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Remedy Knowledge Management

Overview

The Knowledge Management package (referred to as RKM) provides a search utility to search the RKM application for various articles.  The articles are returned in a results list where the user can then drill into the specific articles to see details.

 

rkm2.PNG

Requirements

Repository

https://github.com/kineticdata/request-package-rkm

The link above is a link to the code repository where the RKM package can be found.  On the repository page there is a download link that says "ZIP" which will allow you to download the package as a zip file.

Since this is an open source repository you can also view the modifications we make to the package as development continues.  Changes may include implementation of new features, additional documentation, or bug fixes so it is a good way to see what is happening with the package.  We will also keep a general changelog for the package that details large development milestones when they are implemented.

Setup

Follow these steps to install the rkm package into your bundle.  Note that this package should be compatible with most bundles.

  1. Download the ZIP file from the repository above, the zip file will be named request-package-rkm.zip.  Unzip the zip and rename the directory to rkm.
  2. Copy the rkm directory to the packages directory of your bundle.  An example path would be /themes/klean/packages/rkm if installing it in the klean bundle.
  3. Configure the bundle properties in the configuration files (config.jspf).  The configuration file required by the rkm package can be found in the packages/rkm directory.  The Configurable Properties section below describes each of the bundle properties used in the rkm package.
  4. Create a launcher service item that uses the packages/rkm/rkm.jsp as its display page. Note that this service item does not need to contain any elements it simply needs to reference the rkm.jsp as its display page.

Configurable Properties

Below are the default configurable properties found in the rkm package.

Properties found in packages/rkm/config/config.jspf

rkmAdminUsername An admin username used to make proxy calls that require admin access.  The default configuration will use the username for the default web user of Kinetic Request.  If this is not a valid admin username on the rkm server this value can be hardcoded to a valid username.
rkmAdminPassword An admin password for the username above.  The default configuration will use the password for the default web user of Kinetic Request.  If this is not a valid admin account password on the rkm server this value can be hardcoded to a valid password.
rkmServer Server that the Knowledge Management application is installed on
rkmLocale Locale value used to authenticate against the server above
rkmPort Port number of the server above
commentUrl Url used to manage comments for the knowledge articles.  The default configuration is a url to a service item with the display name of "RKMComment".

 

The RKM package supports searches using a parameter of "mustHave", "mayHave" and "mustNotHave".  

The mustHave parameter will return knowledge articles that include all of the provided search words (an AND EQUAL TO search).  The mayHave parameter will return knowledge articles that have any of the provided search words (an OR EQUAL TO search).  The mustNotHave parameter will return knowledge articles that do not have any of the provided search words (an AND NOT EQUAL TO search).

The default in this package is a mustHave search.  To change the search parameter, edit the "rkm\interface\fragments\rkmResults.jspf" file and change the following line in the file as appropriate:

                data: 'mustHave=' + param.split(' ').join('+'),

Note that the Remedy Knowledge Management application leverages the Full Text Search engine within the AR System. There are a list of common words that are ignored by the Full Text Search engine and therefore will ignored in a user's Knowledge Management search. These words are configurable and can be accessed directly within Remedy via the file system (in the /fts/ftsconfiguration/ directory) or via the 'AR System Administration -> Server Information' form, on the 'FTS' tab in the 'Ignore Word List' field.

For additional information, please refer to Knowledge Management and Full-Text Search in the BMC documentation.