This documentation supports the 22.1 version of BMC Helix ITSM: Smart IT. To view an earlier version, select the version from the Product version menu.The documentation for BMC Helix ITSM 23.3.00 has changed. To understand the changed documentation structure see, Where did the Smart IT documentation go?

Leveraging knowledge from BMC Helix Knowledge Management by ComAround

BMC Helix Knowledge Management by ComAround is an Artificial Intelligence (AI)-powered and cloud-based knowledge management solution that offers a centralized way of working with knowledge. You can use BMC Helix Knowledge Management by ComAround as a knowledge provider for Smart IT to boost your knowledge base with the numerous benefits that BMC Helix Knowledge Management by ComAround provides. 

You subscribe to BMC Helix Knowledge Management by ComAround by purchasing BMC Helix Virtual Agent Basic or BMC Helix Virtual Agent Advanced  licenses.

After you subscribe to BMC Helix Knowledge Management by ComAround, as an administrator, you must configure BMC Helix Knowledge Management by ComAround as a knowledge provider for Smart IT. You must complete the common configuration tasks in BMC Helix Innovation Studio, and then request BMC Support to enable BMC Helix Knowledge Management by ComAround as the knowledge provider in Smart IT.


Benefits of BMC Helix Knowledge Management by ComAround

BMC Helix Knowledge Management by ComAround provides the following benefits for your end users in Smart IT:

HKM_ITSM_benefits.png


Important

BMC Helix Knowledge Management by ComAround is a SaaS solution, and you can use it as a knowledge provider in the SaaS version of Smart IT only. 


Workflow to configure BMC Helix Knowledge Management by ComAround as a knowledge provider for Smart IT

To start using BMC Helix Knowledge Management by ComAround as the knowledge source for Smart IT, complete the following tasks:

ITSM_HKM_workflow_new.png

Task

Product

Role

Action

Reference

1

BMC Helix Innovation Studio

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

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.

Important: You cannot synchronize knowledge articles from BMC Helix Knowledge Management by ComAround to BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows.

3

BMC Helix Innovation Studio

BMC Helix Innovation Studio administrator

To manage access to the knowledge articles in BMC Helix Knowledge Management by ComAround, map the knowledge article visibility from Smart IT to BMC Helix Knowledge Management by ComAround.

4

NA

NA

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.


Available capabilities after completing the configuration

After BMC Helix Knowledge Management by ComAround is configured and enabled as the knowledge provider for Smart IT, 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.

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. To correct this behavior, you can manually replace the links with corresponding BMC Helix Knowledge Management by ComAround links.

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 such as Company, Create Date, and Last Modified Date in the Smart IT global search will not be available.

Integration with Live Chat and Openfire

Live Chat and Openfire do not display articles from BMC Helix Knowledge Management by ComAround. 

 

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