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 process overview

The knowledge base synchronization process contains multiple mandatory and optional steps for migrating articles from your BMC application to BMC Helix Knowledge Management by ComAround. As an administrator, you must perform these steps in a sequential order to complete the synchronization process successfully.  

Workflow for synchronizing knowledge base from BMC applications to BMC Helix Knowledge Management by ComAround

The following image shows the steps you perform in BMC Helix Innovation Studio


Before you begin

Make sure that the following conditions are fulfilled before you synchronize the knowledge base from your BMC application to BMC Helix Knowledge Management by ComAround:

ProductAction

BMC Helix ITSM: Knowledge Management

  • BMC Helix Innovation Studio and BMC Helix ITSM: Knowledge Management are installed on the same server instance.
  • You have administrator access to BMC Helix ITSM: Knowledge Management.
  • BMC Helix Innovation Studio can connect to BMC Helix ITSM: Knowledge Management data.

BMC Helix Business Workflows Knowledge Management

In Remedy Mid Tier, you have assigned the following IS Personas in the CTM:People form to the user who will run the sync utility:

  • Application Name: com.bmc.dsm.case-lib
  • IS Persona: Case Business Analyst

BMC Helix Knowledge Management by ComAround

The following structure is created:

  • Portal
  • User groups


Process for synchronizing knowledge articles

The following table lists the topics that describe the procedures to synchronize a knowledge base from your BMC application to BMC Helix Knowledge Management by ComAround:

TaskRoleActionReference
1

BMC Helix Innovation Studio Administrator

Create a data source connection and data source mapping for knowledge base synchronization.

Important: You do not need to complete this task for BMC Helix Business Workflows Knowledge Management because all its data is generated and maintained in BMC Helix Innovation Studio. 

Creating a data source connection and data source mapping for knowledge base synchronization
2

BMC Helix Innovation Studio Administrator

Perform the optional tasks for knowledge base synchronization.Performing the optional tasks for knowledge base synchronization
3

BMC Helix Innovation Studio Administrator

Set the default author email address.Setting the default author email address
4

BMC Helix Innovation Studio Administrator

Run the synchronization job.Synchronizing the knowledge bases
5

BMC Helix Innovation Studio Administrator

Verify the knowledge base synchronization and troubleshoot errors.Verifying the knowledge base synchronization


Unsupported scenarios when synchronizing the knowledge base

Consider the following unsupported scenarios or limitations before you synchronize the knowledge base from your BMC application:

FunctionUnsupported scenarios

Synchronization tool

  • You cannot synchronize articles from BMC Helix Knowledge Management by ComAround to BMC applications.
  • You cannot run multiple synchronization jobs simultaneously.
Types of article and article statuses
  • Decision Tree type of articles are not synchronized.
Localization
  • Localized articles aren't migrated 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.
      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 locale mapping to get such localized articles synchronized. To learn more, see To create a custom locale mapping.
  • 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. 
    • Field name is always presented in the English language in BMC Helix Knowledge Management by ComAround.
      For more information about synchronizing localized metadata fields, see How localized metadata fields are synchronized.

Difference between BMC Helix Knowledge Management by ComAround and BMC Helix ITSM: Knowledge Management structure

  • Knowledge article permission groups from BMC Helix ITSM: Knowledge Management can be mapped only to a single portal in BMC Helix Knowledge Management by ComAround
  • Only 64 user groups are supported in BMC Helix Knowledge Management by ComAround.
  • Only metadata values of existing articles in BMC Helix ITSM: Knowledge Management are created as tags in BMC Helix Knowledge Management by ComAround during synchronization. 
  • BMC Helix Knowledge Management by ComAround doesn't support emojis. If an emoji is used in a BMC Helix ITSM: Knowledge Management article, it is not rendered in BMC Helix Knowledge Management by ComAround after article synchronization. 

Difference between BMC Helix Knowledge Management by ComAround and BMC Helix Business Workflows Knowledge Management structure

  • Knowledge article permission groups from BMC Helix Business Workflows Knowledge Management can be mapped only to a single portal in BMC Helix Knowledge Management by ComAround
  • Only 64 user groups are supported in BMC Helix Knowledge Management by ComAround.
  • Only metadata values of existing articles in BMC Helix Business Workflows Knowledge Management are created as tags in BMC Helix Knowledge Management by ComAround during synchronization. 
  • If there are multiple versions of an article in BMC Helix Business Workflows Knowledge Management, only the published version is migrated to BMC Helix Knowledge Management by ComAround.

Where to go from here

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