter
Chapter 4
61
NOTE
BMC Software recommends using the configuration settings screen whenever
possible to change your configuration settings.
62
password.
2 Click Settings.
The Settings window appears with Personal Settings and System Settings options.
3 Click System Settings.
4 Click the System tab.
Revert.
Chapter 4
63
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.
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.
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.
64
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.
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.
User: The user account for the knowledge management database (rkm), that the
BMC Remedy Knowledge Management system uses. For example, RKMAdmin.
URL: The name of the URL for the Hummingbird SearchServer search engine.
This value should not be changed.
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.
Chapter 4
65
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:
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:
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.
66
File paths
The following options are available on the file paths screen:
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.
Chapter 4
67
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.
Protocol: Type of protocol used for receiving email notifications. POP3 is the
only supported protocol.
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.
Chapter
Chapter 5
69
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.
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.
70
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.
Element
Description
RKM_boot
application
authentication
ports
session
reviewDate
remedy
systemFilePaths
searchEngine
database
i18n
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71
Section
Element
Description
RKM_global
security
visibility_groups
search
ranking by usage
search summary
dateFormat
day_month
appearance
theme
categories
cti
indexing
table
72
filePaths
<file type>
email_templates
<template name>
document
Templates
<template name>
workflow
status
queries
query
RKM_boot
Section
Element
Description
eventTypes
event
reports
report
RKM_boot
In the RKM_boot section of the configuration file, you define general system
options for BMC Remedy Knowledge Management operation, such as
authentication mode, ports, email settings, and system file paths.
The RKM_boot section contains the following parent and child elements:
application
authentication
ports
email (from, transport, store)
session
reviewDate
remedy
systemFilePaths (log and theme)
searchEngine
database
i18n
locale
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73
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
debug
True
False
files
True (default)
False
log_level
1: Warnings (default)
2: Errors
3: Debug messages
load-balance
False (default)
True
multi-tenancy
False (default)
True
Remedy
server
<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.
74
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
True (default)
False
pwd
Blank (default)
server
Blank (default)
<server name>
type
user
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
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
False (default)
True
delay-interval
10000 (default)
<any numeric value>
pop-before-smtp
True (default)
False
from address
Blank (default)
<valid email address>
from name
transport
prototocl
SMTP (default)
Blank
transport host
Blank (default)
<name of host>
transport port
25 (default)
<port number>
transport
username
Blank (default)
<user name>
transport
password
Blank (default)
<password>
store protocol
POP3 (default)
Blank
store host
Blank (default)
<name of host>
store port
110 (default)
<port number>
store username
Blank (default)
<user name>
store password
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
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
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
False (default)
True
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
dataHomeDir
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Attribute
Description
Values
log type
themes type
Example
<application ... >
<systemFilePaths configHomeDir="c:\kme" dataHomeDir="c:/kme">
<log type="relative">/kms_data/log/>
<themes type="relative">/kms_conf/themes/>
</systemFilePaths>
</application>
SearchEngine element
The searchEngine element defines the search engine used with BMC Remedy
Knowledge Management. Currently, Hummingbird SearchServer is the only
supported search engine. Do not change the values in this section unless directed
by BMC Software Technical Support.
Attribute
Description
Values
driver
jdbc.searchserver.
SSDriver (default)
url
jdbc:searchserver:
SearchServer_5.4
user
Blank (default)
<user name>
password
Blank (default)
<password>
connection
parameters
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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RKM_boot
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
com.microsoft.jdbc.
sqlserver.SQLServer
Driver (default)
Blank (default)
<database url>
user
Blank (default)
<user name>
password
Blank (default)
<password>
schema
3 (default)
<any valid level>
connection
parameters
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
en (default)
<ISO639 Language Code
(en, fr, es, de)>
enabled
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
False (default)
True
Example
<RKM_boot>
<i18n default="en" enabled="false">
<locale enabled="true">en</locale>
<locale enabled="true">fr</locale>
<locale enabled="true">es</locale>
<locale enabled="true">de</locale>
</i18n>
</RKM_boot>
RKM_global
In the RKM_global section of the configuration file, security parameters, such as
access control groups and visibility groups, are defined. The parameters in this
section are typically defined with the System Settings tool of the user interface and
not by editing the configuration file. For more information, see Chapter 6,
Managing your system with the System Settings tool.
The RKM_global section contains the following parent and child elements:
security
acg (rights, visibility)
visibility_groups
group
search
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RKM_global
Security element
The security element defines access control groups, rights, and visibilities. It has
one child element, acg.
BMC Remedy Knowledge Management provides five default access control
groups with varying combinations of the following privileges:
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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
Defaults
KMSSysAdmin
KMSAdmin
KMSSME
KMSUser
KMSSelfHelp
<any name>
rights
visibility
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.
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Attribute
Description
Values
name
Internal, Self-help
(default)
<any names>
self_help
False (default)
True
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
False (default)
True
usage-based
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
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
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
ar6- standalone
ar7+
file
<Any name>
KMS_catList.xml
(default)
form
KMS:SysAdmin_Output
Menu_CTI (default)
<Any form name>
Categories element
Attribute
Description
Values
label
<Any name>
Categories (default)
label_type
text
key (default)
name
<Any name>
CTI (default)
type
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
200000003 (default)
<Any field ID number>
menu
HPD:HelpDeskCategory
(default)
<Any menu name>
name
<Any name>
Category (default)
name_type
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
News_flashes
rkm_news_flashes
Attachments
rkm_attachment
General
rkm_general
Dictionary
rkm_dict
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
stopfile
fultext.stp (default)
<any valid stop file name>
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
vg
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
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
(default)
email file
watch_item_
notification file
(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
Supplied names
(default)
<Any name>
name
Supplied names
(default)
<Any file name>
name_type
key (default)
text
vg
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
text
key (default)
name
<Any name>
Supplied steps (default)
promote
<Any number>
1, 2, 3, or 4 (default)
demote
<Any number>
1, 2, 3, or 4 (default)
assign
<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:
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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:
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Query name
Location page
Columns
authoring
Authoring
browse
Browse
fud
fvd
news_flashes
Home
news_flash_
authoring
News Flashes
quick_search
Home
search
Search
xml
Custom
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
page_size
25 (default)
<any number>
sort_column
sort_descending
Yes (default)
No
relevance
F2:4 (default)
F2:1, F2:2, or F2:3
mode
And (default)
Or
thesaurus
excerpt_max_wor
ds
50 (default)
<any number>
excerpt_context_
words
15 (default)
<any number>
column - name
column label_type
key (default)
text
column - label
column - width
Blank (default)
<any percentage>
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Attribute
Description
Values
column - align
Left (default)
Right
Center
column - nowrap
Yes (default)
No
field - name
Title (default)
Title or Keywords
field - weight
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
<any number>
label
Blank (default)
<any label>
label_type
Key (default)
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
key (default)
text
title text
Standard Reports
(default)
<any name>
title text_type
key (default)
text
URI text_type
key (default)
text
URI text
Standard Reports
(default)
<any name>
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100
Chapter
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101
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.
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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password.
2 Click Settings.
The Settings screen appears with the two options, Personal Settings and System
Settings.
3 Click System Settings.
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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104
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.
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
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105
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.
The Edit Selected Users window appears. It contains the following options that can
be modified for that user.
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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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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.
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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109
110
Chapter
Chapter 7
111
Files\Hummingbird\
Files\AR System
If you did not accept the default installation paths during installation, your folder
names might be different.
112
Data type
Location
rkm database
Location
\Hummingbird\SerachServer5.4\exec
\Hummingbird\SerachServer5.4\fultext
KMS Templates
Themes
from your system backup to the corresponding path on the new server.
These include the following folders:
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3 Restore the BMC Remedy Knowledge Management data files and folders to the
\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.
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.
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.
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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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
Using a thesaurus
Thesaurus format
Each line in the thesaurus source file represents a rule. A rule can be either a
synonym or a suffix type. A rule can have up to two parts: a left side and a right
side separated by a colon (:). A rule can span more than one line, and each word or
suffix is separated by a space. Each rule must be terminated by a semicolon (;).
During a query to the knowledge base, synonym rules have precedence over suffix
rules.
117
Sample thesaurus
The following sample thesaurus file conforms to the basic synonym expansion
format and includes term suffixes as part of the synonym list.
118
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).
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:
Chapter 7
119
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.
120
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
121
sequence table.
2 Locate the doc_id record. It has the following data:
IMPORTANT
Use caution when changing document ID numbers. If you inadvertently use ID
numbers that were previously used, you can overwrite existing solutions.
Management server:
\data\kms_data\general
122
KMS_config_fr.xml
KMS_config_es.xml
KMS_config_de.xml
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).
accurate.
Chapter 7
123
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.
124
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.
demote="1"
demote="1"
demote="2"
demote="3"
name="Draft" promote="2"/>
name="SME Review" promote="3"/>
name="Spelling" promote="4"/>
name="Final Review"
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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125
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
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:
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>"
126
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.
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.
Chapter 7
127
Where:
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.
password.
2 Click Settings.
The Settings window appears with Personal Settings and System Settings options.
3 Click System Settings.
4 Click the System tab.
128
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.
NOTE
You must be a system administrator to perform this task.
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.
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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129
2 If you are using ServletExec as your JSP container, add the sbjapi50.jar file to the
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.
130
table
form
midtier
qualification (optional)
fields
field
categorization (optional)
Table element
The table element has the following attributes:
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:
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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131
pw: The password for the user name set in the user attribute. Specify this
attribute only if the server name is specified.
view: Enables you to define the view you want opened when you click on an
entry to view. When this attribute is set on the Form element, it applies to both
BMC Remedy User and Midtier. If this attribute is not defined, the default view
is used.
Midtier element
The midtier element has the following attributes:
view: Enables you to define the view you want opened when you click on an
entry to view. When this attribute is set on the midtier element, it applies to
midtier only. If the view attribute on the form element and the view attribute on
the midtier element are different, the view attribute for the form element is used
for BMC Remedy User and the view attribute for the midtier element is used for
midtier. If this attribute is not defined, the default view is used.
url: The midtier URL that serves the form when you click on a result link. If this
attribute is not defined, BMC Remedy Knowledge Management constructs a
URL with the format http://<AR Server>/arsys/, where AR Server is the server
specified in the authentication section of the configuration file. If you specify the
midtier attribute, it must have the following format:
http(s)://<Mid Tier Server[:port]>/<arsys>
NOTE
If midtier is installed on the same machine as AR System Server, uses port 80, and
is not being run over SSL, you do not have to define a midtier attribute (BMC
Remedy Knowledge Management constructs a valid URL). However, if any of
these conditions do not apply, you must define a midtier attribute with the
appropriate format.
Example: https://armidtier.hou:8443/arsys1
This URL indicates that midtier is run in SSL, is on port 8443 of server
armidtier.hou, and that the installed application name is arsys1.
Qualification element
The qualification element is optional. If you want BMC Remedy Knowledge
Management to index only a subset of the form elements, then provide a valid
AR System qualification.
Fields element
The fields element must contain one or more field elements. The content from these
fields are inserted into the index. This allows only specified content from the form
to be searchable.
132
Field element
The field element defines a specific AR System form field. It is used in both the
fields and categorization entries. The field element has the following attributes:
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>
Chapter 7
133
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.
134
following syntax:
java -classpath <NotifyPath> notifyRKM http://<ServerName:port>/rkm/
fromRemedy.jsp?execute=<action>&locale=<LanguageCode>
&server=<ARServerName>&form=<FormName>&eid=<Entry ID>
Where:
IMPORTANT
The notifyRKM.class file must reside on the AR System server.
Chapter 7
135
table
directory
Table element
The table element has the following attributes:
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:
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/>
136
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>
137
password.
2 Click Settings.
The Settings window appears with Personal Settings and System Settings options.
3 Click System Settings.
4 Click the System tab.
IMPORTANT
You must be a system administrator to access the configuration settings screen.
138
Update the ITSM integration. For more information, see the BMC Remedy
Knowledge Management Installation and Integration Guide.
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.
3 Locate the form attribute of the cti elements (operational and product) towards the
Chapter 7
139
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>
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
140
4 Run the RKMConvert utility from a command line, using the folder names you
created in step 3 and the 7xtoMultiTenancy.xsl file. For example, issue the
following command:
java -classpath c:\convert\RKMConvert.jar RKMConvert 7xtoMultitenancy.xml
old new
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
6 Copy your converted draft solutions from the converted folder to the new draft
Chapter 7
141
142
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
Index
A
access control groups
about 3435
adding and editing 105
combining with visibility groups 39
defining 104
separating from visibility groups 39
acg element 84
advanced partitioning 38
algorithms, ranking 43
analysts, educating 18
appearance element 86
application element 74
application files, backing up 113
AR System workflow
black box 125
filter 126
mixed mode 125
using 125
AR System cache
implementing automatic reset 127
resetting manually 107
AR System forms, indexing 131135
architecture
functional 25
system 22
assessing performance 19
audience 9
authentication element 75
authentication settings, configuration settings
screen 66
authentication, types of 3233
B
backing up
application files 113
data 112
basic partitioning 37
Best practices in knowledge management 13
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
144
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
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
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Scriptaculous License
Copyright (c) 2005 Thomas Fuchs (http://script.aculo.us, http://mir.aculo.us)
Permission is hereby granted, free of charge, to any person obtaining a copy of this software and associated documentation files
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