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.

Synchronizing the knowledge bases

As an administrator, you can run the synchronization job to synchronize the knowledge base from your BMC application to BMC Helix Knowledge Management by ComAround for the following scenarios: 

  • For the first time to create folders in BMC Helix Knowledge Management by ComAround and migrate all content
  • Subsequently to copy any newly added or changed articles

If necessary, you can also enable periodic synchronization. 

Before you begin

Make sure you have completed the following steps:

Product

Action

BMC Helix ITSM: Knowledge Management

BMC Helix Business Workflows Knowledge Management


To synchronize knowledge base for the first time

  1. Create folders in BMC Helix Knowledge Management by ComAround.
  2. Migrate all content from your BMC application to folders created in BMC Helix Knowledge Management by ComAround.

Task 1: To create folders

  1. Log in to BMC Helix Innovation Studio and click Administration
  2. Select Knowledge Management > Knowledge Sync

    The following image shows the Knowledge Sync page:

  3. On the Knowledge Sync page, from the Source knowledgebase list, select one of the following values:
    • Knowledge Management—If you want to migrate knowledge articles from BMC Helix ITSM: Knowledge Management.
    • Business Workflows—If you want to migrate knowledge articles from BMC Helix Business Workflows Knowledge Management.
  4. In the Sync options section, select Copy the folders only (Folder contents are not copied).
    This synchronization option creates folders in BMC Helix Knowledge Management by ComAround. Articles are not copied at this stage, and you must migrate them as a separate synchronization step later on.
  5. Click Run job now.

Folders are created in BMC Helix Knowledge Management by ComAround. Learn how the synchronization tool creates a folder structure in BMC Helix Knowledge Management by ComAround in How knowledge articles are synchronized to BMC Helix Knowledge Management by ComAround folders.

You can find information about the created folders in the Migration folder mapping record definition. You cannot modify this record definition and must use it for information purposes only. 

To access the Migration folder mapping record definition, perform the following steps:

  1. Log in to BMC Helix Innovation Studio.

  2. On the Workspace tab, select Knowledge Sync > Records.

  3. On the Records tab, select Migration folder mapping and click Edit data

The Migration folder mapping record definition displays the following information about the folders created:

  • Portal ID—Identifier of a BMC Helix Knowledge Management by ComAround portal in which a folder is created. 
  • ComAroundFolder—Name of the created folder.
  • SourceKBArticle—BMC application from which you want to migrate knowledge articles to BMC Helix Knowledge Management by ComAround.

If there are multiple folders created in BMC Helix Knowledge Management by ComAround, multiple records are added to the Migration folder mapping record definition for each folder. 

The following image shows a sample Migration folder mapping record: 

Task 2: To migrate all knowledge articles

After folders are created in BMC Helix Knowledge Management by ComAround, you can migrate all knowledge articles from your BMC application to BMC Helix Knowledge Management by ComAround. To improve the synchronization performance, 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.

Warning

Before you proceed to copy all articles from your BMC application to folders created in BMC Helix Knowledge Management by ComAround, you must add user groups and assign them to folders in BMC Helix Knowledge Management by ComAround. Ask your BMC administrator to do these configuration activities for you. Failure to complete these steps might result in failed synchronization of the knowledge articles.

  1. In BMC Helix Innovation Studio, select Knowledge Management > Knowledge Sync, and from the Source knowledgebase, select the BMC application for which the folders were created.

  2. In the Sync options section, select Sync all (Override).
    If some folders do not exist in BMC Helix Knowledge Management by ComAround, this migration option creates them too.

    Best practice

    We recommend using the Sync all (Override) option only in the following cases:

    • To migrate the knowledge base for the first time.
      This option copies all content from your BMC application without checking whether any knowledge articles exist in BMC Helix Knowledge Management by ComAround. As a result, if you use Sync all (Override) for subsequent synchronizations of your knowledge base, it will override all articles that have been previously migrated from this knowledge base.
    • To migrate knowledge articles that were not copied during the initial synchronization because their knowledge article templates were disabled in Knowledge Article Templates and Attribute Mappings. After these articles are synchronized, you can run subsequent synchronizations by using the Sync changes only option. 

  3. Click Run job now.

You have synchronized knowledge base from your BMC application with BMC Helix Knowledge Management by ComAround for the first time. An entry is created for the job with the status Running. Wait until the job run is complete to view the updated status.  

You can find information about the created subfolders and migrated knowledge articles in the Migration Folder Child Hierarchy record definition. You cannot modify this record definition and must use it for information purposes only. 

To access the Migration Folder Child Hierarchy record definition, perform the following steps:

  1. Log in to BMC Helix Innovation Studio.

  2. On the Workspace tab, select Knowledge Sync > Records.

  3. On the Records tab, select Migration Folder Child Hierarchy and click Edit data

The Migration Folder Child Hierarchy record definition displays the following information about the subfolders created:

  • Portal ID—Identifier of a BMC Helix Knowledge Management by ComAround portal in which a subfolder is created. 
  • ParentNodeID—Identifier of a folder in which the subfolder is created. 
  • ChildNodeID—Identifier of the created subfolder.
  • ChildNodeName—Name of the created subfolder.
  • AllDocs—Identifiers of knowledge articles migrated in the subfolder. 

If there are multiple subfolders created in the folder, multiple records are added to the Migration Folder Child Hierarchy record definition for each subfolder. 

The following image shows sample Migration Folder Child Hierarchy records: 


To run subsequent synchronizations

After the initial synchronization, you can run the synchronization job multiple times to synchronize any newly created or edited articles from your BMC application. If a migrated article has been updated in BMC Helix Knowledge Management by ComAround since the last synchronization, the system will not override its content during the subsequent synchronizations. The synchronization tool will detect such knowledge articles in BMC Helix Knowledge Management by ComAround and will keep their content unchanged while copying new or updated articles from your BMC application. To record the discrepancy, the system will create a conflict log. However, any metadata changes will be synchronized for such articles. For information about working with logs, see Troubleshooting

To run the subsequent synchronization, perform the following steps:

  1. Log in to BMC Helix Innovation Studio and click Administration
  2. Select Knowledge Management > Knowledge Sync
  3. On the Knowledge Sync page, from the Source knowledgebase, select one of the following values:
    • Knowledge Management—If you want to migrate knowledge articles from BMC Helix ITSM: Knowledge Management.
    • Business Workflows—If you want to migrate knowledge articles from BMC Helix Business Workflows Knowledge Management.
  4. In the Sync options section, select Sync changes only.
    This option copies only the articles that are new or have been changed since the last synchronization.

    Important

    Sync changes only doesn't migrate articles if their knowledge article templates have been enabled after the initial synchronization. To synchronize such articles, use the Sync all (Override) option.

  5. Click Run job now.

You have resynchronized the knowledge base by copying new and updated articles from your BMC application. If necessary, you can run this type of synchronization periodically or set it as a recurring job. Learn how subsequent synchronizations affect the folder structure in How knowledge articles are synchronized to BMC Helix Knowledge Management by ComAround folders.

Scenario for copying changes only

Before completely migrating to BMC Helix Knowledge Management by ComAround, Apex Global maintains the knowledge base in BMC Helix ITSM: Knowledge Management and BMC Helix Knowledge Management by ComAround. Knowledge agents may create articles in both applications. To keep the knowledge base in BMC Helix Knowledge Management by ComAround in sync with updates made in BMC Helix ITSM: Knowledge Management, the company periodically synchronizes the changes only. As a result, all updates that have been made only in BMC Helix ITSM: Knowledge Management are copied to BMC Helix Knowledge Management by ComAround. However, articles that have been changed or added in both applications aren't updated.

Scenario for delivering fixes

Apex Global maintains the knowledge base in BMC Helix Business Workflows Knowledge Management. After they migrate their knowledge articles from BMC Helix Business Workflows Knowledge Management to BMC Helix Knowledge Management by ComAround, knowledge agents start creating articles directly in BMC Helix Knowledge Management by ComAround which makes it the primary source of knowledge. If, for example, the company resynchronizes articles from BMC Helix Business Workflows Knowledge Management to BMC Helix Knowledge Management by ComAround to resolve a detected issue with a newly released patch, articles that have been changed or added in BMC Helix Knowledge Management by ComAround won't be overridden. Other articles will be fixed with the patch.


To enable or disable periodic synchronization

  1. Log in to BMC Helix Innovation Studio and click Administration
  2. Select Knowledge Management > Knowledge Sync
  3. On the Knowledge Sync page, select Sync changes only.

    Warning

    To prevent data loss, do not select any other synchronization options but Sync changes only for the periodic synchronization. 

  4. Click Enable scheduled sync or Disable scheduled sync.

The scheduled synchronization job is now enabled or disabled. By default, the scheduled synchronization job is disabled.


Where to go from here

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