This documentation supports the 22.1 version of BMC Helix ITSM Insights.

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

Configuring settings for automatic reply with knowledge articles

For enabling automatic reply with knowledge articles, as an administrator, you must enable BMC Helix Knowledge Management by ComAround settings and perform some configurations in BMC Helix Innovation Studio.

Before you begin

Before you make configuration changes in BMC Helix Innovation Studio, ensure that you have performed the following actions:

  •  Verified that the BMC Helix ITSM subscription has been activated. For more information, see BMC Helix ITSM activation Open link .
  • Added the appropriate licenses for using cognitive service.
    For more information, see  Adding or removing licenses Open link .
  • Verified that the Helix-Portal-URL and Helix-Portal-Tenant-Id parameters have the right values.
    You can find the details about these CCS parameters, such as the description and default value to be entered in  Configuration settings in AR System Open link
  • Ensure that you have purchased the BMC Helix Knowledge Management by ComAround by ComAround license and have the following credentials:

    • ComAround knowledge API URL
    • ComAround subscription ID
    • ComAround user name and password

Process overview

To configure the integration, you must complete integration tasks in BMC Helix Innovation Studio, BMC Helix Digital Workplace, and BMC Helix ITSM.

Action

Reference

Add BMC Helix Digital Workplace URL details in BMC Helix Innovation Studio

Add BMC Helix Knowledge Management by ComAround credentials in BMC Helix Innovation Studio

Adding BMC Helix Knowledge Management by ComAround credentials Open link  

Configure BMC Helix Knowledge Management by ComAround with BMC Helix Digital Workplace as a pluggable provider

To configure BMC Helix Knowledge Management by ComAround as a provider Open link  

Enable BMC Helix Knowledge Management by ComAround as the knowledge provider in BMC Helix ITSM

Configure a data source connection in BMC Helix Innovation Studio

Configuring a data source Open link

Enable the  Apply-Cognitive-For-Recommending-KB parameter in the Centralized configuration

Component type: com.bmc.arsys.server.shared

Use this parameter with the value No to automatically respond to the user's email with the most relevant knowledge article that the user can use to resolve the issue. The email engine uses the Full-Text Search feature to search for this knowledge article.

Use this parameter with the value Yes to automatically respond to the user's email with the most relevant knowledge articles, searched by cognitive service that the user can use to resolve the issue.

To add BMC Helix Digital Workplace application credentials

As an administrator, you can configure BMC Helix Digital Workplace to enable users to view articles from the BMC Helix Knowledge Management by Comaround knowledge base. You must specify the BMC Helix Digital Workplace credentials for this integration.

  1. Log in to BMC Helix Innovation Studio and navigate to the  Administration tab.
  2. Select Cognitive and Chatbot > Chatbot integrations  >  Digital Workplace.
  3. In Digital Workplace URL, provide the URL for the BMC Helix Digital Workplace Advanced  application.

To enable BMC Helix Knowledge Management by Comaround as the knowledge provider

  1. On the IT Home page, navigate to Administrator Console > Application Administration Console.

  2. Go to Foundation > Advanced Options > Helix Knowledge Management settings and click Open.

  3. On the Helix Knowledge Management Settings screen, select Enable Helix Knowledge Management and update the details as required.

  4. Click Save.
Was this page helpful? Yes No Submitting... Thank you

Comments