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.
Added the appropriate licenses for using cognitive service.
For more information, see Adding or removing licenses.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.- 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 | |
Configure BMC Helix Knowledge Management by ComAround with BMC Helix Digital Workplace as a pluggable provider | |
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 | |
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.
- Log in to BMC Helix Innovation Studio and navigate to the Administration tab.
- Select Cognitive and Chatbot > Chatbot integrations > Digital Workplace.
- 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
- 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.