www.kbi.com +1.626.441.0702 sales@kbi.com KnowledgeBroker's Desktop Computer Support KnowledgeBase For HP Service Manager 7.11 Installation and User Guide
Table of Contents Installation and User Guide Table of Contents Integration Overview. 3 Integration Requirements. 5 Support..6 How to Install...7 Testing the Integration....14 How to Search....15 How to Uninstall. 22 Verifying that the Uninstall was Successful... 26 Uninstall Clean-up..27 Troubleshooting.. 28 2009 KnowledgeBroker, Inc. All rights reserved. Other brand and product names are the property of their respective owners. 2 of 28
Integration Overview Integration Overview KnowledgeBroker's (KBI) Desktop Computer Support KnowledgeBase for HP Service Manager is a prepackaged computer support database. It contains thousands of immediate, out-of-the-box answers to questions for 190+ Desktop and Internet applications. This powerful database is fully integrated with HP Service Manager. Used by Help Desk Analysts and End users for self-service, the KBI KnowledgeBase saves time, cuts costs, streamlines the support process and supports KCS and ITIL compliance. KnowledgeBase content is a key Help Desk component for resolving problems with computer software efficiently and effectively. The KBI KnowledgeBase imports into Service Manager through an import utility that ships with the product. The import has been optimized to utilize the capabilities, features and function sets of Service Manager. Help Desk Analysts access the Desktop Computer Support KnowledgeBase through the Service Manager Help Desk. The Agent enters a phrase or a problem and the search engine brings back a series of results. The analyst selects a topic to view the solution. 3 of 28
Integration Overview All of KnowledgeBroker's content is designed to take time out of every call. Answers are written in a short, concise, step-by-step format. Key words are in bold. Screen shots are embedded. Analysts can talk the caller through the solution or use it as a call script. When the issue is resolved, the analyst can use the solution to populate and close the ticket. End users access KnowledgeBroker's Desktop Computer Support KnowledgeBase through selfservice. They query the KBI KnowledgeBase for answers to "How to..." topics, "Error Messages" and "Problem Symptoms'. Once an End User has their answer, they no longer need to open a ticket or call the help desk. KnowledgeBroker s KnowledgeBase is updated quarterly with new topics and new domains through an annual subscription. KnowledgeBroker also teams with organizations to develop and write searchable content for proprietary applications. All of our content is delivered formatted for immediate import into HP Service Manager. What is the value proposition to HP Software users? KnowledgeBroker s KnowledgeBase for Desktop Computer Support improves Help Desk efficiency, increases first call resolution rates, reduces inbound call volume with end user self-service, and supports ITIL and KCS compliance, the underlying Best Practice Principals of the Service Manager System. Benefits Immediate ROI Cut inbound call times from 15 to 12 Minutes with short concise solutions Increase First Call Resolution Rate (FCR) with answers in the system. Reduce inbound call volume by up to 30% with End-User self-service. Provide consistent answers day-to-day, shift-to-shift. Minimize call times with short, step-by-step, beginner to advanced level solutions. Just in time computer training. Learn while you work. Great for analysts. Great for end users. Fast, first tier help. Secure. Behind the customer s firewall. No clicks on links or outside URLs. KBI's Desktop Support KnowledgeBase is in the system. Better support center results Resource and training tool. Major cost savings - Buy vs. Build. For customers that are just beginning to build their own proprietary content, the KBI KnowledgeBase for HP Service Manager is an invaluable resource. It provides literally thousands of examples of how to write strong, effective content and acts as a template for getting the entire process started. 4 of 28
Installation Requirements Installation Requirements Licensing Requirements: HP Service Manager 7.11 Named or Floating HP Knowledge Management Licenses, End User Knowledge Management Licenses. KnowledgeBases are licensed on a 1:1 ratio to the number of Knowledge Management licenses currently installed. Space Requirements: 100 Megabytes or more. Final size determined by content imported. Operating Systems Supported: KnowledgeBroker s (KBI) KnowledgeBases are database neutral. As long as KBI KnowledgeBases are imported into Service Manager using the Service Manager Knowledge Management import utility, they will import into and operate in any operating environment where Service Manager is currently installed. Relational Databases supported: KnowledgeBroker s KnowledgeBases will run in any DataBase structure that is being used by HP Service Manager 7.11 Required for Installation: Hp Service Manager 7.11 HP Service Manager Search Engine Java SDK 5 of 28
Support Support for KnowledgeBroker s KnowledgeBase KnowledgeBroker provides support for KBI KnowledgeBases by email and telephone, Monday Friday from 9:00 am 5:00 pm Pacific time (GMC-7). For additional information and Troubleshooting FAQs, go to www.kbi.com/hp/troubleshooting Send an email with questions to: HPKnowledgeBaseSupport@kbi.com Please include the following: 1. What product are you using? 2. What is the version number? 3. Have you applied any patches? If so, which ones? 4. Describe your problem. Please include: Screen shots of the problem The sm.log file (or the sc.log file) A screen shot of the Environment screen. A screen shot of the 'Reschedule Record for KM Update.' 5. What have you tried? 6. Contact information: Name, Title, Company, Email Address, Telephone Number, and Time Zone 7. What is the best way to reach you? 8. When is the best time to reach you? Or give a us a call at +1.626.441.0702. For additional help with troubleshooting, go to www.kbi.com/hp/troubleshooting We look forward to working with you. 6 of 28
How to Install How to Install KnowledgeBases in HP Service Manager 7.11 To install KnowledgeBroker s KnowledgeBases in HP Service Manager, open the km-import- 7.11.zip utility that is included on the installation CD of Service Manager. It is located under the folder KnowledgeManagement. Copy the file locally and extract it. Once the file has been extracted, edit the batch files so that they show the correct path to the Java SDK. 7 of 28
How to Install Copy the path. Edit the batch files rundocumentimport.bat and wsdl2java.bat. Put the path in for the JAVA_HOME. Change the path it so that it reflects 8.3 naming conventions. eg. SET JAVA_HOME=C:\progra~1\Java\jdk1.6.0_13 8 of 28
How to Install When editing the batch file rundocumentimport.bat, pay close attention to the following line: SET CLASS_PATH=./lib/activation-1.1.jar;./lib/axis-1.2.jar;./lib/commons-discovery- 0.2.jar;./lib/commons-logging-1.1.jar;./lib/axis-jaxrpc-1.2.jar;./lib/km-import-7.11.jar;./lib/log4j- 1.2.14.jar;./lib/mail-1.4.jar;./lib/axis-saaj-1.2.jar;./lib/axis-wsdl4j- 1.5.1.jar;./lib/createknowledge.jar; There s a reference to km-import-7.11.jar, if the reference is km-import-7.10.jar change it to km-import-7.11.jar. Run the wsdl2 java batch file. Double click on it and it will compile required java classes. 9 of 28
How to Install Once it is complete, copy over KBI content. KnowledgeBroker provides KnowledgeBase content in a zip file. The attached file a test DemoBase that contains a total of 400 solutions from Windows XP, Word XP, Excel XP and Outlook XP. To see the folder structure and test the content, extract the content from the DemoBase (HPC.zip) 10 of 28
How to Install After extracting the data, you will see four folders, one for each title in the DemoBase. The xml inside each folder contains the text for each Knowledge Article. The attachments folder contains the images in the Knowledge Articles. Take all of the folders and copy them in to the folder called MigrationDocs. By default the KM import tool uses' 'MigrationDocs' off the C: drive. 11 of 28
How to Install To run the ' rundocumentimport.bat ' batch file. Open a Command Prompt window, and change to the location where km-import-7.11.zip was extracted. Eg. CD c;\temp\km-import-7.11 12 of 28
How to Install Execute the rundocumentimport.bat file from the command line prompt by entering the name and specifying a user name and password that has KM Admin rights in HP Service Manager. Eg. rundocumentimport falcon falcon After additional Java compiling, the import begins. Once the import is complete, you will see a summary telling you how many documents were imported and how many attachments were imported. If, for any reason, there is an error or a document is rejected or skipped, it will be listed here. 13 of 28
Testing the Integration Testing the KnowledgeBase Integration Once you have integrated the data, go to Manage KM Document Categories under Knowledge Management. Each knowledge article has been assigned to both a High Level Group Category (Example: Desktop Applications, Operating Systems) and a specific title or domain name. (Example: Windows XP Professional, Outlook XP, Word XP, Excel XP). These categories group the content and help optimize the search. On the screen below you will see the Categories that imported with the DemoBase. In this view you can either search using Search Documents or look at Approved Documents. Click on Approved documents. Click on Add at the bottom of the window. Select Excel. Excel will be added to the search window. Click Search in the toolbar. The system will return a list of all of the Excel documents that were loaded into the system. Select any topic and the step-bystep solution will be displayed in the window. To help you do additional testing using Incident Management or Self Service, we have included a list of all of the topics in our Sample DemoBase. Use any of the phrases on this list when you search and you should get a search result. 14 of 28
How to Search How to search the KBI Desktop Computer Support KnowledgeBase There are a number of ways to search the KBI Desktop Computer Support KnowledgeBase in Service Manager. Below are examples of how to search the KnowledgeBase using the Incident Management, Service Desk, and Knowledge Management. Search the KnowledgeBase using Incident Management/Incident Queue To search the KBI Desktop Computer Support KnowledgeBase in Incident Management, go to Menu Navigation/Incident Management/Incident Queue. Select an incident. Scroll down to the bottom of the ticket to see the 'Description' box and the 'Search KnowledgeBase' button. 15 of 28
How to Search Enter a search term in the Description Box and click on 'Search Knowledge.' As an example, we entered 'Windows XP.' The search engine will bring back a list of results sorted by relevancy. To see a full knowledge article, click on the title. 16 of 28
How to Search Search the KnowledgeBase using Incident Management/Search KnowledgeBase Under the MenuNavigator, select Incident Management/Tools/Search KnowledgeBase. Enter the term 'Error' in the search box and click 'search'. Search results will appear under the search box. To see a full knowledge article, click on the title. Search the KnowledgeBase using Service Desk / Search KnowledgeBase or Knowledge Management/ Search KnowledgeBase. Under the Menu Navigation go to either Service Desk / Search KnowledgeBase or Knowledge Management/ Search KnowledgeBase and follow the instructions outlined above under Incident Manager/Search KnowledgeBase. 17 of 28
How to Search Search the KnowledgeBase using Service Desk/ Interaction Queue Go to the MenuNavigator/Service Desk/Interaction Queue. Select an Interaction. Scroll down to the bottom of the interaction. Enter a term in the description box and click on 'Search KnowledgeBase'. 18 of 28
How to Search Search results will appear under the search box. To see a full knowledge article, click on the title. 19 of 28
How to Search Search All Approved Documents Using KnowledgeManagement/Approved Documents. To search approved documents in the KnowledgeBase, go to KnowledgeManagement/Approved documents. Click on 'Add' to see available categories. Select a category. KnowledgeBroker to bring up all KnowledgeBroker articles in the system. 20 of 28
How to Search Select any of the individual articles to see a solution. After doing an import, this is an easy way to verify that the KBI content has been imported. 21 of 28
How to Uninstall Uninstalling KnowledgeBroker s KnowledgeBases in HP Service Manager 7.11 To uninstall KnowledgeBroker s KnowledgeBases go to connection/menu navigation/knowledgemanagement/manage KM document Categories. In the category window are all of the KBI categories that have been loaded into the system. This include high level categories like Desktop applications, the names of individual applications like Word XP and a Master Category called knowledgebroker that is associated with every topic within the KnowledgeBroker KnowledgeBase. Go back to the navigation bar and select Approved documents and click on add. 22 of 28
How to Uninstall Scroll down the Select Category list and select KnowledgeBroker. Move the right hand scroll bar at the top of the screen up and down to see a list of all installed KnowledgeBroker articles. Close this window and go back to Menu Navigation/ System Adminstration/Ongoing Maintenance/ Purge/archive. Under Enter Format Name: enter kmdocument and click ok. 23 of 28
How to Uninstall Select File for purge and/or archive. Under Format Name, click on kmdocumentlist. On the next screen you will be asked to Enter Search Argument. Click on query and enter (categories#"km019t") All of the KnowledgeBroker articles will show on the screen. Beneath the function key, click on 'Purge." 24 of 28
How to Uninstall While the system is purging the files, the menu at the top of the screen will say purge. This process will take time. Once the files are purged, the screen will be empty. 25 of 28
Verify that the Uninstall was Successful Verifying that KnowledgeBroker's KnowledgBase has been Uninstalled in HP Service Manager 7.11 There are two ways to verify that the articles have been purged from your system. First go back to Menu Navigation/System Administration/system/purge/archive and highlight kmdocuments.list. A message will appear that shows how many documents have been purged. Close windows and go back to Menu navigation/knowledge Management/Approved documents. Click on add and select knowledgebroker. Above Search Knowledge Documents it should say No approved documents found. 26 of 28
Uninstall Clean-up Uninstall Clean-up The last step of the process is to remove 'empty' categories. Go to Menu Navigation/Knowledge Management/ manage KM Document categories. Select a category and then click on delete. Every time you delete a category, you will be asked to verify your choice before the category is deleted. 27 of 28
Troubleshooting Troubleshooting For additional information and Troubleshooting FAQs, go to www.kbi.com/hp/troubleshooting Send an email with questions about the integration to: HPKnowledgebaseSupport@kbi.com Be sure and include the following: 1. What product are you using? 2. What is the version number? 3. Have you applied any patches? If so, which ones? 4. Describe your problem. Please include: Screen shots of the problem The sm.log file (or the sc.log file) Screen shot of the Environment screen. Screen shot of the 'Reschedule Record for KM Update.' 5. What have you tried? 6. Contact Information: Name, Title, Company, Email Address, Telephone Number, and Time Zone 7. What is the best way to reach you? 8. When is the best time to reach you? Thanks!. 28 of 28