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Knowledge base import process overview

The knowledge base import process contains multiple mandatory and optional steps for importing 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 import process successfully.  

Related topics

Knowledge base import overview

Importing the knowledge bases

Workflow for importing knowledge base from BMC applications to

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The following image shows the steps you perform in

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: 

import_process_25.2.png

 

Before you begin

Make sure that the following conditions are fulfilled before you import 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 import 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 importing knowledge articles

The following table lists the topics that describe the procedures to import 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 import.

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 import.

3

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Administrator

Set the default author email address.

4

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Administrator

Run the import job.

5

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Administrator

Verify the knowledge base import and troubleshoot errors.

 

Unsupported scenarios when importing the knowledge base

Consider the following unsupported scenarios or limitations before you import the knowledge base from your BMC application:

Function

Unsupported scenarios

Import tool

  • You cannot import articles from

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    to BMC applications.
  • You cannot run multiple import jobs simultaneously.

Types of article and article statuses

  • Decision Tree type of articles are not imported.

Localization

  • Localized articles aren't imported 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 import 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 imported. 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 importing localized metadata fields, see How localized metadata fields are imported.

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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    . 
  • In environments that have not been migrated to the new content storage, only 64 user groups are supported in

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    . 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.
  • Only metadata values of existing articles in

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    are created as tags in

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     during import. 

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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 import. 

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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    . 

  • In environments that have not been migrated to the new content storage, only 64 user groups are supported in

    WarningSome content is unavailable due to permissions.

    . 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.

  • Only metadata values of existing articles in

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    are created as tags in

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    during import. 

  • If there are multiple versions of an article in

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    , only the published version is imported to

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    .

Where to go from here

Creating a data source connection and data source mapping for knowledge base import

 

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BMC Helix Innovation Suite 25.3