G'day,
Have checked a few of the articles on DPM data mapping and haven't yet found where it documents what field on a knowledge article allows that article to be associated with the offering and then displayed in DPM workspace. From trying a few things I've worked out (I hope) that its the Configuration Item field, on the knowledge article. Am I correct?
On an offering you can "add" a catalog item, in the related lists on the "orderable items" tab. You can't do this with knowledge articles, you have to edit the knowledge article and make the association there. We've had the "service or offering" field added to all our knowledge article templates - and populated that field with the service offering, and they have appeared in the Knowledge related list tabs on the service offerings. However I was expecting this would also flow through for DPM e.g. relating the knowledge article to the offering = displays knowledge article in DPM on the offering. It didn't.
So my question, is the configuration item field the one that needs to have the service offering, if I want it to appear? and what if I want to change this, where do I make the change or what role is needed?
Some noob questions there, but we are getting close to having it all configured and learning as we go.
