How to reference knowledge article from a service catalog

[will_smith]

I am trying to attach/reference a KB article from a service catalog. I'm a new administrator, so I'm not really sure what the plausible ways to accomplish this are. Some ideas I have are:

• Include an href link in the description - this could get missed
• have a workflow email the user after the item is ordered - not sure how to accomplish this...
• attach (or reference) the KB article from the service catalog item - I was under the impression attachments were just files, so I'm not sure if this is a viable option.

Thanks for your help everyone!

This may be very similar to Insert knowledge article to the work notes of a catalog task , and if so I apologize for the double posting.

[Brad Tilton]

What exactly are you looking to do? You can use content items to link to knowledge articles from the catalog. In a search or browsing the Service Catalog they will look like catalog items until you click on one and get taken to a knowledge article.

Adding Content Items to Service Catalog - ServiceNow Wiki

[will_smith]

Hi b-rad, I should have been more verbose in my original article. I have an existing catalog item that requests access to a file share. I am looking for an easy way to include the knowledge article for the user on how to create that in Windows. I currently have a link in the description field with the word NOTE next to it.

[Brad Tilton]

So is this something that requires a requested item to be created and for your IT department to do something or is it all on the user? If the first, you could add a notification to your workflow at the end that contains the link to the kb article. If it's the second then the content item should work.

[will_smith]

It is all on the user. I have posted an image of the catalog item below. I would love to be able to create a content item and "insert" that at the bottom with a link, similar to how a web page scrolls down when you click on an ID element. Is something like this possible?

Catalog item...