Verifying the knowledge base synchronization

Before you begin

• Synchronize the knowledge base from your BMC application with BMC Helix Knowledge Management by ComAround.

To verify the synchronization

1. Log in to BMC Helix Innovation Studio and click Administration. 
2. In the Settings pane, select Knowledge Management > Knowledge Sync.
   On the Knowledge Sync page, the Job Status column specifies one of the following statuses of the sync job:

• 
  
  • Completed successfully—All articles were synchronized
  • Completed with errors—Only some articles were synchronized
  • Failed—Articles were not synchronized

The following image shows an example of the sync job status: 

Troubleshooting

You can view the logs for each synchronization job. 

1. Log in to BMC Helix Innovation Studio and click Administration. 
2. In the Settings pane, select Logger Configuration > com.bmc.dsm.comaroundMigration > Logger Configuration.
3. In the Level field, select DEBUG, and then click Save.
4. In the Settings pane, select Knowledge Management > Knowledge Sync. 
   
5. From the logs column, click the job for which you want to view the logs. 
6. To view the log details such as ID, created date, and log level, click  and select the check box for the detail that you want to view. 
   The following image shows sample logs:
   

Typical reasons for synchronization job failure

• Connectivity failed between BMC Helix Innovation Studio and BMC Helix Knowledge Management by ComAround
• Incorrect authentication in BMC Helix Knowledge Management by ComAround
• Incorrect mapping of fields from custom knowledge template with BMC Helix Knowledge Management by ComAround fields might not synchronize the custom knowledge articles correctly. 

Known issues that cause synchronization job failure

(Fresh deployment of version 21.3) A 404 error is returned during the knowledge synchronization from BMC Helix Business Workflows Knowledge Management 

A 404 error might occur because the record definition BWF in the BMC Helix Knowledge Management by ComAround folder exists with an invalid ContentId in com.bmc.dsm.comaroundMigration:Migration Folder Mapping.

To resolve this 404 error, perform the following steps:

1. Log in to BMC Helix Innovation Studio and click Administration. 
2. Select Knowledge Management > Knowledge Sync. 
3. From the table that lists running or completed sync jobs, delete any existing records.
4. Run the synchronization job again.

Where to go from here