Knowledge synchronization process overview

Knowledge base synchronization process includes multiple mandatory and optional steps for migrating articles from your BMC application to BMC Helix Knowledge Management by ComAround. As an administrator, you must perform these steps in a sequential order to complete the synchronization process successfully.

Workflow for synchronizing knowledge base from BMC applications to BMC Helix Knowledge Management by ComAround

The following image shows the steps you perform in BMC Helix Innovation Studio:

New_process to synchronize.png

Before you begin

Make sure that the following conditions are fulfilled before you synchronize the knowledge base from your BMC application to BMC Helix Knowledge Management by ComAround:

Product	Action
BMC Helix ITSM: Knowledge Management	BMC Helix Innovation Studio and BMC Helix ITSM: Knowledge Management are installed on the same server instance. You have administrator access to BMC Helix ITSM: Knowledge Management. BMC Helix Innovation Studio can connect to BMC Helix ITSM: Knowledge Management data.
BMC Helix Business Workflows Knowledge Management	In Remedy Mid Tier, you have assigned the following IS Personas in the CTM:People form to the user who will run the sync utility: Application Name: com.bmc.dsm.case-lib IS Persona: Case Business Analyst
BMC Helix Knowledge Management by ComAround	The following structure is created: Portal User groups You have added the following BMC Helix Knowledge Management by ComAround credentials in BMC Helix Innovation Studio: API URL Subscription ID User name and password

Process for synchronizing knowledge articles

The following table lists the topics that describe the procedures to synchronize a knowledge base from your BMC application to BMC Helix Knowledge Management by ComAround:

Task	Role	Action	Reference
1	BMC Helix Innovation Studio Administrator	Create a data source connection and data source mapping for knowledge base synchronization. Important: You do not need to complete this task for BMC Helix Business Workflows Knowledge Management because all its data is generated and maintained in BMC Helix Innovation Studio.	Creating-a-data-source-connection-and-data-source-mapping-for-knowledge-base-synchronization
2	BMC Helix Innovation Studio Administrator	Perform the optional tasks for knowledge base synchronization.	Performing-the-optional-tasks-for-knowledge-base-synchronization
3	BMC Helix Innovation Studio Administrator	Set the default author email address.	Setting-the-default-author-email-address
4	BMC Helix Innovation Studio Administrator	Run the synchronization job.	Synchronizing-the-knowledge-bases
5	BMC Helix Innovation Studio Administrator	Verify the knowledge base synchronization and troubleshoot errors.	Verifying-the-knowledge-base-synchronization

Unsupported scenarios when synchronizing the knowledge base

Consider the following unsupported scenarios or limitations before you synchronize the knowledge base from your BMC application:

Function	Unsupported scenarios
Synchronization tool	You cannot synchronize articles from BMC Helix Knowledge Management by ComAround to BMC applications. You cannot run multiple synchronization jobs simultaneously.
Types of article and article statuses	Decision Tree type of articles are not synchronized.
Localization	Localized articles aren't migrated from BMC applications to BMC Helix Knowledge Management by ComAround in the following cases: If BMC Helix Knowledge Management by ComAround doesn't support a translation language for the article locale set in your BMC application. If BMC Helix Knowledge Management by ComAround supports a translation language for the article locale set in your BMC application, but this language isn't configured for a BMC Helix Knowledge Management by ComAround portal. In these cases, the synchronization tool returns the Invalid portal culture exception, skips the localized articles in that language, and moves to other articles. However, you can define a custom locale mapping to get such localized articles synchronized. To learn more, see To create a custom locale mapping. If the article locale is set to a different language than English in your BMC application, metadata fields are copied as article tags to the respective translation in BMC Helix Knowledge Management by ComAround, in the following format: Field value is copied as is. Field name is always presented in the English language in BMC Helix Knowledge Management by ComAround. For more information about synchronizing localized metadata fields, see How localized metadata fields are synchronized.
Difference between BMC Helix Knowledge Management by ComAround and BMC Helix ITSM: Knowledge Management structure	Knowledge article permission groups from BMC Helix ITSM: Knowledge Management can be mapped only to a single portal in BMC Helix Knowledge Management by ComAround. Only 64 user groups are supported in BMC Helix Knowledge Management by ComAround. Only metadata values of existing articles in BMC Helix ITSM: Knowledge Management are created as tags in BMC Helix Knowledge Management by ComAround during synchronization.
Difference between BMC Helix Knowledge Management by ComAround and BMC Helix Business Workflows Knowledge Management structure	Knowledge article permission groups from BMC Helix Business Workflows Knowledge Management can be mapped only to a single portal in BMC Helix Knowledge Management by ComAround. Only 64 user groups are supported in BMC Helix Knowledge Management by ComAround. Only metadata values of existing articles in BMC Helix Business Workflows Knowledge Management are created as tags in BMC Helix Knowledge Management by ComAround during synchronization. If there are multiple versions of an article in BMC Helix Business Workflows Knowledge Management, only the published version is migrated to BMC Helix Knowledge Management by ComAround.

Where to go from here

Creating-a-data-source-connection-and-data-source-mapping-for-knowledge-base-synchronization