Enabling end users to request services from knowledge articles
Example of configuring related services with knowledge articles
Before you begin
Make sure that you have completed the following prerequisites:
Product | Description |
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Integrate BMC Helix Digital Workplace with BMC Helix Knowledge Management by ComAround | |
Periodically synchronize articles from BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows with BMC Helix Knowledge Management by ComAround | |
(If you have not synchronized articles from BMC Helix ITSM: Knowledge Management to BMC Helix Knowledge Management by ComAround) BMC Helix Knowledge Management by ComAround UI | Make sure you have one of the the following roles to add tags to the knowledge article
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(If you have not synchronized articles from BMC Helix Business Workflows to BMC Helix Knowledge Management by ComAround) BMC Helix Knowledge Management by ComAround UI | Make sure you have one of the the following roles to add tags to the knowledge article:
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Workflow to enable end users to request services from knowledge articles
Task | Role | Product | Action | Description | Reference |
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1 | Knowledge author | BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows | Fill out the knowledge article metadata when you create or update a knowledge article. | The field values are populated as BMC Helix Knowledge Management by ComAround knowledge article in the following format: Field = value Examples:
Important: If an article does not have tags in this format, the Category is listed in the Other menu when associating a service. |
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2 | Administrator | BMC Helix Digital Workplace | Integrate BMC Helix Digital Workplace with BMC Helix Knowledge Management by ComAround | Complete all the integration steps. | |
(Optional) 3 |
| BMC Helix Knowledge Management by ComAround | If you did not synchronize knowledge articles to create tags in BMC Helix Knowledge Management by ComAround | Manually add tags to the knowledge articles in the following format: Category = value Examples:
Important: If an article does not have tags in this format, the Category is listed in the Other menu in BMC Helix Digital Workplace when associating a service. |
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4 | Catalog administrator | BMC Helix Digital Workplace Catalog | Specify the default BMC Helix Innovation Studio connector (formerly known as BMC Helix Platform) with the same BMC Helix Innovation Studio instance on which BMC Helix Knowledge Management by ComAround is configured. | If only one BMC Helix Innovation Studio connector is configured, it is considered as the default connector. If multiple BMC Helix Innovation Studio connectors are configured, the first connector is applied by default. You can override the default by specifying the default connector. | |
5 | Catalog administrator | BMC Helix Digital Workplace Catalog | Associate the services with the same categories that you added the tags to the knowledge articles earlier. | On the Knowledge Article Association page, select the Knowledge Categories for each service so that the services are listed as Related items with the knowledge articles. For example, if you added the Company=Petramco tag to the knowledge article, select Company = Petramco in the Knowledge article association. |
Task 4: To specify the default BMC Helix Innovation Studio connector
- Log in to BMC Helix Digital Workplace Catalog.
- Click Application Settings
Result
After you complete all the tasks listed in the above table, the relevant services should be displayed as Related Items with the knowledge articles, as shown in the following example:
If the end user immediately submits a service request from the knowledge article, a comment is added to the request with the knowledge article link, as shown in the following image:
If the end user saves and closes the service request or adds the request in cart and then submits the request, the comment and the knowledge article link is not added.