This documentation supports the 21.3 version of BMC Helix Innovation Studio.

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

Mapping knowledge article visibility from BMC Helix ITSM Knowledge Management with BMC Helix Knowledge Management by ComAround

Knowledge visibility permissions are defined differently in BMC Helix ITSM: Knowledge Management and  BMC Helix Knowledge Management by ComAround.

ApplicationVisibility

BMC Helix ITSM: Knowledge Management

The visibility is defined by assignment groups and visibility groups for each knowledge article and the users' Knowledge-Centered Service (KCS) roles. 

BMC Helix Knowledge Management by ComAround

The visibility is defined by the user groups assigned to the portal or folders. A user can be assigned to more than one user group, but each user group has a single KCS role.

After synchronizing knowledge articles from BMC Helix ITSM: Knowledge Management with BMC Helix Knowledge Management by ComAround, as an administrator of BMC Helix Innovation Studio, you must define the knowledge article visibility for BMC Helix Knowledge Management by ComAround users.

The mapping of knowledge article visibility is based on the following parameters:

  • Mapping between BMC Helix ITSM: Knowledge Management permission groups (combination of visibility groups, assignment groups, and KCS roles) and BMC Helix Knowledge Management by ComAround user groups (and its link with portals or folders).
  • Where the knowledge articles are copied from BMC Helix ITSM: Knowledge Management to BMC Helix Knowledge Management by ComAround.

As an administrator, you can define or modify the mapping for these parameters from the BMC Helix Innovation Studio UI.

Related topics


Visibility groups Open link in BMC Helix ITSM: Knowledge Management documentation

Knowledge management permissions and default actions Open link in BMC Helix ITSM: Knowledge Management documentation

User groups Open link in ComAround help articles.


How knowledge article visibility in BMC Helix ITSM: Knowledge Management is mapped with BMC Helix Knowledge Management by ComAround

The following image shows how visibility in BMC Helix ITSM: Knowledge Management is mapped with BMC Helix Knowledge Management by ComAround:

Mapping RKM access with HKM



Example: Mapping knowledge access permissions

A company, Apex Global, has its finance team in India and USA. The knowledge publisher in this company has the following permissions in BMC Helix ITSM: Knowledge Management to visibility articles for both - India and USA teams:

  • Finance assignment group
  • Apex Global Finance visibility group

As an administrator of Apex Global, you want to make sure that the knowledge publisher continues to access articles for India and USA teams after mapping the permissions. The following image shows the permissions assigned to the knowledge publisher after mapping them with BMC Helix Knowledge Management by ComAround:

  • Global user group
  • Apex Global user group
  • India Finance user group
  • USA Finance user group


Best practices for defining knowledge article visibility in BMC Helix Knowledge Management by ComAround

Before you define knowledge access permissions in BMC Helix Knowledge Management by ComAround, consider the goals you want to achieve by grouping knowledge content and limiting access to different article groups in BMC Helix Knowledge Management by ComAround. You can benefit from the opportunity to create the knowledge structure from the start to align it with up-to-date needs of your organization, without inheriting the structure that reflects the goals that might be no longer relevant; for example, such outdated goals as grouping knowledge articles for filtering purposes or aligning the knowledge structure with the organization hierarchy. Also, contrary to the hierarchy-based approach to defining access permissions, KCS offers the principles of Abundance and Trust that promote creating knowledge content constantly and collectively to enable knowledge sharing as much as possible. To learn more about these principles, see  What’s KCS®? Knowledge-Centered Service Explained Open link and  Placing Knowledge Management at the Heart of Digital Service Management Open link posts on BMC Communities.

We recommend that you consider the following scenarios for defining knowledge access permissions in BMC Helix Knowledge Management by ComAround: 

  • Confidentiality—Limit access to knowledge articles that contain sensitive or confidential information only for the user groups authorized to work with it; for example, confidential recruitment policies.
  • User role or job function—Assign access to knowledge articles based on the user role within the organization;  for example, employees of the finance and recruitment departments might need access to completely different sets of knowledge articles to do their jobs. Also, you can grant broader permissions for certain roles; for example, managers may need privileged access permissions compared with nonmanagerial employees.
  • Organization lifecycle—Grant access to knowledge articles that apply to a specific lifecycle phase within the organization only for users that need it; for example, you can allow new hires to access only onboarding knowledge articles. 
  • Location—Restrict access for users from a specific location to knowledge articles created for a different location; for example, country-based HR policies.
  • Service provider multitenancy—Segregate knowledge articles for different external clients of the organization if the organization provides its services to the clients by using BMC products.

After you identify the scenarios that you want to implement, the respective user groups can be created in BMC Helix Knowledge Management by ComAround and mapped with the existing groups from BMC Helix ITSM: Knowledge Management.

When you plan the knowledge access structure in BMC Helix Knowledge Management by ComAround, mind that only 64 user groups can be created in BMC Helix Knowledge Management by ComAround.


Before you begin

ActionRole

Create portal.

BMC team

Create user groups.

BMC team
Create folders.

Administrator who must run the synchronization job in BMC Helix Innovation Studio to create folders.

Map user groups to portal and folders.BMC team


To define the mapping between companies, visibility groups, user groups, and folders

After the portal and folders are created in BMC Helix Knowledge Management by ComAround, and BMC has created and assigned user groups to them, you can define or modify the mapping between companies and permission groups in BMC Helix ITSM: Knowledge Management and BMC Helix Knowledge Management by ComAround user groups to set the knowledge article visibility

  1. Log in to BMC Helix Innovation Studio and navigate to the Administration tab. 
  2. Select Knowledge management Knowledge access mapping.
  3. Select the company and permission group (combination of visibility groups and assignment groups) that you want to define or modify:
    1. From the Product name list, select ITSM
    2. From the Company list, select the company for which you want to define or modify the mapping.
      For example, Apex Global.
      The list of permission groups is displayed in the table for the selected company.
    3. Select the permission group for which you want to define or modify the mapping. 
      For example, Backoffice Support.
  4. Click Map access. 
  5. Map the selected permission group with the appropriate user group in BMC Helix Knowledge Management by ComAround:

    1. On the New knowledge access mapping page, from the Knowledge management portal list, select the portal with which you want to map the company. 

      Important

      Map a company with only one portal because BMC Helix Knowledge Management by ComAround doesn't support integrations with multiple portals. 

      For example, BMC Helix integration team.
      In Support group, the permission group that you selected in step 3 is displayed. 

    2. From the Knowledge management user group, select the user group that you want to map with the selected ITSM permission group. 
      For example, BMC Helix integration team candidates.
      In Accessible folders, a list of folders accessible to the selected user group is displayed. 
      This is a read-only list that displays the parent folders only. To view the child folders, click the parent folder. 
  6. Click Save
    On the Knowledge access mapping page, the status of the permission group that you selected is changed to Mapped

The following image shows an example mapping:

Important

After you map companies and permission groups in BMC Helix ITSM: Knowledge Management with BMC Helix Knowledge Management by ComAround user groups, you can change folder names and structure in BMC Helix Knowledge Management by ComAround, if necessary. 


To remove the mapping between companies, visibility groups, user groups, and folders

  1. Log in to BMC Helix Innovation Studio and navigate to the Administration tab. 
  2. Select Knowledge management Knowledge access mapping.
  3. On the Edit Knowledge access mapping page, select the company and permission group (combination of visibility groups, and assignment groups):
    1. From the Product name list, select ITSM
    2. From the Company list, select the company for which you want to remove the mapping.
      For example, Apex Global.
      The list of permission groups is displayed in the table for the selected company.
    3. Select the permission group for which you want to remove the mapping. 
      For example, Backoffice Support.
  4. Click Unmap access. 
  5. Click Save.

The following image shows an example of removing a mapping:


Where to go from here

Integrating BMC Helix Knowledge Management by ComAround with Smart IT Open link

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