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FAQ

Here are the answers to some frequently asked questions about BMC Helix Innovation Suite Knowledge Management.

Can ISKM be enabled if another knowledge solution is already active in the environment?

No. ISKM cannot be enabled if another knowledge provider, such as BMC Helix Knowledge Management by ComAround or BMC Helix ITSM: Knowledge Management, is active. Only one knowledge management solution can be used at a time to avoid inconsistent search results and access issues.
For more information, see Configuring BMC Helix Innovation Suite Knowledge Management as a knowledge provider for BMC Helix ITSM.

Is ISKM enabled automatically for all customers?

No. ISKM is enabled by default only for new customers. Existing customers must explicitly enable it and complete the required configuration.
For more information, see Setting up and going live.

Is Progressive Web Application (PWA) required to enable ISKM with ITSM?

Yes. ISKM can be enabled only from the ITSM Application Settings page, which is available only when Progressive Views (PWA) are enabled.
For more information, see Configuring BMC Helix Innovation Suite Knowledge Management as a knowledge provider for BMC Helix ITSM.

Can multiple knowledge providers be used simultaneously for different use cases?

No. Running multiple knowledge providers simultaneously is not supported and can cause broken article links, visibility issues, and inconsistent behavior.
For more information, see Configuring BMC Helix Innovation Suite Knowledge Management as a knowledge provider for BMC Helix ITSM.

What happens to BMC Helix ITSM: Knowledge Management authoring after ISKM is enabled?

After ISKM is enabled, creating new knowledge articles in BMC Helix ITSM: Knowledge Management is automatically disabled. All new knowledge content must be created and managed in ISKM.
For more information, see Configuring BMC Helix Innovation Suite Knowledge Management as a knowledge provider for BMC Helix ITSM.

Can multiple versions of the same knowledge article be published at the same time?

No. Only one version of a knowledge article can be published at any given time. Older versions become inactive when a new version is published.
For more information, see Knowledge article versioning.

Can Knowledge Curator use custom knowledge templates?

No. Knowledge Curator supports only out‑of‑the‑box templates. Custom templates are not supported for AI‑generated articles.
For more information, see Creating knowledge articles from incidents and validating them by using Knowledge Curator.

Can Knowledge Curator validate articles not created from incidents?

Yes. Knowledge Curator can validate any article in ISKM, regardless of how it was created.
For more information, see Creating knowledge articles from incidents and validating them by using Knowledge Curator.

Which incident fields does Knowledge Curator analyze by default?

Knowledge Curator analyzes specific documented incident fields such as Summary, Description, Resolution Notes, categories, and product information. Only fields explicitly configured are used.
For more information, see Enabling Knowledge Curator to create knowledge articles from incidents and validate them.

Can a locale be deleted after it is added for translation?

No. Once a locale is added, it cannot be deleted. It can only be marked inactive.
For more information, see Enabling automatic translation for knowledge articles.

Can multiple unpublished translations exist for the same locale?

No. Publishing a translation automatically closes other unpublished versions for that locale.
For more information, see Translating knowledge articles to various locales.

 

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BMC Helix Innovation Suite Knowledge Management 26.1