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.

Knowledge base synchronization overview

Knowledge base synchronization is a complex process that migrates articles and their attributes from a BMC application that you use to create and maintain knowledge content to BMC Helix Knowledge Management by ComAround. This process accommodates knowledge model differences between the systems to seamlessly synchronize articles, their attributes, states and localizations without data loss.    

Synchronization can be performed for the following scenarios:

  • If you want to use BMC Helix Knowledge Management by ComAround only to consume knowledge content and continue creating and editing articles in a BMC application where you originally created the knowledge base, you can have knowledge articles continuously synchronized from your BMC application to BMC Helix Knowledge Management by ComAround.
  • If you want to create knowledge articles directly in BMC Helix Knowledge Management by ComAround, you can migrate knowledge articles from your BMC application to BMC Helix Knowledge Management by ComAround as a one-time activity.


How knowledge base synchronization works

A synchronization job creates a list of articles to be synchronized. The following article types are added to the list:

  • New articles
  • Updated articles
  • Articles that failed to be synchronized previously

The job runs in this order:


How knowledge articles are synchronized to BMC Helix Knowledge Management by ComAround folders

The synchronization tool migrates knowledge articles from your BMC application to folders and subfolders in BMC Helix Knowledge Management by ComAround. You create folders in BMC Helix Knowledge Management by ComAround when you synchronize knowledge articles for the first time. 

The following table explains how the folder structure is created in BMC Helix Knowledge Management by ComAround: 

Product

Folder structure in BMC Helix Knowledge Management by ComAround

BMC Helix ITSM: Knowledge Management

Folder structure in BMC Helix Knowledge Management by ComAround is based on the companies, assignment groups, and visibility groups in BMC Helix ITSM: Knowledge Management.

BMC Helix Business Workflows Knowledge Management

Folder structure in BMC Helix Knowledge Management by ComAround is based on knowledge sets and associated lines of business in BMC Helix Business Workflows Knowledge Management.

When you migrate all articles as part of the initial knowledge base synchronization, the synchronization tool automatically generates subfolders for each folder created in BMC Helix Knowledge Management by ComAround and migrates knowledge articles directly into them. The number of articles that can be migrated into one subfolder is limited to 300 articles per folder by default. However, you can change this default setting.

When you run subsequent synchronizations to synchronize any newly created or edited articles from your BMC application, the synchronization tool handles the folder structure in the following way: 

  • If some folders do not exist in BMC Helix Knowledge Management by ComAround, the Sync changes only option creates them too.
  • If some subfolders haven't reached their full capacity during the initial synchronization, new articles are copied to these subfolders. Otherwise, new subfolders will be created in BMC Helix Knowledge Management by ComAround. For information about the number of articles that are by default migrated into one subfolder and how to change this setting, see To modify the number of articles to be migrated into subfolders.
  • If article groups have been changed in BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows Knowledge Management after the initial synchronization, new folders are created in BMC Helix Knowledge Management by ComAround. The articles are then copied to subfolders under these folders. 


Knowledge articles that are synchronized

During the knowledge base synchronization, the following knowledge article templates, states and attributes are synchronized from your BMC application to BMC Helix Knowledge Management by ComAround:


How article states are mapped

The following image shows the state of knowledge articles after the migration from your BMC application to BMC Helix Knowledge Management by ComAround:

Important

By default, cancelled and retired knowledge articles from your BMC application are not synchronized with BMC Helix Knowledge Management by ComAround. To modify the default query, see To modify the query to synchronize knowledge articles. For more information about creating new state mappings or modifying the default mappings, see To map an article status from your BMC application with an article state in BMC Helix Knowledge Management by ComAround.


How localizations are synchronized

The synchronization tool supports multilanguage synchronization for the locales that exist in both BMC Helix Knowledge Management by ComAround and your BMC application. The tool checks the article locale set in your BMC application and automatically synchronizes localized articles to the corresponding translation language in BMC Helix Knowledge Management by ComAround.

Important

The synchronization tool does not translate localized articles while migrating them from BMC applications to BMC Helix Knowledge Management by ComAround. It copies article content as is to the corresponding translation in BMC Helix Knowledge Management by ComAround. 

However, the synchronization tool can't migrate localized articles from BMC applications to BMC Helix Knowledge Management by ComAround in the following cases:

  • If BMC Helix Knowledge Management by ComAround doesn't support a translation language for the article locale set in your BMC application.
  • If BMC Helix Knowledge Management by ComAround supports a translation language for the article locale set in your BMC application, but this language isn't configured for a BMC Helix Knowledge Management by ComAround portal.

Example

If a portal in BMC Helix Knowledge Management by ComAround is configured to support only English and German translations, localized articles in Polish in BMC Helix ITSM: Knowledge Management won't be migrated to BMC Helix Knowledge Management by ComAround. To enable synchronization of these articles to Polish, the portal in BMC Helix Knowledge Management by ComAround must be configured to support the Polish translation as well. 

In these cases, the synchronization tool returns the Invalid portal culture exception, skips the localized articles in that language, and moves to other articles.

However, you can define a custom mapping for the locales that either don't exist in BMC Helix Knowledge Management by ComAround or aren't supported by a BMC Helix Knowledge Management by ComAround portal. This mapping will enable the synchronization tool to migrate localized articles into the translation language of your choice. For more information about defining a custom locale mapping, see To create a custom locale mapping.


How localized metadata fields are synchronized

If the article locale is set to a different language than English in your BMC application, metadata fields are copied as article tags to the respective translation in BMC Helix Knowledge Management by ComAround, in the following format:

  • Field value is copied as is. If it is localized in your BMC application, it remains localized in BMC Helix Knowledge Management by ComAround.
  • Field name is always presented in the English language in BMC Helix Knowledge Management by ComAround, regardless of:
    • its localization in your BMC application
    • the translation language to which an article is migrated in BMC Helix Knowledge Management by ComAround

Examples

Field value synchronization

The Department metadata field is set to Customer Service for a localized article in the Polish language in BMC Helix ITSM: Knowledge Management. After this article is copied to the Polish translation in BMC Helix Knowledge Management by ComAround, the corresponding tag will be Department=Customer Service. However, if the value of the Department metadata field is set to Obsługa klienta in BMC Helix ITSM: Knowledge Management, the tag will be Department=Obsługa klienta in BMC Helix Knowledge Management by ComAround.

Field name synchronization

If the system locale is set to the Polish language in BMC Helix Business Workflows Knowledge Management, the name of the Department field may be displayed in Polish, which will be Dział in this case. However, it will be copied in the English language to BMC Helix Knowledge Management by ComAround, regardless of the BMC Helix Business Workflows Knowledge Management locale. For example, the metadata field Dział that is set to the value Obsługa klienta will be migrated from BMC Helix Business Workflows Knowledge Management to BMC Helix Knowledge Management by ComAround as Department=Obsługa klienta.


How links are synchronized

If knowledge articles in your BMC application contain links to other articles in the same application, the synchronization tool migrates these links to BMC Helix Knowledge Management by ComAround.  When end users click these links in BMC Helix Knowledge Management by ComAround, they are redirected to the corresponding knowledge articles in BMC Helix Knowledge Management by ComAround. 

Example

In BMC Helix ITSM: Knowledge Management, the article How to create a work order contains a link to the article How to update a work order. When Jordon, the administrator, runs the synchronization tool, both articles are migrated from BMC Helix ITSM: Knowledge Management to BMC Helix Knowledge Management by ComAround. When Britney, an end user, opens the article How to create a work order in BMC Helix Knowledge Management by ComAround and clicks the link to the article How to update a work order, the article How to update a work order opens in BMC Helix Knowledge Management by ComAround. 

Migration of links ensures information integrity and a seamless user experience after the knowledge base synchronization. End users can effortlessly navigate and explore the content in BMC Helix Knowledge Management by ComAround and are not redirected to the BMC application, from where the knowledge articles were migrated. For the migration of links to work properly, make sure that BMC Software has specified Helix Knowledge Management main URL. For more information, see Configuring BMC Helix Knowledge Management by ComAround as a knowledge provider.

Important

When a knowledge article that contains a link is migrated, but the referenced article has not been migrated for some reason, the link is present in BMC Helix Knowledge Management by ComAround. However, when end users click this link, they are redirected to the original knowledge article outside BMC Helix Knowledge Management by ComAround. For migrated links to work, both articles must be successfully migrated to BMC Helix Knowledge Management by ComAround.

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