2021 enhancements


Review the BMC Helix Knowledge Management by ComAround enhancements for features that will benefit your organization and to understand changes that might impact your users.



Related topics

Release notes and notices

Known and corrected issues

Knowledge-Centered Services v6 training and certification


November21, 2021

Reduced restrictions for knowledge article tags

Restrictions for knowledge article tags are reduced to include the following changes:

  • Number of characters - 3 to 256
  • Special characters except a comma or a space

Administrators can benefit from this capability in the following ways: 

  • Don't have to rename the tags to remove the unsupported characters.
  • Can add more number of tags without repeating the characters.
  • Can add localized tags.

Examples of allowed and disallowed tags

The following example shows the allowed tags:

  • "alpha"
  • "aaa"
  • "alpha "
  • "1, alpha"

The following examples show the disallowed tags:

  • " "
  • " alpha"
  • " 1"


Support for BMC Helix Single Sign-On

Users of BMC applications can easily access knowledge articles from BMC Helix Knowledge Management by ComAround with the support for BMC Helix Single Sign-On (Helix SSO) .


What else changed in this release

UpdateProduct behavior in versions earlier than 21.3.02Product behavior from version 21.3.02
Removed views and votes from the search index

Knowledge article views and votes were indexed for search.

Knowledge article views and votes and no longer indexed for search.




October 24, 2021

Manually update the list of keywords in Agent Assist

Administrators can use the keyword editor to manually update the list of keywords used in Agent Assist. The Agent Assist tool attempts to match the words that an agent utters to the words in this list to display the relevant knowledge articles. 

For more information, see  Keyword editor in Agent Assist .

The following image shows the keyword editor:



Discontinued the validity date range for URL as a content object

Knowledge workers can no longer specify the validity of a URL as a content object. Knowledge workers can continue to create a URL and specify other settings.

The following image shows the Period of validity:


What else changed in this release

UpdateProduct behavior in versions earlier than 21.3.01Product behavior from version 21.3.01
Updated Identity server to Duende

Open source implementation of the Login server .

License-based fork implementation of the Duende login server .




September 23, 2021

Associate articles with tickets or incidents. 

Knowledge workers in BMC Helix Knowledge Management by ComAround can associate articles with tickets or incidents. Knowledge managers can use this data to create patterns of reuse of an article and assess the value of the knowledge base.

This capability requires ComAround Connect API integration.

For more information, see Associate an incident or a case to a knowledge article . 

To know more about ComAround Connect APIs, see  ComAround Connect API documentation


BMC Helix Knowledge Management documentation

BMC Helix Knowledge Management product documentation is available at docs.bmc.com. The help articles continue to reside in zero.comaround.com, whereas information that is typically required before getting the product such as Use cases and Onboarding and implementing is in this documentation space. 


What else changed in this release

UpdateProduct behavior in versions earlier than 21.3Product behavior from version 21.3
Sorting search results based on Views and Resolution rate is removed.Knowledge workers and end users could sort search results based on Views and Resolution rate.Knowledge workers and end users can no longer sort search results based on Views and Resolution rate.
If you are using the Search API, then sorting search results based on Most helpful and Most viewed is removed.Knowledge workers and end users could sort search results based on Most helpful and Most viewed.The Search API ignores sortBy Most helpful and Most viewed, and knowledge workers and end users can no longer sort on these parameters.
The Add E-learning button is hidden.The Add e-learning option was visible in the content editor.

The Add e-learning option is not visible in the content editor.

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