Configuring BMC Helix Innovation Suite Knowledge Management as a knowledge provider for BMC Helix ITSM

 

Configure BMC Helix Innovation Suite Knowledge Management (ISKM) as the knowledge provider for BMC Helix ITSM to enable agents and authors to create, search, pin, and manage ISKM articles directly from ITSM consoles. When configured, ISKM becomes the active knowledge repository, and BMC Helix ITSM uses ISKM for knowledge search and article management.

If you plan to enable BMC Helix Innovation Suite Knowledge Management (ISKM) and your organization is currently using another knowledge solution, you must follow the applicable migration path before enabling ISKM.

• BMC Helix ITSM: Knowledge Management to ISKM - Existing customers using BMC Helix ITSM: Knowledge Management can migrate their articles to ISKM by using the migration utility, which supports the migration of out-of-the-box templates.
  Contact BMC Helix Support or your account manager for assistance with this process. After ISKM is enabled, authoring in BMC Helix ITSM: Knowledge Management is disabled, and these articles are no longer available through BMC Helix ITSM or BMC Helix Digital Workplace search.
• BMC Helix Knowledge Management by ComAround to ISKM - A migration utility for customers moving from BMC Helix Knowledge Management by ComAround to ISKM is in development and will be available in a future release. Contact BMC Helix Support or your account manager to discuss migration planning and available options.

Before you begin

Before configuring ISKM as the active knowledge provider for BMC Helix ITSM, make sure the following prerequisites are met:

	Prerequisite	Product	Reference
	You have administrator permissions to configure ISKM.	BMC Helix ITSM	Setting up roles and permissions
	Progressive Views (PV) is enabled, because the ITSM Application Settings page used to enable ISKM is accessible only when PV is enabled. We recommend that you enable ISKM only from the ITSM Application Settings page and not from Configuration Settings in Mid Tier.		Enabling Progressive Web Application screens
	BMC Helix Knowledge Management by ComAround is not enabled in your environment. If it is already enabled, ISKM cannot be activated. In this scenario, the UI displays a message explaining the restriction. You must disable BMC Helix Knowledge Management by ComAround before you enable ISKM.		NA
	Required knowledge sets, templates, metadata, and approvers are configured for ISKM.		Managing knowledge sets and knowledge templates
	Customized form, view, or workflow reconciliation is complete in Developer Studio because they are not updated during the upgrade.	Innovation Suite	Reconciling customized Developer Studio form views
	Business Workflows pluggable provider is enabled, and the RKM pluggable provider is disabled. Important: Make sure that the MyIT Super Admin permission group is assigned to your user account. For details, see Setting up administrator authentication	BMC Helix Digital Workplace	Integrating with other applications by using provider
	Helix ITSM Knowledge Management information provider is disabled, and Helix Business Workflows Knowledge Management is enabled for the following skills used in the BMC Helix IT Service Management application: Agent Assistance for ITSM HelixGPT Agent in Global Context Incident Agent Assist Conversation Important: Perform these configuration changes during scheduled maintenance or non-peak hours to minimize search disruptions and to make sure consistent results in active agent sessions.	BMC HelixGPT Agent Studio	Defining knowledge search settings

To enable ISKM as the knowledge provider

1. As an administrator, log in to BMC Helix ITSM.
2. Click Settings.
3. Expand Helix IS Knowledge Management and click Enabling IS Knowledge Management.
   
   
    
4. On the Enabling Helix Innovation Suite Knowledge Management (ISKM) page, make sure that you have completed the required prerequisites. 
5. (Applicable if your organization is currently using BMC Helix ITSM: Knowledge Management) In Steps to enable ISKM, initiate migration and indexing.
   Make sure that BMC Helix ITSM: Knowledge Management article migration is completed successfully, and all migration and indexing tasks are in the Completed state. For details, see Migrating knowledge articles from BMC Helix ITSM: Knowledge Management.
6. Review and confirm the following message: 
   I confirm that I have completed all prerequisites, including customization reconciliation, before enabling ISKM.
7. Click Enable. 
   ISKM is enabled as the active knowledge provider for BMC Helix ITSM. 

To disable ISKM

1. As an administrator, log in to Mid Tier.
2. Click Applications, and select AR System Administration > AR System Administration Console.
3. Select System > General > Centralized Configuration.
4. From AR System Configuration Generic UI form, select Enable_IS_KM and modify its value to false. 
   After updating the parameter, you must log out and log back in for the change to take effect.

ISKM is disabled as the active knowledge provider for BMC Helix ITSM. 

Where to go from here

Managing knowledge sets and knowledge templates

Developing knowledge articles