Configuring BMC Helix Knowledge Management by ComAround as the knowledge provider for BMC Helix Digital Workplace
Use BMC Helix Knowledge Management by ComAround as a knowledge article source for BMC Helix Digital Workplace to boost your knowledge base with the numerous capabilities of BMC Helix Knowledge Management by ComAround. For more information about BMC Helix Knowledge Management by ComAround and its benefits, see Leveraging-knowledge-from-BMC-Helix-Knowledge-Management-by-ComAround.
To start using BMC Helix Knowledge Management by ComAround as a knowledge article source for BMC Helix Digital Workplace, complete the configuration tasks in BMC Helix Innovation Studio and BMC Helix Digital Workplace.
As a BMC Helix Innovation Studio administrator, you must set up the configurations in BMC Helix Innovation Studio. Then, as a BMC Helix Digital Workplace administrator with the the MyIT Super Admin permission, you must enable BMC Helix Knowledge Management by ComAround as the knowledge provider in BMC Helix Digital Workplace.
Before you begin
After you subscribe to BMC Helix Knowledge Management by ComAround, BMC Software sets up the credentials of a BMC Helix Knowledge Management by ComAround instance in BMC Helix Innovation Studio. When you configure BMC Helix Knowledge Management by ComAround as a knowledge provider, the steps that you take have an impact on this specific instance and the selected BMC Helix Knowledge Management by ComAround portal. For more information, see Configuring BMC Helix Knowledge Management by ComAround as a knowledge provider.
Before you enable BMC Helix Knowledge Management by ComAround as the knowledge provider, complete the following steps in BMC Helix Innovation Studio:
Task | Role | Action | Reference |
|---|---|---|---|
1 | BMC Helix Innovation Studio administrator | (Optional) Map custom knowledge templates and fields from BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows to BMC Helix Knowledge Management by ComAround. Important: If you don't use custom templates, you do not need to do the mapping because out-of-the-box knowledge templates and fields in BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows are automatically mapped to BMC Helix Knowledge Management by ComAround. However, if necessary, you can edit these out-of-the-box mappings too. | |
2 | BMC Helix Innovation Studio administrator | (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. |
To enable BMC Helix Knowledge Management by ComAround in BMC Helix Digital Workplace
- As a MyIT Super Admin, log in BMC Helix Digital Workplace Admin Console.
- Click the Configuration tab.
- On the Application Features tab, in the Providers section, click Helix Knowledge Management pluggable provider.
In the Helix Knowledge Management 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.
Innovation_suite.system_user
Enter the user name of the BMC Helix Innovation Studio instance.
administrator
innovation_suite.system_password
Enter the password of the BMC Helix Knowledge Management by ComAround instance.
-
innovation_suite.connection_timeout_seconds
Enter the maximum time in seconds to wait for establishing a connection to BMC Helix Innovation Studio before the system displays an exception error.
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 Helix Knowledge Management pluggable provider supports a locale, the search returns knowledge articles in that locale only. If it 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.
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
Important: If you select the unsupported values—mostResolvedRate or mostLatest, the default value mostRelevant is applied and the most relevant articles are displayed.
mostViewed
comaround.feedback.apply.user.email
Select this check box if you want to include the email address of the person who last modified an article. The email address is included in the feedback email sent to the knowledge article author.
Default: Selected
Selected
innovation_suite.read_timeout_seconds
Enter the maximum time in seconds allowed for reading data from BMC Helix Innovation Studio after a connection has been established. If no data is returned within the defined timeout period, an exception error is displayed.
Default value: 10
15
- In the Providers section, select Helix Knowledge Management pluggable provider check box to enable BMC Helix Knowledge Management by ComAround as a knowledge provider in the search.
The following image is an example of the Helix Knowledge Management pluggable provider Settings section:
Where to go from here
To create search filters for BMC Helix Knowledge Management by ComAround articles, see Creating search filters for BMC applications.
- To add a search filter in BMC Helix Digital Workplace, see Creating-pages-in-the-studio.