We have a challenge with group information that is hard coded into each KB article for our Service Desk agents (through Agent Workspace). All of our articles used by them have a "Resolver" section which includes support group names so they know how to route tickets. The problem is that every time those groups change (re-name, remove etc.), each article needs to be "touched" - checked out, updated, approved and published. We are making a change next week that impacts 150 articles - this approach is no longer scalable. We are trying to determine how to use our "Service" table - update is made to a service "Support Group" which is readily available on the article via a link or dynamic reference so that we only update in one place. Does anyone know if this can be done, or have any recommendations for a more streamlined way to ensure visibility of service support groups to our Service Desk agents through the Agent Workspace view or portal view of articles?
