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Knowledge base synchronization process overview

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

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. 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

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The following image shows the steps you perform in

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: 

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 

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:

Product

Action

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    and

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

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    .

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    can connect to

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     data.

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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

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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

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:

Task

Role

Action

Reference

1

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Administrator

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

Important: You do not need to complete this task for

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

2

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Administrator

Perform the optional tasks for knowledge base synchronization.

3

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Administrator

Set the default author email address.

4

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Administrator

Run the synchronization job.

5

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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

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    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

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    in the following cases:
    • If

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

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

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      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

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

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

Difference between

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and

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structure

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

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    . 
  • Only 64 user groups are supported in

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    .
  • Only metadata values of existing articles in

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    are created as tags in

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     during synchronization. 

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

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    article, it is not rendered in

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    after article synchronization. 

Difference between

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and

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 structure

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

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    . 
  • Only 64 user groups are supported in

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    .
  • Only metadata values of existing articles in

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    are created as tags in

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

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    , only the published version is migrated to

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    .

Where to go from here

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

 

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