Configuring BMC Helix Knowledge Management by ComAround in BMC Helix ITSM

Enhance your knowledge base by using BMC Helix Knowledge Management by ComAround as a knowledge provider for BMC Helix ITSM. BMC Helix Knowledge Management by ComAround provides multiple capabilities, among which is an extended language support and over 100 languages in translation. For more information about BMC Helix Knowledge Management by ComAround and its benefits, see Leveraging-knowledge-from-BMC-Helix-Knowledge-Management-by-ComAround.

As an administrator, you configure BMC Helix Knowledge Management by ComAround as a knowledge provider for BMC Helix ITSM. BMC Helix Innovation Studio is the interface between BMC Helix Knowledge Management by ComAround and BMC Helix ITSM. 

You must complete the common configuration tasks in BMC Helix Innovation Studio, and then enable BMC Helix Knowledge Management by ComAround as the knowledge provider in BMC Helix ITSM.

Related topics

Configuring BMC Helix Knowledge Management by ComAround as a knowledge provider

BMC Helix Knowledge Management by ComAround


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

Action

Reference

1

(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

(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.

3

Map the knowledge article visibility to manage access to the knowledge articles in BMC Helix Knowledge Management by ComAround.

To enable BMC Helix Knowledge Management by ComAround as the knowledge provider

  1. On the IT Home page, navigate to Administrator Console > Application Administration Console.
  2. Go to Foundation > Advanced Options > Helix Knowledge Management settings and click Open.
  3. On the Helix Knowledge Management Settings screen, select Enable Helix Knowledge Management and update the details as required.

    Helix Knowledge Management Settings.png
  4. Click Save.
    After the configuration, when you click Console> Knowledge or Create> Knowledge, BMC Helix ITSM launches the BMC Helix ITSM portal in a new tab.

Important

If you disable BMC Helix Knowledge Management by ComAround as the knowledge provider for BMC Helix ITSM, you will lose any updates you have made to knowledge articles since enabling BMC Helix Knowledge Management by ComAround. You cannot synchronize knowledge articles from BMC Helix Knowledge Management by ComAround to BMC Helix ITSM: Knowledge Management.

 

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