Skip to Content

Knowledge base synchronization process overview

The knowledge base synchronization process contains multiple mandatory and optional steps for migrating articles from your BMC application to

WarningSome content is unavailable due to permissions.

. As an administrator, you must perform these steps in a sequential order to complete the synchronization process successfully.  

Related topics

Knowledge-base-synchronization-overview

Synchronizing-the-knowledge-bases

Workflow for synchronizing knowledge base from BMC applications to

WarningSome content is unavailable due to permissions.

The following image shows the steps you perform in

WarningSome content is unavailable due to permissions.

: 

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 

WarningSome content is unavailable due to permissions.

:

Product

Action

Warning

Some content is unavailable due to permissions.

  • WarningSome content is unavailable due to permissions.

    and

    WarningSome content is unavailable due to permissions.

    are installed on the same server instance.
  • You have administrator access to

    WarningSome content is unavailable due to permissions.

    .

  • WarningSome content is unavailable due to permissions.

    can connect to

    WarningSome content is unavailable due to permissions.

     data.

Warning

Some content is unavailable due to permissions.

In 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

Warning

Some content is unavailable due to permissions.

The following structure is created:

  • Portal
  • User groups


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

WarningSome content is unavailable due to permissions.

:

Task

Role

Action

Reference

1

WarningSome content is unavailable due to permissions.

Administrator

Create a data source connection and data source mapping for knowledge base synchronization.

Important: You do not need to complete this task for

WarningSome content is unavailable due to permissions.

because all its data is generated and maintained in BMC Helix Innovation Studio. 

2

WarningSome content is unavailable due to permissions.

Administrator

Perform the optional tasks for knowledge base synchronization.

3

WarningSome content is unavailable due to permissions.

Administrator

Set the default author email address.

4

WarningSome content is unavailable due to permissions.

Administrator

Run the synchronization job.

5

WarningSome content is unavailable due to permissions.

Administrator

Verify the knowledge base synchronization and troubleshoot errors.


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

    WarningSome content is unavailable due to permissions.

    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

    WarningSome content is unavailable due to permissions.

    in the following cases:
    • If

      WarningSome content is unavailable due to permissions.

      doesn't support a translation language for the article locale set in your BMC application.
    • If

      WarningSome content is unavailable due to permissions.

      supports a translation language for the article locale set in your BMC application      , but this language isn't configured for a

      WarningSome content is unavailable due to permissions.

      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

    WarningSome content is unavailable due to permissions.

    , in the following format:
    • Field value is copied as is. 
    • Field name is always presented in the English language in

      WarningSome content is unavailable due to permissions.

      .
      For more information about synchronizing localized metadata fields, see How localized metadata fields are synchronized.

Difference between

WarningSome content is unavailable due to permissions.

and

WarningSome content is unavailable due to permissions.

structure

  • Knowledge article permission groups from BMC Helix ITSM can be mapped only to a single portal in

    WarningSome content is unavailable due to permissions.

    . 
  • Only 64 user groups are supported in

    WarningSome content is unavailable due to permissions.

    .
  • Only metadata values of existing articles in

    WarningSome content is unavailable due to permissions.

    are created as tags in

    WarningSome content is unavailable due to permissions.

     during synchronization. 

  • WarningSome content is unavailable due to permissions.

    doesn't support emojis. If an emoji is used in a

    WarningSome content is unavailable due to permissions.

    article, it is not rendered in

    WarningSome content is unavailable due to permissions.

    after article synchronization. 

Difference between

WarningSome content is unavailable due to permissions.

and

WarningSome content is unavailable due to permissions.

 structure

  • Knowledge article permission groups from BMC Helix Business Workflows can be mapped only to a single portal in

    WarningSome content is unavailable due to permissions.

    . 
  • Only 64 user groups are supported in

    WarningSome content is unavailable due to permissions.

    .
  • Only metadata values of existing articles in

    WarningSome content is unavailable due to permissions.

    are created as tags in

    WarningSome content is unavailable due to permissions.

    during synchronization. 
  • If there are multiple versions of an article in

    WarningSome content is unavailable due to permissions.

    , only the published version is migrated to

    WarningSome content is unavailable due to permissions.

    .

Where to go from here

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

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*

BMC Helix Innovation Suite 23.3