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Integrating BMC Helix Knowledge Management by ComAround with BMC Helix Digital Workplace

Use BMC Helix Knowledge Management by ComAround and boost your knowledge base with an extensive Article-Pack that supports service desk agents and customers using software from Microsoft, Google, Adobe, and Zoom. 

As an administrator, you integrate BMC Helix Knowledge Management by ComAround with BMC Helix Digital Workplace. BMC Helix Innovation Studio is the interface between BMC Helix Knowledge Management by ComAround and BMC Helix Digital Workplace.

This integration provides the following benefits to the end users:

  • Multi-language support that reduces translation costs.
  • Pre-loaded knowledge articles that contain screenshots and videos.
  • knowledge articles from BMC Helix ITSM: Knowledge Management that are synchronized with BMC Helix Knowledge Management by ComAround.
  • Knowledge articles from BMC Helix Business Workflows that are synchronized with BMC Helix Knowledge Management by ComAround.
  • Submit service requests from the knowledge articles

Related topics

Enabling-self-service-in-your-organization

Enabling end users to request services from knowledge articles


Important

End users can view only those articles for which they have the viewing permissions. 


Process overview

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

DWP ComAround integration process.png

Task

Action

Reference

1

(Optional) If you want to include articles from BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows, synchronize the knowledge articles with BMC Helix Knowledge Management by ComAround.

2

Configure BMC Helix Knowledge Management by ComAround credentials in BMC Helix Innovation Studio.

3

Configure BMC Helix Knowledge Management by ComAround with BMC Helix Digital Workplace.

4

Set BMC Helix Knowledge Management by ComAround as a search provider for BMC Helix Digital Workplace.


Before you begin

Make sure 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


To configure BMC Helix Knowledge Management by ComAround with BMC Helix Digital Workplace

  1. Log in BMC Helix Digital Workplace Admin Console. 
  2. Click the Configuration tab. 
  3. On the Application Features tab, in the Providers section, click ComAround pluggable provider. 

  4. In the ComAround pluggable provider Settings section, complete the following fields: 

    Field and description

    Description

    Example Value

    innovation_suite.url

    Specify the BMC Helix Innovation Studio URL that you want to connect to BMC Helix Knowledge Management by ComAround.

    http://servername.bmc.com:8008

    Innovation_suite.system_user

    Specify the user name of the BMC Helix Innovation Studio instance that you specified in the URL field.

    administrator

    innovation_suite.system_password

    Specify the password of the BMC Helix Knowledge Management by ComAround instance that you specified in the URL field.

    -

    innovation_suite.tenant_name

    Specify the tenant name, if applicable.

    Calbro

    innovation_suite.connection_timeout_seconds

    Specify the time in seconds when the connection to BMC Helix Innovation Studio times out.

    Default value: 5

    10

    comaround.use.locale

    Select this check box if you want end users to view knowledge articles only in their browser locale or BMC Helix Digital Workplace locale.

    Default: Selected

    If the ComAround pluggable provider supports a locale, the search returns knowledge articles in that locale only. If the ComAround pluggable provider does not support a locale, the search returns only articles in English.

    Selected

    comaround.feedback.rating.code.mapping

    Specify one of the following options to trigger an email to be sent to the knowledge article author.

    The mapping between knowledge rating in BMC Helix Digital Workplace and ComAround feedback option is as follows:

    • 1. Not usable—Not useful
    • 2. Poor: Inaccurate—Not useful
    • 3. Fair: Insufficient—Not Useful
    • 4. Good: Usable but needs improvement—Useful
    • 5. Excellent: Effective and accurate—Useful

    Default value: 3

    When an article receives the rating 3.Fair:Insufficient—Not Useful or below in BMC Helix Digital Workplace, an email is sent to the knowledge article author with the rating if the comaround.feedback.apply.user.email check box is selected.

    4

    comaround.article.sortby

    Specify how you want to sort the search results displayed to the end users.

    Default: mostRelevant

    Valid values:

    • (Default value) mostRelevant
    • mostViewed
    • mostHelpful
    • recentlyAdded

    mostViewed

    comaround.feedback.apply.user.email

    Specify this check box to allow end users to send feedback through email to the article author when an article receives a rating specified in the comaround.feedback.rating.code.mapping field.

    Default: Selected

    Selected

    The following image is an example of the ComAround pluggable provider Settings section:
    ComAround provider settings.png



 

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