How can I view Knowledge against a Service Request

[spike]

I have Service Requests and I have Knowledge Articles.

I want my agents to be able to see the KB that relates to the SR when they are fulfilling that SR.

I've enabled the Knowledge Article related list on the Service Request form and I've related the article and the request through the article's Related Catalog item list. However nothing appears on the Knowledge Related list:

Is there something I'm doing wrong? Is there a way to make the knowledge article appear?

Thanks!

[Musab Rasheed]

Hello,

Check these out

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0785250

https://community.servicenow.com/community?id=community_question&sys_id=422ac17fdb74d454414eeeb5ca96191a

Regards

[spike]

Thanks, but not really.

If I add an article as a related article against a catalog item it comes up against the catalog item in the Service Portal.

If I add a catalog item as a related catalog item against the article, that comes up in the Knowledge base when looking at the article.

Neither of these is what I'm after.

What I want is this: when an agent is looking at a service request that's been raised, the related articles related list should show the agent any KB articles that are attached to it. That way they can jump straight in and start fixing the issue.

I can't seem to find a way to do this.

[Musab Rasheed]

Hello,

If you are fine with my response, Please hit like and mark my response as correct if that helps.

Regards