This documentation supports the 22.1 version of BMC Helix Innovation Studio.

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

Adding BMC Helix Knowledge Management by ComAround credentials

The first step in the integration process is to add credentials of a BMC Helix Knowledge Management by ComAround instance to be integrated with your BMC application. This BMC Helix Knowledge Management by ComAround instance serves as a knowledge provider for the BMC application. As an administrator, you must add BMC Helix Knowledge Management by ComAround credentials in BMC Helix Innovation Studio. 

After you complete the integration, your BMC application can leverage the full potential of BMC Helix Knowledge Management by ComAround. For more information about benefits of BMC Helix Knowledge Management by ComAround, see Setting up BMC Helix Knowledge Management by ComAround in an application.

The following image shows the location of this step in the integration process: 

The next integration steps are:


Before you begin

Make sure that you have the following BMC Helix Knowledge Management by ComAround credentials:

  • Main URL
  • Frame URL
  • API URL
  • Subscription ID
  • User name and password


To add BMC Helix Knowledge Management by ComAround credentials and URLs

Specify credentials of the BMC Helix Knowledge Management by ComAround instance that you want to integrate with your BMC application. You must also specify the URL of the BMC Helix Knowledge Management by ComAround instance to be launched directly from your BMC application and the URL for opening a frameable window to view or edit articles.

  1. Log in to BMC Helix Innovation Studio and click Administration
  2. Select Knowledge management > Knowledge configuration
    The following image shows the sample Knowledge Configuration page:

  3. On the Knowledge Configuration page, specify the following fields:
    1. Helix Knowledge Management main URL—Enter the URL of the BMC Helix Knowledge Management by ComAround main page or the page that contains the list of articles, for example, https://zero.comaround.com/en-us/
      This BMC Helix Knowledge Management by ComAround page will open directly from your BMC application when you perform one of the following steps:
      • In BMC Helix ITSM: Smart IT, you select Console > Knowledge.
      • In BMC Helix Business Workflows, you select Workspace > Knowledge.
    2. Helix Knowledge Management frame URL—Enter the URL to open a frameable BMC Helix Knowledge Management by ComAround window for viewing or editing a knowledge article in your BMC application. For example, https://knowledge.comaround.com

      Important

      You can use the frame URL as a value for Helix Knowledge Management main URL. In this case, the list of articles will be shown in the frame when BMC Helix Knowledge Management by ComAround is launched from your application. However, your users won't be able to use some BMC Helix Knowledge Management by ComAround features because the top menu of BMC Helix Knowledge Management by ComAround won't be available in the frame. For example, BI reports won't be accessible. 

    3. Helix Knowledge Management API endpoint URL—Enter the BMC Helix Knowledge Management by ComAround API URL. 
      For example, https://api2.comaround.com/integration
    4. Subscription ID—Enter the BMC Helix Knowledge Management by ComAround subscription ID. 

    5. User name—Enter the user name of the BMC Helix Knowledge Management by ComAround account. 

    6. Password—Enter the BMC Helix Knowledge Management by ComAround user password. 

  4. To check whether your BMC application can connect to BMC Helix Knowledge Management by ComAround, click Test Connection
  5. After successfully testing the connection, select the BMC Helix Knowledge Management by ComAround portal that you want to integrate with your BMC application. 

  6. Click Save

Result

You have configured the BMC Helix Knowledge Management by ComAround instance in BMC Helix Innovation Studio. When you proceed to integrate your BMC application with BMC Helix Knowledge Management by ComAround, integration steps that you take will have an impact on this specific instance and the selected 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 will migrate 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 integration, your users will interact with the BMC Helix Knowledge Management by ComAround instance that you have configured and the portal that you have selected for configuration. For example, when users search for knowledge articles, BMC Helix Knowledge Management by ComAround will search for articles only in the selected portal. Also, when users launch BMC Helix Knowledge Management by ComAround directly from your BMC application, this portal will open.

Important

  • If users don't have any user groups assigned for the selected portal, they won't be able to search for and view BMC Helix Knowledge Management by ComAround articles in the BMC application. Also, they won't be able to launch BMC Helix Knowledge Management by ComAround from the BMC application or access BMC Helix Knowledge Management by ComAround articles via a shared link.
  • If users have access to multiple portals, they can switch between them only after launching BMC Helix Knowledge Management by ComAround from your BMC application. 

Process for synchronizing knowledge articles to multiple portals

When you synchronize the knowledge base from your BMC knowledge provider application to BMC Helix Knowledge Management by ComAround, the synchronization tool migrates knowledge articles to the selected BMC Helix Knowledge Management by ComAround portal. If you have multiple portals, you can migrate knowledge articles to each of them. If you want to synchronize knowledge articles to multiple portals, you must migrate articles to each portal individually.

The following table illustrates the process of synchronizing knowledge articles to multiple portals: 

TaskUserActionReference
1BMC Helix Innovation Studio Administrator

Configure the BMC Helix Knowledge Management by ComAround instance and select the required portal. 

To add BMC Helix Knowledge Management credentials and URLs
2BMC Helix Innovation Studio Administrator

Synchronize the knowledge base from your BMC knowledge provider application to BMC Helix Knowledge Management by ComAround.

Important: The synchronization tool cannot run multiple synchronization jobs in parallel. Therefore, you must wait until the synchronization job successfully migrates your knowledge base to one portal before initiating the synchronization job for a different portal. 

Synchronizing BMC applications with BMC Helix Knowledge Management by ComAround
3BMC Helix Innovation Studio Administrator

Select a different portal in your knowledge configuration and save the updated instance.

Important: After you save the BMC Helix Knowledge Management by ComAround instance, the Select portal field becomes unavailable. You must first update the Password value and click Test connection. After that, the Select portal field becomes available, and you can select a different portal for your knowledge configuration. 

Steps 3-6 of the task to add BMC Helis Knowledge Management by ComAround credentials and URLs
4BMC Helix Innovation Studio AdministratorRun the synchronization job to migrate knowledge articles to a different portal.Synchronizing the knowledge bases
5BMC Helix Innovation Studio AdministratorRepeat tasks 3-4 for all the required portals. NA

Important

Even though you can synchronize knowledge articles to multiple portals, you can map knowledge access permissions only to one portal. For more information about mapping access permissions, see Defining permission mappings for BMC Helix Knowledge Management by ComAround.


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