Defining permission mappings for BMC Helix Knowledge Management by ComAround
As an administrator, you can map companies, lines of business, and support groups from your BMC application to a BMC Helix Knowledge Management by ComAround portal and user groups to set the knowledge permissions in BMC Helix Knowledge Management by ComAround. These mappings enable your users to access knowledge articles in BMC Helix Knowledge Management by ComAround. Users can access the knowledge articles based on their knowledge permissions as defined in your BMC application.
Before you begin
Make sure that the following actions are performed to create the knowledge structure in BMC Helix Knowledge Management by ComAround:
Action | Role |
|---|---|
Create portal. | BMC team |
Create user groups. | BMC team |
Create folders. | Administrator who must run the synchronization job in BMC Helix Innovation Studio to create folders. |
Map user groups to portal and folders. | BMC team |
To map companies and support groups from your BMC application to BMC Helix Knowledge Management by ComAround
After the portal and folders are created in BMC Helix Knowledge Management by ComAround, and BMC has created and assigned user groups to them, you can map companies, lines of business, and support groups from your BMC application to a BMC Helix Knowledge Management by ComAround portal and user groups to set the knowledge permissions. You can also modify the defined mappings.
- Log in to BMC Helix Innovation Studio and navigate to the Administration tab.
- Select Knowledge management > Knowledge access mapping.
- Select the company and support group for which you want to define or modify the mapping:
From the Company list, select the company for which you want to define or modify the mapping.
For example, Apex Global.
The list of support groups is displayed in the table for the selected company.From the Line of business list, select one of the following options to filter the list of support groups by a line of business:
- All—All support groups defined for the selected company are returned. This option returns groups for both BMC Helix Business Workflows and BMC Helix ITSM.
- None—Only support groups for BMC Helix ITSM are returned.
- Specific line of business— Only support groups associated with this line of business in BMC Helix Business Workflows are returned.
- Select the support group for which you want to define or modify the mapping.
For example, Apex Global Helpdesk.
- Click Map access.
- Map the selected support group with the appropriate user group in BMC Helix Knowledge Management by ComAround:
On the New knowledge access mapping page, from the Knowledge management portal list, select the portal with which you want to map the company.
For example, Apex Global.
In Permission groups, the support group that you selected in step 3 is displayed.From the Knowledge management user group, select a single or multiple user groups that you want to map with the selected support group.
For example, select all Apex_Global_helpdesk groups.In Accessible folders, a list of folders accessible to the selected user group is displayed.
This is a read-only list that displays the parent folders only. To view the child folders, click the parent folder.
- Click Save.
On the Knowledge access mapping page, the status of the support group that you selected is changed to Mapped.
The following image shows an example mapping:
Result
When users search for knowledge articles in your BMC application, BMC Helix Knowledge Management by ComAround returns the articles based on the defined mapping. However, the ability of users to search for knowledge articles in BMC Helix ITSM or BMC Helix Business Workflows is not determined by the KCS role of a specific user. BMC Helix Knowledge Management by ComAround returns all articles that the mapped user group with the highest KCS role is entitled to view. For example, if a company or a support group is mapped with the user group for the Publisher role in BMC Helix Knowledge Management by ComAround, a user with the Candidate role can search for the knowledge articles that are accessible by users with the Publisher role only. However, the user with the Candidate role can't view these articles. This rule applies to the articles synchronized from BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows Knowledge Management to BMC Helix Knowledge Management by ComAround and the articles created directly in BMC Helix Knowledge Management by ComAround.
When users launch BMC Helix Knowledge Management by ComAround from your BMC application or access knowledge articles via a shared link, their access to knowledge articles is determined by the defined mapping and the KCS role of a user in BMC Helix Knowledge Management by ComAround. However, users of BMC Helix Digital Workplace Advanced or BMC Helix Virtual Agent can only have the Reader role in BMC Helix Knowledge Management by ComAround. As a result, they can view all published articles in the folders accessible by the user group mapped to their company.