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 BMC Helix ITSM 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 the BMC Helix Service Management Advanced license. BMC Helix Knowledge Management by ComAround is also available to customers with entitlements in BMC Helix Virtual Agent Basic or BMC Helix Virtual Agent Advanced subscriptions.
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 BMC Helix ITSM.
You must complete the common configuration tasks in BMC Helix Innovation Studio, and then request BMC Helix, Inc. Support to enable BMC Helix Knowledge Management by ComAround as the knowledge provider in BMC Helix ITSM.
Benefits of BMC Helix Knowledge Management by ComAround
BMC Helix Knowledge Management by ComAround provides the following benefits for your end users in BMC Helix ITSM:
Workflow to configure BMC Helix Knowledge Management by ComAround as a knowledge provider for BMC Helix ITSM
To start using BMC Helix Knowledge Management by ComAround as the knowledge source for BMC Helix ITSM, complete the following tasks:
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, import the knowledge articles to BMC Helix Knowledge Management by ComAround. Important: You cannot import knowledge articles from BMC Helix Knowledge Management by ComAround to BMC Helix ITSM: Knowledge Management. | |
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 permissions from BMC Helix ITSM 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 BMC Helix ITSM. 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 Helix, Inc. Support, we recommend that you use the following subject line for a support case: Configure HKM by ComAround for ITSM. |
Result
After BMC Helix Knowledge Management by ComAround is configured and enabled as a knowledge provider for BMC Helix ITSM, users can search for BMC Helix Knowledge Management by ComAround articles directly within BMC Helix ITSM. They can also open BMC Helix Knowledge Management by ComAround from BMC Helix ITSM to view, edit, and create articles. (Controlled availability customers only) Additionally, users can preview and edit BMC Helix Knowledge Management by ComAround knowledge articles directly within BMC Helix ITSM.
The following table presents the actions that users with the knowledge worker roles can perform after BMC Helix Knowledge Management by ComAround is configured as a knowledge provider:
Action | Result | Required permissions and limitations |
|---|---|---|
(Controlled availability customers only) To preview an article, you must click the article link in the search results in BMC Helix ITSM. To enable this capability, contact BMC Helix Support. | The article is displayed in the preview pane. The article is rendered via an iframe. You can preview any article type from BMC Helix Knowledge Management by ComAround, whether imported from BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows Knowledge Management, or created directly in BMC Helix Knowledge Management by ComAround. If multiple translations of an article exist, the version displayed matches your locale inBMC Helix ITSM. The following UI elements and features from the BMC Helix Knowledge Management by ComAround portal are not available in the preview pane:
To view the full article in a new browser tab within the BMC Helix Knowledge Management by ComAround portal, you must click the View full article button.
Important: If you click a link or attachment in an article, the link or the attachment opens in the same browser tab. To return to BMC Helix ITSM, you must use the browser’s Back button. Any data that you entered in Smart Recorder is not saved and will not be available upon returning to the application. | If you have any knowledge worker role higher than Knowledge Viewer, you can search for and preview knowledge articles in Draft, Work in Progress, Approved, and Published states. However, you can't search for and preview Archived articles. If you have the Knowledge Viewer permission, you can search only for Published knowledge articles, but you cannot preview them in BMC Helix ITSM. You must have the KCS Candidate permission or a higher role to preview the knowledge articles. |
(Controlled availability customers only) When you preview an article, you can edit it directly in the preview pane. To enable this capability, contact BMC Helix Support. | When you click the Edit article icon, the article is displayed in the Edit mode within the preview pane. Changes made in the preview pane are directly updated in the original article, with no local copy created. All changes made to the knowledge article either in the preview pane in BMC Helix ITSM or in the BMC Helix Knowledge Management by ComAround portal are immediately reflected in both the interfaces. Best practice: For major article edits, we recommend that you use the BMC Helix Knowledge Management by ComAround portal rather than the preview pane within BMC Helix ITSM. The following UI elements and features from the BMC Helix Knowledge Management by ComAround portal are not available in the preview pane in the Edit mode:
Warning: In the preview pane, when you click the Leave edit mode icon without saving the article, a warning message prompts you to save the changes. However, if you navigate away from the Edit mode by clicking outside the iframe without saving the article first, your changes are lost. In this case, no confirmation or warning message is displayed. We recommend that you save the updated knowledge article regularly to save the data.
| To edit an article in the preview pane, you must have a knowledge worker role that supports creating and editing articles. For more information about different user roles and the article states that they can edit, see the Permissions to read and edit content in BMC Helix Knowledge Management by ComAround section in Product overview. Important: When a user with the KCS Publisher role logs in after a user with the KCS Candidate role, the Edit button is disabled for the KCS Publisher user. To make sure that the appropriate permission is applied, use different browser instances for different users. We recommend that users with different roles close all tabs and use different instances of the application to log in.
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To view an article, you must click the article link in the search results in BMC Helix ITSM. | BMC Helix ITSM opens the article in the BMC Helix Knowledge Management by ComAround portal on a new browser tab.
The View article page displays the dynamic side panel that varies its content based on your role and where you accessed the panel from. On the View article page that opens from BMC Helix ITSM, the side panel displays the following content:
The Possible Duplicates and Additional Search Hits menus are not in use on this page. | If you have any knowledge worker role higher than Knowledge Viewer, you can search for and view knowledge articles in Draft, Work in Progress, Approved, and Published states. However, you can't search for Archived articles in BMC Helix ITSM. If you have the Knowledge Viewer permission, you can search only for Published knowledge articles, but you cannot view them in the BMC Helix Knowledge Management by ComAround portal. You must have the KCS Candidate permission or a higher role to view the knowledge articles. |
To create an article, you must click Create> Knowledge in BMC Helix ITSM. | BMC Helix ITSM launches the Create article page in the BMC Helix Knowledge Management by ComAround portal on a new browser tab.
On the dynamic side panel, you can check for possible article duplicates. Important: You must first save the article to be able to check for duplicates. The Additional Search Hits, Related Content, and Content Standards Checklist menus are not in use on the Create article page. | To create an article, you must have a knowledge worker role that supports creating and editing articles. For more information about different user roles and their capabilities, see the Permissions to read and edit content in BMC Helix Knowledge Management by ComAround section in Product overview. |
When in BMC Helix Knowledge Management by ComAround, you can search for articles directly in the application by selecting Search from the main menu. | You enter your query in the Search field, and BMC Helix Knowledge Management by ComAround launches the Search results page on the same browser tab.
On the side panel, you can apply filters to narrow down the search results. | You must have the KCS Candidate permission or a higher role to be able to access the BMC Helix Knowledge Management by ComAround portal from BMC Helix ITSM. For more information about different user roles that can search for and view articles directly in the BMC Helix Knowledge Management by ComAround portal, see the Permissions to read and edit content in BMC Helix Knowledge Management by ComAround section in Product overview. |
Changes in knowledge management after configuring BMC Helix Knowledge Management by ComAround as a knowledge provider
After BMC Helix Knowledge Management by ComAround is configured and enabled as the knowledge provider for BMC Helix ITSM, the following BMC Helix ITSM functionalities work differently.
Function | The difference in behavior |
|---|---|
Article preview | (Controlled availability customers only) To preview an article in BMC Helix ITSM, click the article link. To read the article in a new tab, click the View Full Article link. |
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 |
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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 BMC Helix ITSM 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. |