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.

Knowledge base synchronization overview

Knowledge base synchronization is a complex process that migrates articles and their attributes from a BMC application that you use to create and maintain knowledge content to BMC Helix Knowledge Management by ComAround. This process accommodates knowledge model differences between the systems to seamlessly synchronize articles, their attributes, states and localizations without data loss.    


How knowledge base synchronization works

A synchronization job creates a list of articles to be synchronized. The following article types are added to the list:

  • New articles
  • Updated articles
  • Articles that failed to be synchronized previously

The job runs in this order:


How knowledge articles are synchronized to BMC Helix Knowledge Management by ComAround portals

The synchronization tool migrates knowledge articles from your BMC application to a specific portal in BMC Helix Knowledge Management by ComAround. You select this portal when you add BMC Helix Knowledge Management by ComAround credentials.

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 run the synchronization job for each portal individually. After the synchronization process is complete for one portal, select a different portal in your knowledge configuration and then run the synchronization job for it. As a result, the synchronization tool will migrate your knowledge base to both portals. For more information about how to synchronize knowledge articles to multiple portals, see Process for synchronizing knowledge articles to multiple portals.

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. 


Knowledge articles that are synchronized

During the knowledge base synchronization, the following knowledge article templates, states and attributes are synchronized from your BMC application to BMC Helix Knowledge Management by ComAround:



How article states are mapped

The following image shows the state of knowledge articles after the migration from your BMC application to BMC Helix Knowledge Management by ComAround:

Important

By default, cancelled and retired knowledge articles from your BMC application are not synchronized with BMC Helix Knowledge Management by ComAround. To modify the default query, see To modify the query to synchronize knowledge articles. For more information about creating new state mappings or modifying the default mappings, see To map an article status with an article state.


How localizations are synchronized

The synchronization tool supports multilanguage synchronization for the locales that exist in both BMC Helix Knowledge Management by ComAround and your BMC application. The tool checks the article locale set in your BMC application and automatically synchronizes localized articles to the corresponding translation language in BMC Helix Knowledge Management by ComAround.

Important

The synchronization tool does not translate localized articles while migrating them from BMC applications to BMC Helix Knowledge Management by ComAround. It copies article content as is to the corresponding translation in BMC Helix Knowledge Management by ComAround. 

However, the synchronization tool can't migrate localized articles from BMC applications to BMC Helix Knowledge Management by ComAround in the following cases:

  • If BMC Helix Knowledge Management by ComAround doesn't support a translation language for the article locale set in your BMC application.
  • If BMC Helix Knowledge Management by ComAround supports a translation language for the article locale set in your BMC application, but this language isn't configured for a BMC Helix Knowledge Management by ComAround portal.

Example

If a portal in BMC Helix Knowledge Management by ComAround is configured to support only English and German translations, localized articles in Polish in BMC Helix ITSM: Knowledge Management won't be migrated to BMC Helix Knowledge Management by ComAround. To enable synchronization of these articles to Polish, the portal in BMC Helix Knowledge Management by ComAround must be configured to support the Polish translation as well. 

In these cases, the synchronization tool returns the Invalid portal culture exception, skips the localized articles in that language, and moves to other articles.

However, you can define a custom mapping for the locales that either don't exist in BMC Helix Knowledge Management by ComAround or aren't supported by a BMC Helix Knowledge Management by ComAround portal. This mapping will enable the synchronization tool to migrate localized articles into the translation language of your choice. For more information about defining a custom locale mapping, see To create a custom locale mapping.


How localized metadata fields are synchronized

If the article locale is set to a different language than English in your BMC application, metadata fields are copied as article tags to the respective translation in BMC Helix Knowledge Management by ComAround, in the following format:

  • Field value is copied as is. If it is localized in your BMC application, it remains localized in BMC Helix Knowledge Management by ComAround.
  • Field name is always presented in the English language in BMC Helix Knowledge Management by ComAround, regardless of:
    • its localization in your BMC application
    • the translation language to which an article is migrated in BMC Helix Knowledge Management by ComAround

Examples

Field value synchronization

The Department metadata field is set to Customer Service for a localized article in the Polish language in BMC Helix ITSM: Knowledge Management. After this article is copied to the Polish translation in BMC Helix Knowledge Management by ComAround, the corresponding tag will be Department=Customer Service. However, if the value of the Department metadata field is set to Obsługa klienta in BMC Helix ITSM: Knowledge Management, the tag will be Department=Obsługa klienta in BMC Helix Knowledge Management by ComAround.

Field name synchronization

If the system locale is set to the Polish language in BMC Helix Business Workflows Knowledge Management, the name of the Department field may be displayed in Polish, which will be Dział in this case. However, it will be copied in the English language to BMC Helix Knowledge Management by ComAround, regardless of the BMC Helix Business Workflows Knowledge Management locale. For example, the metadata field Dział that is set to the value Obsługa klienta will be migrated from BMC Helix Business Workflows Knowledge Management to BMC Helix Knowledge Management by ComAround as Department=Obsługa klienta.


Where to go from here

Was this page helpful? Yes No Submitting... Thank you

Comments