Attaching Multiple CIs to one knowledge article

[adamcarty]

Hi

Does anyone out there know if you can attach multiple CIs to one knowledge article. We have a number of Business Services that all follow the same procedure and keeping the knowledge updated is a nightmare. Would be so easy if we could just have one knowledge article attached to multiple CIs.

Or is there another way around it that someone has used???

Thanks in advance!

[MKhan1]

Hi,

i have not implemented anything on knowledge articlce but have done a similar thing on request table. You can do either of 2 things here
1) Create a custom table which will act as Many to many relationship between knowledge table and CI table
2)Create a field on CI table that reference to Knowledge table then Go to relationships and create a new relationship. After this, the relationship will come as a related list on your CI form.

I would recommend for second option.

[Mark Stanger]

You can use the 'Affected products' (u_m2m_kb_ci) related list on the KB form. It creates a many-to-many relationship between KB articles and CIs. The same related list can be added to your CI forms.

[Marc_Heyvaert]

I understand the 'affected product' functionality and we have implemented this 2-way: a related list showing up on the level of the knowledge article and a related list showing on the CI level. However, a lot of knowledge in our organisation is really on product model or even CI class level. For example, instructions about configuration of printers may be valid for all printers in the organisation. Or a troubleshooting document may be usefull for all instances of a certain CI product. Having to maintain links on the individual CI instance, is too hard to be useful and efficient.
Any pointers on how I could solve this?

[sbanc]

Hi Marc

Sorry for digging into a 6 year old post, but I am facing the same problem...

I would really like to use the functionality, but I somehow want to link KB articles to CI Classes, CI Groups or product types instead of particular CI's.

Is it really possible that there is no need for enterprises to do this requirement in an out-of-the-box behaviour?

May you found a solution for it in the past 6 years which delivers this opportunity?

Thanks

Simon