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.

Defining permission mappings for BMC Helix Knowledge Management by ComAround

As an administrator, you can map companies, lines of business, and support groups from your BMC application to a BMC Helix Knowledge Management by ComAround portal and user groups to set the knowledge permissions in BMC Helix Knowledge Management by ComAround. These mappings enable your users to access knowledge articles in BMC Helix Knowledge Management by ComAround. Users can access the knowledge articles based on their knowledge permissions as defined in BMC Helix ITSM or BMC Helix Business Workflows.

Before you begin

Make sure that the following actions are performed to create the knowledge structure in BMC Helix Knowledge Management by ComAround:

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 map companies, lines of business, and support groups from your BMC application to BMC Helix Knowledge Management by ComAround

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 map companies, lines of business, and support groups from your BMC application to a BMC Helix Knowledge Management by ComAround portal and user groups to set the knowledge permissions. You can also modify the defined mappings.

  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 support group for which you want to define or modify the mapping:
    1. From the Company list, select the company for which you want to define or modify the mapping.
      For example, Apex Global.
      The list of support groups is displayed in the table for the selected company.

      Important

      BMC Helix Digital Workplace Advanced or BMC Helix Virtual Agent users don't belong to any support groups. Therefore, you cannot map specific support groups to user groups in BMC Helix Knowledge Management by ComAround. You can only map companies to which these users belong in BMC Helix Digital Workplace Advanced or BMC Helix Virtual Agent to BMC Helix Knowledge Management by ComAround user groups. After you complete the mapping, these users are assigned the Reader role in BMC Helix Knowledge Management by ComAround. As a result, they can view all published knowledge articles in the folders accessible by the mapped user groups. 


    2. From the Line of business list, select one of the following options to get the line of business for which you want to add the mapping:

      Important

      Association with a line of business is available only for BMC Helix Business Workflows. BMC Helix ITSM doesn't support lines of business.

      1. All—All support groups defined for the selected company are returned. This option returns groups for both BMC Helix Business Workflows and BMC Helix ITSM.
      2. None—Only support groups for BMC Helix ITSM are returned.
      3. Specific line of business— Only support groups associated with this line of business in BMC Helix Business Workflows are returned. 
    3. Select the support group for which you want to define or modify the mapping. 
      For example, Apex Global Helpdesk.
  4. Click Map access. 
  5. Map the selected support 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 all companies with only one portal because BMC Helix Knowledge Management by ComAround doesn't support integrations with multiple portals. You must map companies to the portal selected in your knowledge configuration.  

      For example, Apex Global.
      In Permission groups, the support group that you selected in step 3 is displayed. 

    2. From the Knowledge management user group, select a single or multiple user groups that you want to map with the selected support group. 
      For example, select all Apex_Global_helpdesk groups.

      Important

      In BMC Helix Knowledge Management by ComAround, user groups are created for each KCS role. Multiple groups may belong to the same group set and have the same base name but different suffixes to represent different KCS roles. For example, the Apex_Global_helpdesk group set includes the following user groups:

      • Apex_Global_helpdesk_reader
      • Apex_Global_helpdesk_candidate
      • Apex_Global_helpdesk_contributor
      • Apex_Global_helpdesk_publisher
      • Apex_Global_helpdesk_manager
      • Apex_Global_helpdesk_coach

      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 support group that you selected is changed to Mapped

The following image shows an example mapping:

When users search for knowledge articles in a BMC application, BMC Helix Knowledge Management by ComAround returns only the articles they are entitled to view based on the defined mapping. This rule applies to the articles synchronized from BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows Knowledge Management to BMC Helix Knowledge Management by ComAround and the articles created directly in BMC Helix Knowledge Management by ComAround. Also, when users launch BMC Helix Knowledge Management by ComAround from your BMC application or access knowledge articles via a shared link, their access to knowledge articles is determined by the defined mapping and the user role in BMC Helix Knowledge Management by ComAround. However, users of BMC Helix Digital Workplace Advanced or BMC Helix Virtual Agent can only have the Reader role in BMC Helix Knowledge Management by ComAround. As a result, they can view all published articles in the folders accessible by the user group mapped to their company.

Important

After you map companies and support groups from your BMC application to BMC Helix Knowledge Management by ComAround portal and user groups, you can change the folder names and structure in BMC Helix Knowledge Management by ComAround, if necessary. However, when you move a folder to a new location in BMC Helix Knowledge Management by ComAround, it inherits the knowledge permissions and user groups of the new parent folder. Therefore, if support groups from your BMC application haven't been mapped to the user groups of the new parent folder, your users won't be able to access the moved folder.


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