Integrating BMC Helix Knowledge Management by ComAround with BMC Helix Digital Workplace
Use BMC Helix Knowledge Management by ComAround as a knowledge article source for BMC Helix Digital Workplace to boost your knowledge base with the numerous capabilities of BMC Helix Knowledge Management by ComAround. For more information about BMC Helix Knowledge Management by ComAround and its benefits, see Leveraging knowledge from BMC Helix Knowledge Management by ComAround.
As an administrator, you configure BMC Helix Knowledge Management by ComAround as a knowledge article provider for BMC Helix Digital Workplace. BMC Helix Innovation Studio is the interface between BMC Helix Knowledge Management by ComAround and BMC Helix Digital Workplace.
You must complete the common configuration tasks in BMC Helix Innovation Studio, and then enable BMC Helix Knowledge Management by ComAround as the knowledge provider in BMC Helix Digital Workplace.
Important
End users can view only those articles for which they have the viewing permissions.
Before you begin
After you subscribe to BMC Helix Knowledge Management by ComAround, BMC Software sets up the credentials of a BMC Helix Knowledge Management by ComAround instance in BMC Helix Innovation Studio. When you configure BMC Helix Knowledge Management by ComAround as a knowledge provider, the steps that you take have an impact on this specific instance and the selected BMC Helix Knowledge Management by ComAround portal. For more information, see
Configuring BMC Helix Knowledge Management by ComAround as a knowledge provider
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Before you enable BMC Helix Knowledge Management by ComAround as the knowledge provider, complete the following steps in BMC Helix Innovation Studio:
| Task | Action | Reference |
|---|---|---|
| 1 | (Optional) Map custom fields from the out-of-the-box knowledge templates in BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows with BMC Helix Knowledge Management by ComAround. Important: If you don't use custom fields, you do not need to do the mapping because out-of-the-box knowledge templates and fields in BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows are automatically mapped with BMC Helix Knowledge Management by ComAround. However, if necessary, you can edit these out-of-the-box mappings too. | |
| 2 | (Optional) If you want to include articles from BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows, synchronize the knowledge articles with BMC Helix Knowledge Management by ComAround. |
To configure BMC Helix Knowledge Management by ComAround with BMC Helix Digital Workplace
- Log in BMC Helix Digital Workplace Admin Console.
- Click the Configuration tab.
- On the Application Features tab, in the Providers section, click ComAround pluggable provider.
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 Enter the user name of the BMC Helix Innovation Studio instance.
administrator innovation_suite.system_password Enter the password of the BMC Helix Knowledge Management by ComAround instance.
- 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: SelectedIf 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 - In the Providers section, select ComAround pluggable provider Settings check box to enable BMC Helix Knowledge Management by ComAround as a knowledge provider in the search.
The following image is an example of the ComAround pluggable provider Settings section:
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