Integrating BMC Helix Knowledge Management by ComAround with BMC Helix Digital Workplace

Use BMC Helix Knowledge Management by ComAround and boost your knowledge base with an extensive Article-Pack that supports service desk agents and customers using software from Microsoft, Google, Adobe, and Zoom. 

As an administrator, you integrate BMC Helix Knowledge Management by ComAround with BMC Helix Digital Workplace. BMC Helix Innovation Studio is the interface between BMC Helix Knowledge Management by ComAround and BMC Helix Digital Workplace.

This integration provides the following benefits to the end users:

• Multi-language support that reduces translation costs.
• Pre-loaded knowledge articles that contain screenshots and videos.
  
• knowledge articles from BMC Helix ITSM: Knowledge Management that are synchronized with BMC Helix Knowledge Management by ComAround.
• Knowledge articles from BMC Helix Business Workflows that are synchronized with BMC Helix Knowledge Management by ComAround.
• Submit service requests from the knowledge articles

Process overview

To configure the integration, you must complete integration tasks in BMC Helix Innovation Studio and BMC Helix Digital Workplace.

Before you begin

Make sure that you have purchased the BMC Helix Knowledge Management by ComAround  license and have the following credentials:

• ComAround knowledge API URL
• ComAround subscription ID
• ComAround user name and password

To configure BMC Helix Knowledge Management by ComAround with BMC Helix Digital Workplace

1. Log in BMC Helix Digital Workplace Admin Console. 
2. Click the Configuration tab. 
3. On the Application Features tab, in the Providers section, click ComAround pluggable provider. 

4. In the ComAround pluggable provider Settings section, complete the following fields: 

   Field and description	Description	Example Value
   innovation_suite.url	Specify the BMC Helix Innovation Studio URL that you want to connect to BMC Helix Knowledge Management by ComAround.	http://servername.bmc.com:8008
   Innovation_suite.system_user	Specify the user name of the BMC Helix Innovation Studio instance that you specified in the URL field.	administrator
   innovation_suite.system_password	Specify the password of the BMC Helix Knowledge Management by ComAround instance that you specified in the URL field.	-
   innovation_suite.tenant_name	Specify the tenant name, if applicable.	Calbro
   innovation_suite.connection_timeout_seconds	Specify the time in seconds when the connection to BMC Helix Innovation Studio times out. Default value: 5	10
   comaround.use.locale	Select this check box if you want end users to view knowledge articles only in their browser locale or BMC Helix Digital Workplace locale. Default: Selected If the ComAround pluggable provider supports a locale, the search returns knowledge articles in that locale only. If the ComAround pluggable provider does not support a locale, the search returns only articles in English.	Selected
   comaround.feedback.rating.code.mapping	Specify one of the following options to trigger an email to be sent to the knowledge article author. The mapping between knowledge rating in BMC Helix Digital Workplace and ComAround feedback option is as follows: 1. Not usable—Not useful 2. Poor: Inaccurate—Not useful 3. Fair: Insufficient—Not Useful 4. Good: Usable but needs improvement—Useful 5. Excellent: Effective and accurate—Useful Default value: 3 When an article receives the rating 3.Fair:Insufficient—Not Useful or below in BMC Helix Digital Workplace, an email is sent to the knowledge article author with the rating.	4
   comaround.article.sortby	Specify how you want to sort the search results displayed to the end users. Default: mostRelevant Valid values: (Default value) mostRelevant mostViewed mostHelpful recentlyAdded Important: If you select the unsupported values—mostResolvedRate or mostLatest, the default value mostRelevant is applied and the most relevant articles are dispalyed.	mostViewed
   comaround.feedback.apply.user.email	Select this check box if you want to include the email address of the person who last modified an article. The email address is included in the feedback email sent to the knowledge article author.  Default: Selected	Selected

   The following image is an example of the ComAround pluggable provider Settings section: