Knowledge permissions and roles mapping from BMC Helix ITSM to BMC Helix Knowledge Management by ComAround

BMC Helix ITSM and BMC Helix Knowledge Management by ComAround define knowledge permissions differently.

In BMC Helix ITSM, knowledge permissions are defined by support groups and the users' Knowledge-Centered Service (KCS) roles. Support groups are set by one assignment group per article and one or more additional visibility groups, if necessary. In BMC Helix Knowledge Management by ComAround, knowledge permissions are defined by the user groups assigned to the portal or folders. A user must be assigned to a user group that matches their highest-level KCS role in BMC Helix ITSM.

As an administrator, you must map knowledge permissions from BMC Helix ITSM to BMC Helix Knowledge Management by ComAround ​​​​​​to enable your users to access knowledge articles in BMC Helix Knowledge Management by ComAround.

Related topics

Restricting access to knowledge base content by configuring visibility groups in BMC Helix ITSM: Knowledge Management documentation

Knowledge management permissions and default actions in BMC Helix ITSM: Knowledge Management documentation

User groups in ComAround help articles

How knowledge permissions are mapped from BMC Helix ITSM to BMC Helix Knowledge Management by ComAround

The following image shows how knowledge permissions are mapped from BMC Helix ITSM to BMC Helix Knowledge Management by ComAround:

Mapping RKM access with HKM_numbered_steps.png

 

  1. Companies from BMC Helix ITSM are mapped to a single portal in BMC Helix Knowledge Management by ComAround. If a global company access is required, companies are also mapped to folders.
  2. Knowledge permissions in BMC Helix ITSM are set by assignment groups and one or more additional visibility groups, if necessary.
  3. Knowledge articles from BMC Helix ITSM: Knowledge Management are imported into folders in BMC Helix Knowledge Management by ComAround based on the knowledge access permissions in BMC Helix ITSM.
    Folders are created in BMC Helix Knowledge Management by ComAround for each combination of a company with assignment groups or visibility groups, or both.
  4. User groups are assigned to the portal and folders in BMC Helix Knowledge Management by ComAround, not to each knowledge article.
  5. Assignment groups and visibility groups in BMC Helix ITSM are mapped to BMC Helix Knowledge Management by ComAround user groups.
    This mapping enables users to access articles that reside in the BMC Helix Knowledge Management by ComAround portal and folders based on the user group assignment in BMC Helix Knowledge Management by ComAround.
  6. KCS roles are assigned per user group in BMC Helix Knowledge Management by ComAround. Users from BMC Helix ITSM are assigned to specific BMC Helix Knowledge Management by ComAround user groups that match their highest-level KCS role in BMC Helix ITSM. Learn how BMC Helix Knowledge Management by ComAround determines a user's highest-level KCS role in Permission-mapping-overview-for-BMC-Helix-Knowledge-Management-by-ComAround. 
Example: Mapping knowledge access permissions

A company, Apex Global, has its finance team in India and USA. The knowledge publisher in this company has the following permissions in BMC Helix ITSM to create and publish articles for both - India and USA teams:

  • Finance assignment group
  • Apex Global Finance visibility group

As an administrator of Apex Global, you want to make sure that the knowledge publisher continues to access articles for India and USA teams after mapping the permissions. The following image shows the permissions assigned to the knowledge publisher after mapping them with BMC Helix Knowledge Management by ComAround:

  • Global user group
  • Apex Global user group
  • India Finance user group
  • USA Finance user group

Example RKM to HKM access map.png

 

How user roles in BMC Helix ITSM are mapped to KCS roles in BMC Helix Knowledge Management by ComAround

The following image shows how user roles in BMC Helix ITSM are mapped to KCS roles in BMC Helix Knowledge Management by ComAround:

ITSM_HKM_user_mapping.png

Important

Users with the Reader role in BMC Helix Knowledge Management by ComAround cannot view BMC Helix Knowledge Management by ComAround articles because they cannot open BMC Helix Knowledge Management by ComAround from BMC Helix ITSM. 

The following BMC Helix ITSM roles are legacy knowledge worker roles that aren't KCS certified. Therefore, they are mapped to the Candidate role in BMC Helix Knowledge Management by ComAround.

Legacy knowledge worker roles in BMC Helix ITSM

KCS roles in BMC Helix Knowledge Management by ComAround

Knowledge Admin

Candidate

Knowledge Config

Candidate

Knowledge Submitter

Candidate

Knowledge User

Candidate

To be mapped with advanced KCS roles in BMC Helix Knowledge Management by ComAround, these roles must be certified by KCS first.

 

 

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