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.

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

The out-of-the-box knowledge templates and fields in BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows Knowledge Management are mapped with BMC Helix Knowledge Management by ComAround templates. As an administrator, you can 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 templates.

You must perform this mapping for the synchronization tool to successfully migrate knowledge articles that use custom fields from BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows Knowledge Management.

Important

You can't map custom knowledge templates from BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows Knowledge Management with BMC Helix Knowledge Management by ComAround templates. Only custom fields from the out-of-the-box knowledge templates can be mapped.

After you configure BMC Helix Knowledge Management by ComAround as a knowledge provider, your BMC application can leverage the full potential of BMC Helix Knowledge Management by ComAround. For more information about the benefits of BMC Helix Knowledge Management by ComAround, see Configuring BMC Helix Knowledge Management by ComAround as a knowledge provider.


Before you begin

Knowledge provider application Precondition

BMC Helix ITSM: Knowledge Management

Create a data source connection and a data source mapping between BMC Helix ITSM: Knowledge Management or BMC Helix Knowledge Management by ComAround.


To map custom fields from the out-of-the-box templates with BMC Helix Knowledge Management by ComAround

You can create one-to-one or many-to-one field mappings between the BMC application that you use as a knowledge provider and BMC Helix Knowledge Management by ComAround. Review the field mapping examples

  1. Log in to BMC Helix Innovation Studio and navigate to the Administration tab. 

  2. Select Knowledge management > Knowledge sync configuration > Knowledge Article Templates and Attribute Mappings

  3. On the Knowledge Article Templates page, click New and specify the following fields:

    Field

    Description

    Value

    Knowledge Article Source

    Specify the knowledge base source.

    • Knowledge Management —If you use BMC Helix ITSM: Knowledge Management as a knowledge provider.
    • Business Workflows—If you use BMC Helix Business Workflows Knowledge Management as a knowledge provider.

    Knowledge Article Type

    Specify the form name of the template.

    For BMC Helix ITSM: Knowledge Management, enter the name exactly as seen in Developer Studio.

    For example, KCS Template

    Status

    Enable or disable the template.

    Important: Articles that are based on the disabled templates are not migrated during knowledge synchronization. If you want to migrate these articles, enable the corresponding templates for these articles first, and then migrate all knowledge articles. For more information, see Synchronizing the knowledge bases

    For example, Enabled

    The following image shows the Knowledge Article Templates page:

  4. Click Save
    You have defined the source and content type for the field mapping. 

  5. In the Attribute Mappings section, click New

  6. From the ComAround Attribute list, select the BMC Helix Knowledge Management by ComAround field to which you want to map the custom field. 

    The following table lists the fields in BMC Helix Knowledge Management by ComAround to which you can map the custom fields in a BMC Helix ITSM: Knowledge Management knowledge template:

    BMC Helix Knowledge Management by ComAround field

    Description and example field mapping

    Required

    title

    Specifies the title of the knowledge article.

    For example, if you want to map the field to the knowledge article field, set the value to |ArticleTitle|.

    Yes

    author

    Specifies the author of the knowledge article.

    For example, if you want to map the field to the knowledge article author field, set the value to |ArticleAuthor|.

    Yes

    authorEmail

    Specifies the author's email address.

    For example, if you want to map the field to the BMC Helix ITSM: Knowledge Management author's email address, set the value to |ArticleAuthorEmail| (derived from the CTM:People form).

    Yes

    culture

    Specifies the language in which the knowledge article is authored in.

    The value is based on the standard locale values such as en (English), en_US (US English), fr (French), and de (German).

    Yes

    knowledgeState

    Specifies the status of the knowledge article as defined in the Status Mapping record definition.

    For example, if you want to map the field to the Status Mapping record definition, set the value to |StatusSelectionField|.

    Yes

    createdDate

    Specifies the date and time when the knowledge article was created.

    For example, if you want to map the field to the knowledge article create date field, set the value to |Create Date|.

    Yes

    updatedDate

    Specifies the date and time when the knowledge article was last updated.

    For example, if you want to map it to the knowledge article last modified date field, set the value to |Modified Date|.

    Yes

    metadata

    Specifies the keywords used for searching the knowledge article.

    For example, if you want to map the field to the knowledge article keywords field, set the value to |Article_Keywords|.

    Yes

    notes

    Specifies the internal notes for a knowledge article. Information in this field is not displayed to the end user.

    Important: Map this field to |metadata| and | DocID| fields. Do not modify or delete the out-of-the-box data. In addition to metadata and DocID, you can map the field to other fields.

    Yes

    issue

    Specifies the issue in a knowledge article as defined by the Knowledge-Centered Service (KCS) methodology.

    No

    environment

    Specifies the environment in a knowledge article as defined by the Knowledge-Centered Service (KCS) methodology.

    No

    cause

    Specifies the cause in a knowledge article as defined by the Knowledge-Centered Service (KCS) methodology.

    No

    resolution

    Specifies the resolution in a knowledge article as defined by the Knowledge-Centered Service (KCS) methodology.

    Important: This field is mapped to |ArticleAttachments| (derived from attachments on the knowledge article manger form) in addition to any other field that you map it to.

    Yes

    • If you want to map a single field, for example, the title field in BMC Helix Knowledge Management by ComAround with the Article Title field in BMC Helix ITSM: Knowledge Management, select the following values:

      • ComAround Attribute—title

      • Knowledge Article Source Attribute—|ArticleTitle|

      The following image is an example of mapping a single field:



    • If you want to map multiple fields, for example, Workaround and Release_Date in BMC Helix Knowledge Management by ComAround with the issue field in BMC Helix ITSM: Knowledge Management, specify the following values:

      • ComAround Attribute—issue

      • Knowledge Article Source Attribute <p> The workaround for this issue is; </p> <p>|Workaround|</p><p>The fix for this issue will be available on |Release_Date|</p> 

        where <p></p> are HTML tags. 

      The following image is an example of mapping multiple fields:

  7. Click Save

You have mapped the custom field in your BMC application with BMC Helix Knowledge Management by ComAround. Repeat the procedure for each custom field that you want to synchronize with BMC Helix Knowledge Management by ComAround


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