Sharing knowledge articles

Share knowledge articles by copying a shareable link to an eligible BMC Helix Innovation Suite Knowledge Management (ISKM) article and reuse it in other tools, such as chat messages or emails. The system generates a BMC Helix Digital Workplace link that recipients use to open the shared article.

You can share a knowledge article only when its status is set to Published, and it is marked as External.

Before you begin

Make sure these prerequisites are met:

• BMC Helix Digital Workplace is available and accessible.
• The BMC Helix Digital Workplace URL is configured in the Chatbot integrations settings. For more information about how to complete this setting, see the To add BMC Helix Digital Workplace Advanced client application credentials procedure in Enabling integration with BMC Helix Digital Workplace Advanced and BMC Helix Business Workflows.
• ISKM is enabled as a search provider for BMC Helix Digital Workplace by configuring the Business Workflows pluggable provider. For more information, see Integrating with other applications by using providers.
• You have the Knowledge IS persona and knowledge permissions that allow viewing the article. For more information, see Setting up roles and permissions.

To share an article

1. Log in to BMC Helix ITSM or BMC Helix Business Workflows. 
2. Search for an ISKM article that you want to share, either from the Knowledge Console or from any other supported search UIs, such as:
   • The global search in BMC Helix ITSM or BMC Helix Business Workflows.
   • The Resources tab of tickets in BMC Helix ITSM.
   • Smart recorder in BMC Helix ITSM.
   • Live Chat in BMC Helix ITSM.
   • A case in BMC Helix Business Workflows.
3. Use one of the following methods to share the article:
   • In the Knowledge Console, click the More option and use the Share row action.
     
   • In the Edit Article screen, click Share.
     
   • In the Preview Article screen, click Share.
     

The system generates a BMC Helix Digital Workplace link and copies it to your clipboard. The success confirmation message appears. You can paste the link into supported tools, such as chat messages and emails.

To view a shared article, the recipient must authenticate in BMC Helix Digital Workplace and must have the Knowledge persona and appropriate access permissions. If these requirements are not met, the article is not visible.

The link opens the article in the same locale and version that was shared. If a newer version is published after the link is copied, the link continues to open the original version.

Troubleshooting

Issue	Cause	Resolution
The Share button is displayed, but users can't click it.	The system cannot retrieve the BMC Helix Digital Workplace URL.	Verify that the BMC Helix Digital Workplace URL is correctly configured by taking the following steps: Log in to BMC Helix Innovation Studio, and navigate to the Administration tab. Select Cognitive and Chatbot > Chatbot integrations > Digital Workplace. Check the value in the Digital Workplace URL field and make sure it contains a valid https URL for BMC Helix Digital Workplace. If the URL is missing or invalid, update the value and save the configuration.
The following unexpected script error occurs: Cannot read properties of undefined (reading 'writeText')	The copy to clipboard action is not supported in non‑secure (http) environments.	Configure the environment to use https. Browsers restrict clipboard access for non‑secure domains.
After upgrading to version 26.2, users cannot see the Share action even though all required configurations are in place.	The IS Knowledge Console view was customized before the upgrade.	Manually reconcile the customized IS Knowledge Console view so that it consumes the new Share action introduced in version 26.2.