This documentation supports the 23.3 version of BMC Helix Innovation Suite (AR System and BMC Helix Innovation Studio).

To view an earlier version, select the version from the Product version menu.

Configuring BMC Helix Knowledge Management by ComAround as a knowledge provider

You can use BMC Helix Knowledge Management by ComAround as a knowledge provider in the following BMC applications.

Important

BMC Helix Knowledge Management by ComAround is a SaaS solution, and you can use it as a knowledge provider in SaaS versions of the BMC applications only

  • BMC Helix Virtual Agent
  • BMC Helix Digital Workplace Advanced
  • BMC Helix ITSM: Smart IT

    Important

    You cannot use BMC Helix Knowledge Management by ComAround as a knowledge provider for Mid Tier.

  • BMC Helix Business Workflows

With BMC Helix Knowledge Management by ComAround, you boost your knowledge base with the following capabilities:


To use BMC Helix Knowledge Management by ComAround as a knowledge provider, you must first configure it in BMC Helix Innovation Studio, and then enable BMC Helix Knowledge Management by ComAround in your BMC applications.

To establish a connection between BMC Helix Knowledge Management by ComAround and your BMC applications, BMC Software adds the credentials of a BMC Helix Knowledge Management by ComAround instance in BMC Helix Innovation Studio > Administration > Knowledge Management > Knowledge configuration.

Warning

To maintain the established connection between BMC Helix Knowledge Management by ComAround and your BMC applications, do not change any settings on the Knowledge configuration page in BMC Helix Innovation Studio. 

The following image shows the sample Knowledge configuration page:

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 example, when you synchronize the knowledge base from your BMC knowledge provider application to BMC Helix Knowledge Management by ComAround, the synchronization tool migrates the knowledge articles to the selected BMC Helix Knowledge Management by ComAround portal. Also, you must map access permissions to the selected portal. 

After you complete the configuration, your users can interact with this BMC Helix Knowledge Management by ComAround  instance and the selected BMC Helix Knowledge Management by ComAround portal. For example, when users search for knowledge articles, BMC Helix Knowledge Management by ComAround searches for articles only in the selected portal. Also, when users launch BMC Helix Knowledge Management by ComAround directly from your BMC application, this portal opens.

Important

If you have multiple portals, you can use only one portal at a time. BMC Helix Knowledge Management by ComAround doesn't support the use of multiple portals simultaneously. 


Before you begin

Before you start to configure  BMC Helix Knowledge Management by ComAround as a knowledge provider, make sure that BMC Software has added the credentials of the BMC Helix Knowledge Management by ComAround instance.


To configure BMC Helix Knowledge Management by ComAround as a knowledge provider

As a BMC Helix Innovation Studio administrator, perform the following tasks to configure BMC Helix Knowledge Management by ComAround as a knowledge provider for your BMC applications. You perform these tasks in BMC Helix Innovation Studio. 

Important

By using the instructions in this topic, you can configure BMC Helix Knowledge Management by ComAround as a knowledge provider only in the BMC applications.

To integrate BMC Helix Knowledge Management by ComAround with non-BMC applications, see Integrating Open link in BMC Helix Knowledge Management by ComAround documentation.

TaskActionReference

1

(Optional) Map custom fields from the out-of-the-box knowledge templates in BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows Knowledge Management 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 your BMC application are automatically mapped with BMC Helix Knowledge Management by ComAround. However, if necessary, you can edit these out-of-the-box mappings too.

Mapping custom fields from BMC applications with BMC Helix Knowledge Management by ComAround

2

(Optional) Synchronize the articles from BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows Knowledge Management with BMC Helix Knowledge Management by ComAround.

Synchronizing BMC applications with BMC Helix Knowledge Management by ComAround

3

Map permission groups in BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows Knowledge Management with BMC Helix Knowledge Management by ComAround user groups, role, and portal to set knowledge access permissions in BMC Helix Knowledge Management by ComAround.

Mapping knowledge permissions from BMC applications to BMC Helix Knowledge Management by ComAround

After you complete the configuration tasks in BMC Helix Innovation Studio, application administrators must enable BMC Helix Knowledge Management by ComAround in the BMC applications:

Action

Role

Reference

To use BMC Helix Knowledge Management by ComAround as a knowledge provider in BMC Helix Virtual Agent

BMC Helix Virtual Agent administrator

Configuring BMC Helix Knowledge Management in BMC Helix Virtual Agent Open link

To use BMC Helix Knowledge Management by ComAround as a knowledge provider in BMC Helix Digital Workplace Advanced

BMC Helix Digital Workplace Advanced administrator

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

To use BMC Helix Knowledge Management by ComAround as a knowledge provider in BMC Helix ITSM: Smart IT

BMC Helix ITSM administrator

Configuring BMC Helix Knowledge Management by ComAround in BMC Helix ITSM Open link

To use BMC Helix Knowledge Management by ComAround as a knowledge provider in BMC Helix Business Workflows

BMC Helix Business Workflows administrator

Selecting a knowledge base for BMC Helix Business Workflows Open link


Result

After you configure and enable BMC Helix Knowledge Management by ComAround as a knowledge provider for a BMC application, end users can search for and find knowledge articles from BMC Helix Knowledge Management by ComAround in this application. For example, if you use BMC Helix Knowledge Management by ComAround as a knowledge provider in BMC Helix ITSM, end users can search for, view, and create knowledge articles in BMC Helix Knowledge Management by ComAround from BMC Helix ITSM. The following image shows how users can open articles from BMC Helix ITSM and view them in BMC Helix Knowledge Management by ComAround


For more information about using BMC Helix Knowledge Management by ComAround as a knowledge provider for BMC Helix ITSM, see Leveraging knowledge from BMC Helix Knowledge Management by ComAround Open link in the BMC Helix ITSM documentation. 


Where to go from here

To create search filters for BMC Helix Virtual Agent or BMC Helix Digital Workplace Advanced, see Creating search filters for BMC applications.

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