Integrating BMC Helix Knowledge Management by ComAround with Smart IT
As an administrator, you can integrate Smart IT with BMC Helix Knowledge Management by ComAround to leverage the following benefits:
- Extended language support and over 100 languages in auto-translation that reduces translation costs.
- Preloaded knowledge articles that contain screenshots and videos.
- Articles from BMC Helix ITSM: Knowledge Management synchronized with BMC Helix Knowledge Management by ComAround.
- AI powered cognitive and natural language processing search capabilities that display the most relevant knowledge article to end users.
- Ability to expose knowledge articles in a public portal to external users and to BMC Helix Digital Workplace and BMC Helix Virtual Agent users.
- Support for KCS process and rich set of knowledge metrics and reports.
- Ability to embed multimedia content into knowledge articles.
Important
This integration is available only for SaaS customers of BMC Helix ITSM.
Before you begin
Make sure that Progressive Web Application screens are enabled in Smart IT, you have purchased the BMC Helix Knowledge Management by ComAround license, and have completed the BMC Helix Knowledge Management by ComAround
Onboarding and implementing process
.
Additionally, keep the following information handy:
- BMC Helix Innovation Studio Administrator user name and password
- BMC Helix Knowledge Management by ComAround URL and subscription details
To configure the integration
| Task | Action | Reference |
|---|---|---|
| 1 | Add BMC Helix Knowledge Management by ComAround credentials in BMC Helix Innovation Studio. | |
| 2 | Optionally, synchronize BMC Helix ITSM: Knowledge Management articles with BMC Helix Knowledge Management by ComAround. | |
| 3 | Map the knowledge article visibility to manage access to the knowledge articles in BMC Helix Knowledge Management by ComAround. | |
| 4 | Enable BMC Helix Knowledge Management by ComAround as the knowledge provider. |
Important
If you disable the integration between Smart IT and BMC Helix Knowledge Management by ComAround, you will lose any updates you have made to knowledge articles since enabling the integration. You cannot synchronize knowledge articles from BMC Helix Knowledge Management by ComAround to BMC Helix ITSM: Knowledge Management.
To enable BMC Helix Knowledge Management by ComAround as the knowledge provider
On the IT Home page, navigate to Administrator Console > Application Administration Console.
Go to Foundation > Advanced Options > Helix Knowledge Management settings and click Open.
On the Helix Knowledge Management Settings screen, select Enable Helix Knowledge Management and update the details as required.
- Click Save.
After the integration, when you click Console> Knowledge or Create> Knowledge, Smart IT launches the BMC Helix Knowledge Management by ComAround portal in a new tab.
Available capabilities after completing the integration
After you integrate Smart IT with BMC Helix Knowledge Management by ComAround, the following Smart IT functionalities work differently.
Function | The difference in behavior |
|---|---|
| Article preview | You cannot preview an article in Smart IT. You must click the View Full Article link to read the article in a new tab. |
| Advanced search | The advanced search option in Smart Recorder does not support filtering by article status and article template. Articles with Archived and Deleted statuses are available only in the BMC Helix Knowledge Management by ComAround portal to users with relevant KCS role. |
| Inserting video to a knowledge article | While creating or editing an article, the option to insert screen capture is not supported. You can insert a screenshot after saving the article. |
| Linking knowledge articles |
|
| Marking an article as favorite | Marking an article as favorite and following an article is not supported. |
| Flagging article comments | BMC Helix Knowledge Management by ComAround does not display flagging comments and user comments previously displayed in the Activity panel. You can view the detailed article history in the History panel. |
| Creating related article | You cannot create a related article from a ticket. |
| Filters in the global search | Some of the existing filters in the Smart IT global search will not be available. |
| Integration with LiveChat, ChatOps, and Openfire | LiveChat, Openfire chat, and the BMC Helix ChatOps application for Microsoft Teams do not display articles from BMC Helix Knowledge Management by ComAround. |
| Language and searching | You can search articles only in the same language as your browser locale. For example, if your browser locale is set to en-US, you cannot search an article that has en-IE locale. If your browser locale is not supported in BMC Helix Knowledge Management by ComAround, such as Japanese, Korean, and Hebrew, you can search only en-US articles. |
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