Leveraging knowledge articles from BMC Helix Knowledge Management by ComAround in other BMC applications
With BMC Helix Knowledge Management by ComAround, BMC applications boost their knowledge bases with the following capabilities:
Scenario: Using BMC Helix Knowledge Management by ComAround in BMC Helix ITSM
Workflow for configuring BMC Helix Knowledge Management by ComAround as a knowledge provider
After subscribing to BMC Helix Knowledge Management by ComAround, administrators configure it as the knowledge provider for a BMC application. A BMC Helix Innovation Studio administrator completes common configuration tasks in BMC Helix Innovation Studio. Then, depending on a specific BMC application, application administrators must enable BMC Helix Knowledge Management by ComAround in the BMC application or request BMC Helix, Inc. Support to enable it.
The following diagram illustrates how to set up BMC Helix Knowledge Management by ComAround as a knowledge provider for BMC Helix ITSM:
The BMC Helix Innovation Studio administrator must perform the following common configuration tasks in BMC Helix Innovation Studio:
Task | Action | Reference |
|---|---|---|
1 | (Optional) Map custom knowledge templates and fields from BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows Knowledge Management 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 your BMC application are automatically mapped to BMC Helix Knowledge Management by ComAround. However, if necessary, you can edit these out-of-the-box mappings too. | |
2 | (Optional) Import the articles from BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows Knowledge Management to BMC Helix Knowledge Management by ComAround. | |
3 | Map knowledge permissions from your BMC application with BMC Helix Knowledge Management by ComAround user groups, roles, and portal to set knowledge access permissions in BMC Helix Knowledge Management by ComAround. | Mapping knowledge permissions from BMC applications to BMC Helix Knowledge Management by ComAround |
After the BMC Helix Innovation Studio administrator completes the configuration tasks, application administrators must enable BMC Helix Knowledge Management by ComAround in the BMC application or request BMC Helix, Inc. Support to enable it:
Action | Role | Reference |
|---|---|---|
To use BMC Helix Knowledge Management by ComAround as a knowledge provider in BMC Helix Virtual Agent | BMC Helix Virtual Agent administrator | |
To use BMC Helix Knowledge Management by ComAround as a knowledge provider in BMC Helix Digital Workplace Advanced | NA | |
To use BMC Helix Knowledge Management by ComAround as a knowledge provider in BMC Helix ITSM | NA | |
To use BMC Helix Knowledge Management by ComAround as a knowledge provider in BMC Helix Business Workflows | BMC Helix Business Workflows administrator |
Result
After BMC Helix Knowledge Management by ComAround is configured as a knowledge provider for a BMC application, end users can search for and access knowledge articles from BMC Helix Knowledge Management by ComAround within the BMC application. For example, end users can seamlessly search, view, and create knowledge articles in BMC Helix Knowledge Management by ComAround directly from BMC Helix ITSM. The following image shows how end users can open articles from BMC Helix ITSM and view them in BMC Helix Knowledge Management by ComAround:
For more information about using BMC Helix Knowledge Management by ComAround as a knowledge provider for BMC Helix ITSM, see Leveraging knowledge from BMC Helix Knowledge Management by ComAround in the BMC Helix ITSM documentation.