Permission mapping overview for BMC Helix Knowledge Management by ComAround


Knowledge permissions are defined differently in your BMC application and BMC Helix Knowledge Management by ComAround. The mapping process bridges these structural differences. As a result, users continue to have access to articles in BMC Helix Knowledge Management by ComAround based on their knowledge permissions as defined in your BMC application.

How knowledge permissions are defined

The following table describes how knowledge permissions are defined in the applications:

Application

Knowledge permissions

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The knowledge permissions are defined by support groups and the users' Knowledge-Centered Service (KCS) roles. Support groups are set by assignment groups and one or more additional visibility groups, if necessary.

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The knowledge permissions are defined by support groups and the users' KCS roles. Support groups are assigned to knowledge sets. Then, knowledge sets are assigned to articles.

For more information about associations between knowledge sets, companies, lines of business, and support groups, see Creating knowledge sets and knowledge templates.

BMC Helix Digital Workplace Advanced

The knowledge permissions are defined by the users' KCS roles. 

BMC Helix Virtual Agent

BMC Helix Knowledge Management by ComAround

The knowledge permissions are defined by the user groups assigned to the portal or folders. A user can be assigned to more than one user group, but each user group has a single KCS role.

Important: A maximum of 64 user groups can be created in BMC Helix Knowledge Management by ComAround environments that have not yet been migrated to the new content storage solution. In migrated environments, Managers can create up to 3000 user groups and assign each user to up to 256 groups. For more information, see Creating user groups and assigning content access.

 

How user roles are defined

To grant the role to a user in your BMC application, administrators assign KCS roles by using the fields under Application Permissions and IS Persona tabs on the CTM:People form. Therefore, a user can have multiple KCS roles selected on the CTM:People form. Learn how to add People data in Creating and modifying People data.

BMC Helix Knowledge Management by ComAround determines the highest-level KCS role selected for a user under Application Permission and IS Personas tabs on the CTM:People form. Then, this KCS role is assigned to the user in BMC Helix Knowledge Management by ComAround. For more information about KCS roles in

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, see Knowledge-Centered Service overview. For

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users, 
BMC Helix Knowledge Management by ComAround also accounts for assigned functional roles. To understand how BMC Helix Knowledge Management by ComAround determines the user's highest-level KCS role based on functional roles, see How KCS roles are defined for BMC Helix Business Workflows users

 

How knowledge permissions are mapped

The mapping of knowledge permissions is based on the mapping of support groups from

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or

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to BMC Helix Knowledge Management by ComAround user groups (and its link with portals or folders). 

After support groups are mapped with user groups, knowledge permissions assigned to articles in

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or

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are mapped to BMC Helix Knowledge Management by ComAround folders to which user groups are assigned. The import of knowledge articles is based on the original permission settings in

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or

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. Learn more about the import process in Importing articles to BMC Helix Knowledge Management by ComAround.

BMC Helix Digital Workplace Advancedor BMC Helix Virtual Agent users are not assigned to any support groups. Therefore, you cannot map specific support groups from BMC Helix Digital Workplace Advanced or BMC Helix Virtual Agent to BMC Helix Knowledge Management by ComAround. However, you can map companies to which these users belong in BMC Helix Digital Workplace Advanced or BMC Helix Virtual Agent to BMC Helix Knowledge Management by ComAround user groups.

While mapping companies or support groups to user groups, you must consider the KCS roles of the users. Select the user group that corresponds to the highest-level KCS role assigned to the user on the CTM:People form. Learn how BMC Helix Knowledge Management by ComAround determines the user's KCS role in How user roles are definedWhen you complete the mapping, users can view published knowledge articles based on their highest-level KCS roles.  

 

How unrestricted access works in BMC Helix Knowledge Management by ComAround

Some users require access to all companies. For example, someone working in Global Support or a Help Desk manager may require access to multiple companies despite belonging to a single company only. In such cases, the 

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 administrator can provide users with unrestricted access to all companies. This permission is granted on the CTM: People form located in the Application Administration Console. To learn how to enable this level of access, see the section To grant a person unrestricted access to all companies in Granting people access to companies

After the companies that a user has unrestricted access to and their support groups are mapped to user groups in BMC Helix Knowledge Management by ComAround, the user is assigned to all user groups from both the company level and the support group level in BMC Helix Knowledge Management by ComAround.

Information
Scenario

Britney is a Helpdesk specialist at Apex Global. As a user, she belongs to Apex Global, but also has unrestricted access to the Apex Europe company. During the permission mapping process, both Apex Global and Apex Europe companies are mapped to the Reader user groups (Reader Global and Reader Europe) in BMC Helix Knowledge Management by ComAround. Additionally, Apex Global has the Helpdesk contributors support group that is mapped to the Contributors user group, and the Apex Europe company has the Helpdesk coaches support group that is mapped to the Coaches user group in BMC Helix Knowledge Management by ComAround. After the mapping, Britney is assigned to the Reader Global, Reader Europe, Contributors, and Coaches user groups, granting her access to all knowledge articles as a coach in both companies.

 

 

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BMC Helix Innovation Suite 25.3