KB articles to be visible in Related KB Articles widget under case creation page in esc portal

[Community Alums]

I want to make KB articles as visible in Related Knowledge Articles widget under the case creation page in esc portal. I had selected the correct source and target fields only but it's not getting changed and it's not reflecting as per expected.

How is it possible to show the KB articles in the widget ?

[Community Alums · Accepted solution]

Hi @Community Alums ,

the purpose of related articles section is to attach an article which is similar in content with that topic . For example if I am looking at one product related to Microsoft like Microsoft Office , then you can attach one article related to Microsoft office, word or any other Microsoft stuff.

You can do this setting for catalog : https://docs.servicenow.com/bundle/tokyo-servicenow-platform/page/product/knowledge-management/task/map-related-items.html

You can do this setting for portal after above setting: https://docs.servicenow.com/bundle/tokyo-servicenow-platform/page/product/knowledge-management/task/configure-related-items-widget.html

[Community Alums · Accepted solution]

Hi @Community Alums ,

the purpose of related articles section is to attach an article which is similar in content with that topic . For example if I am looking at one product related to Microsoft like Microsoft Office , then you can attach one article related to Microsoft office, word or any other Microsoft stuff.

You can do this setting for catalog : https://docs.servicenow.com/bundle/tokyo-servicenow-platform/page/product/knowledge-management/task/map-related-items.html

You can do this setting for portal after above setting: https://docs.servicenow.com/bundle/tokyo-servicenow-platform/page/product/knowledge-management/task/configure-related-items-widget.html

[Nilesh Wahule · Accepted solution]

Hi @Community Alums ,

The quick answer to your question is , you can add the related articles in record producer related list shown below. So that they will be available while submitting HR request.

Please find attached Image for more info,

Please mark my answer as helpful/correct if it resolves your query.

Let me know if any issues….

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Nilesh Wahule

[Rudi Knies]

Hi Nilesh,
I was was able to add a related article to an Catalog Item as describel below. 😃
But on the ESC,  the KB article (and related Catalog Items) are shown below the Catalog Item.
Is there any option to adjust the display Widget so that related Articles / Catlog Item are shown beside the Catalog Item ?

[Nilesh Wahule]

Hi @Rudi Knies ,

Unfortunately there is no such OOTB configurations for changing the positions on the right side for knowledge articles.

This leaves us the next option i.e. Customizations for which following points to be considered :
1. Need to design the page for showing catalog items ( esc_sc_cat_item ) which will impact other record producers as well statically.

2. Refer the following layout for the page, Submit button and its nearby space is in one widget which is separate from parent widget and Articles widget. Hence if need to achieve articles on Right hand side, you may need to place the knowledge widget on right of submit button or modify the catalog item widget.

You can view this layout by holding CTR and right click on any widget. Then select Show Widget Customizations.

3. Though you did fine job to achieve it , think once from UI perspective how it will show the main catalog item widget in 9 columns.

You can view this layout by holding CTR and right click on any widget. Then select Page in Designer.

So my suggestion would be to wait till ServiceNow adds certain customizations to it. 

I hope this helps to your query.

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Nilesh Wahule