Performing the optional tasks for knowledge base synchronization

Before you begin

Make sure you have completed the following steps:

To map the custom fields in a knowledge template with BMC Helix Knowledge Management by ComAround

The out-of-the-box knowledge templates and fields in your BMC application are automatically mapped with BMC Helix Knowledge Management by ComAround. If you have custom fields in the out-of-the-box knowledge templates, you must map them manually.

Learn how to map the custom fields.

To modify the query to synchronize knowledge articles

You can modify the default synchronization configurations to specify the articles that you want to synchronize. For example, you can include previously failed articles in synchronization. Also, you can specify the status of the knowledge articles that you want to include or exclude from synchronization. For instance, cancelled and retired knowledge articles from your BMC application are not synchronized with BMC Helix Knowledge Management by ComAround by default. However, you can modify the default synchronization configurations to include these articles in synchronization. 

To modify configurations for BMC Helix ITSM: Knowledge Management

1. Log in to BMC Helix Innovation Studio.
2. On the Workspace tab, select Knowledge Sync > Processes > Get RKM Articles. 
3. Modify the type of knowledge articles and previously failed articles that are synchronized by default. 
   1. On the canvas, click one of the following Get Records By Query elements that you want to modify:
      • Get Failed Records By Query
      • Get Problem Solution Records By Query
      • Get How To Records By Query
      • Get KCS records By Query
      • Get Known Error records By Query

      • Get Reference Records By Query

        For example, if you want to modify the query to get the How To type of articles, click the Get How To Records By Query element.

   2. On the GENERAL tab, in the INPUT MAP section, edit the Query Expression field. 

   3. On the Edit Expression dialog box, modify the conditions to synchronize the knowledge articles. 

      View the Get RKM Articles process

      

   4. For example, if you want to synchronize the Retired, How To knowledge articles, add ArticleStatusEnglish = "Retired" to the query, as shown in the following image:

      

   5. Click OK and click Save.
4. Repeat the procedure to update the required Get Records By Query elements in the process.

To modify configurations for BMC Helix Business Workflows Knowledge Management

1. Log in to BMC Helix Innovation Studio.
2. On the Workspace tab, select Knowledge Sync > Processes > Get BWF Articles. 
3. Modify the type of knowledge articles and previously failed articles that are synchronized by default. 
   1. On the canvas, click one of the following Get Records By Query elements that you want to modify:
      • Get Failed Records By Query
      • Get BWF HowTo Records By Query
      • Get BWF KCS Records By Query
      • Get BWF Reference Records By Query
        For example, if you want to modify the query to get the How To type of articles, click the Get BWF HowTo Records By Query element.
   2. On the GENERAL tab, in the INPUT MAP section, edit the Query Expression field. 

   3. On the Edit Expression dialog box, modify the conditions to synchronize the knowledge articles. 

      View the Get BWF Articles process

      

   4. For example, if you want to synchronize the Retired, How To knowledge articles, add ArticleStatus = "6000" to the query, as shown in the following image:
      

      View the supported article states and their codes

      Article status	Code
      In progress	1000
      Draft	2000
      SME review	3000
      Content review	3100
      Proof reading	3200
      Published	5000
      Closed	9000
      Retired	6000
      Cancelled	7000
      Publish approval	4000
      Retire approval	5500
      Request cancellation	6500

   5. Click OK and click Save.
4. Repeat the procedure to update the required Get Records By Query elements in the process.

To map an article status from your BMC application with an article state in BMC Helix Knowledge Management by ComAround

You can map an article status in your BMC application with any existing article state in BMC Helix Knowledge Management by ComAround. By default, only the Retired and Cancelled article statuses are not mapped to any article states in BMC Helix Knowledge Management by ComAround because these articles are excluded from synchronization. If you modify the synchronization query to include retired or cancelled knowledge articles in synchronization, you must map these article statuses with article states of your choice in BMC Helix Knowledge Management by ComAround. Otherwise, the synchronization of these knowledge articles fails. For more information about modifying synchronization configurations, see To modify the query to synchronize knowledge articles.

1. Log in to BMC Helix Innovation Studio.
2. On the Workspace tab, select Knowledge Sync > Records.
3. On the Records tab, select Migration State Mapping and click Edit data.
4. On the Data Editor (Migration State Mapping) page, click New.

1. On the New Record page, specify the following required fields:

1. • ComAroundStateValue—Enter the state of knowledge articles after the migration from your BMC application to BMC Helix Knowledge Management by ComAround.
   • Created By—Enter the name of the user who created this mapping. The default value is the BMC Helix Innovation Studio user name.
   • Description—Enter the mapping description.
   • SourceKBArticle—Select a source BMC application from which knowledge articles with the selected source status must be migrated to BMC Helix Knowledge Management by ComAround.
   • SourceStateValue—Enter the status of knowledge articles in your BMC application before the migration. During the synchronization process, this status will be mapped to the selected BMC Helix Knowledge Management by ComAround state. 
   • Status—Select Enabled.
2. Click Save.

You can also modify the default state mappings. Instead of creating a new record, open an existing record that defines the state mapping you want to modify, and then make the required changes. For more information about the default state mappings, see How article states are mapped.

To modify the schedule to periodically run the sync job

1. Log in to BMC Helix Innovation Studio.
2. On the Workspace tab, select Knowledge Sync > Rules.
3. Click Run Job Migration Process. 
4. On the canvas, click Trigger. 
5. On the GENERAL tab, edit the Schedule Definition field as shown in the following image: 
   
6. In the Edit Schedule Definition dialog box, specify the frequency of the knowledge synchronization job. 
7. Click Save. 

To create a custom locale mapping

You can create a custom mapping between a locale in your BMC application and any existing language in BMC Helix Knowledge Management by ComAround.

1. Log in to BMC Helix Innovation Studio.
2. On the Workspace tab, select Knowledge Sync > Records.
3. On the Records tab, select Migration Locale Mapping and click Edit data.
4. On the Data Editor (Migration Locale Mapping) page, click New.

1. On the New Record page, specify the following required fields:

1. • ComAroundLocaleValue—Enter a language code for a BMC Helix Knowledge Management by ComAround translation language into which articles must be migrated from your BMC application (for example, en-US).

     Important

     This language must be configured for your BMC Helix Knowledge Management by ComAround portal. If BMC Helix Knowledge Management by ComAround supports the selected translation language, but this language isn't configured for the BMC Helix Knowledge Management by ComAround portal, the synchronization tool will return the error during the synchronization process. 

     View the supported translation languages and their language codes

     Translation language in  BMC Helix Knowledge Management by ComAround	Language code
     Čeština	cs-CZ
     Dansk	da-DK
     Deutsch (Deutschland)	de-DE
     Deutsch (Österreich)	de-AT
     Deutsch (Schweiz)	de-CH
     Eesti	et-EE
     English (Ireland)	en-IE
     English (United States)	en-US
     Español	es-ES
     Français (Belgique)	fr-BE
     Français (France)	fr-FR
     Français (Luxembourg)	fr-LU
     Français (Switzerland)	fr-CH
     Hrvatski	hr-HR
     Italiano (Italia)	it-IT
     Italiano (Swiss)	it-CH
     Latviešu	lv-LV
     Lietuvių	lt-LT
     Magyar	hu-HU
     Dutch (Belgium)	nl-BE
     Dutch (Nederland)	nl-NL
     Polski	pl-PL
     Português	pt-PT
     Română	ro-RO
     Slovenčina	sk-SK
     Slovenščina	sl-SI
     Srpski	sr-Latn-RS
     Suomi	fi-FI
     Svenska	sv-SE
     Türkçe	tr-TR
     Ελληνικά	el-GR
     Български	bg-BG
     Русский (Russia)	ru-RU
     Русский (Ukraine)	ru-UA
     Українська	uk-UA
     中文(简体)	zh-CN

   • Description—Enter the mapping description.
   • Created By—Enter the name of the user who created this mapping. The default value is the BMC Helix Innovation Studio user name.
   • SourceLocaleValue—Enter the language name for a locale in your BMC application from which articles must be migrated into the selected BMC Helix Knowledge Management by ComAround translation language.
   • SourceKBAArticle—Select a source BMC application from which localized articles must be migrated to BMC Helix Knowledge Management by ComAround.
   • Status—Select Enabled.
2. Click Save.

To modify the multithreading configurations for the knowledge base synchronization

The synchronization tool uses the multithreading approach to deliver a top-level performance when it synchronizes knowledge bases from BMC applications to BMC Helix Knowledge Management by ComAround. The tool migrates multiple knowledge articles in parallel by using a separate thread for each article instead of copying articles in a consecutive order.

If you are sure that you want to define custom multithreading configurations, you can modify the default settings. 

1. Log in to BMC Helix Innovation Studio.
2. On the Workspace tab, select Knowledge Sync > Records.
3. On the Records tab, select Migration Config Common Settings Properties and click Edit data.

4. On the Data Editor (Migration Config Common Settings Properties) page, open a record that contains the multithreading configurations you want to modify as represented by the property name: 

   PropertyName	Definition
   threadPoolMin	Minimum number of threads that the synchronization tool runs in parallel
   threadPoolMax	Maximum number of threads that the synchronization tool runs in parallel
   keepAliveTime	Time in seconds to migrate a single article from your BMC application to BMC Helix Knowledge Management by ComAround

   View records on the Migration Config Common Settings Properties page

   

5. Specify the following required fields:
   • Created by—Enter the name of the user who created this mapping. The default value is the BMC Helix Innovation Studio user name.
   • Description—Enter the record description.
   • Status—Select the status of the record.
   • Source—Select a BMC application from which knowledge articles are migrated to BMC Helix Knowledge Management by ComAround by using the defined multithreading configurations. 
   • PropertyName— Do not change the name of the property defined in the record.

   • PropertyValue—Modify the value of the selected property.

     PropertyName	ProperyValue
     threadPoolMin	Enter the minimum number of threads that the synchronization tool will run in parallel. The default value is 100.
     threadPoolMax	Enter the maximum number of threads that the synchronization tool will run in parallel. The default value is 100. Important: The threadPoolMin and threadPoolMax values must be the same.  Example: There are 1000 knowledge articles that must be migrated from BMC Helix ITSM: Knowledge Management to BMC Helix Knowledge Management by ComAround. If the threadPoolMax value is set to 100, the synchronization tool will migrate 100 articles in parallel. After this migration is completed, the next set of 100 articles will be pushed from the queue of the thread pool into the threads. The process will remain the same, regardless of the number of articles to be migrated. You do not have to increase the threadPoolMax value if the number of articles is larger; for example, 5000.
     keepAliveTime	Enter the time in seconds to migrate a single article from your BMC application to BMC Helix Knowledge Management by ComAround. The default value is 600. If the article hasn't been fully migrated before this time elapses, it will be completed with the Timeout error, and the system will create an error log. For information about working with logs, see Troubleshooting. Important: During subsequent synchronizations, the sync tool will detect these articles and try to resynchronize them.

     View the ThreadPoolMax record

     

6. Click Save. 

To modify the number of articles to be migrated into subfolders

To improve the synchronization performance, the synchronization tool automatically generates subfolders for each folder created in BMC Helix Knowledge Management by ComAround and migrates knowledge articles directly into them. The number of articles that can be migrated into one subfolder is limited to 300 articles per folder by default.

If you are sure that you want to change the number of articles to be migrated, you can modify the default settings. 

1. Log in to BMC Helix Innovation Studio.
2. On the Workspace tab, select Knowledge Sync > Records.
3. On the Records tab, select Migration Config Common Settings Properties and click Edit data.
4. On the Data Editor (Migration Config Common Settings Properties) page, open the record that has the PropertyName set to NumberOfChildsFolders. 

1. On the Edit Record page, specify the following required fields:
   • Created by—Enter the name of the user who created this mapping. The default value is the BMC Helix Innovation Studio user name.
   • Description—Enter the record description.
   • Status—Select the status of the record.
   • Assignee—Enter the assignee name.
   • PropertyName—Do not change the name of the property.

   • PropertyValue—Enter the number of articles to be migrated per folder. The default value is 300.

     Important

     There is no maximum limit for this value. However, the larger the value, the longer it takes to migrate articles.

2. Click Save.

If you want to start a fresh synchronization process after migrating articles to BMC Helix Knowledge Management by ComAround folders, you must clear the application cache.

1. Log in to BMC Helix Innovation Studio.
2. On the Workspace tab, select Knowledge Sync > Records.
3. On the Records tab, select Migration Config Common Settings Properties and click Edit data.
4. On the Data Editor (Migration Config Common Settings Properties) page, open the record that has the PropertyName set to ClearSubFoldersCache. 

1. On The Edit Record page, Set the PropertyValue to true.
2. Click Save.

You can now start the synchronization process again. After the synchronization is done, ClearSubFoldersCache is automatically set to false. 

Where to go from here

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