This documentation supports the 21.3 version of BMC Helix ITSM: Smart IT.To view an earlier version, select the version from the Product version menu.

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.

Related topics

Setting up BMC Helix Knowledge Management by ComAround in an application

BMC Helix Knowledge Management by ComAround

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 Setting up and going live 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

HKM_Process.png

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

Submit a support case to request enabling BMC Helix Knowledge Management by ComAround as a knowledge provider for Smart IT. In a support case, specify an environment or environments (non-production, production environments) where BMC Helix Knowledge Management by ComAround must be enabled. 

Best practice: To ensure prompt processing of your request by BMC Support, we recommend that you use the following subject line for a support case: Configure HKM by ComAround for ITSM:SmartIT.

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.


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

  • You cannot pin a knowledge article to another knowledge article.
  • If you pin or unpin a knowledge article from a ticket, it might take a few seconds to reflect the count of linked tickets in the Resources tab. Reload the Resources tab to see the updated count of linked tickets.
  • Anchored text links are not supported in BMC Helix Knowledge Management by ComAround.
  • After you synchronize BMC Helix ITSM: Knowledge Management articles with BMC Helix Knowledge Management by ComAround, any links that point to BMC Helix ITSM: Knowledge Management will not work.

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. 

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*