Is there a way to link one or more specific knowledge articles to an incident/task based on the CI that is selected?

[lisak_]

Is there a way to link one or more specific knowledge articles to an incident/task based on the CI that is selected?

[Alikutty A · Accepted solution]

Hi Lisa,

There is a an oob configuration item field on knowledge article. You can tag all related articles to the CI and then create a defined relationship to display all articles related to your CI.

1) Tag CI's to the articles

2) Create a relationship from System definition -> Relationships

3) Add the related list "CI Articles" on Incident

Thank You

Please Hit Like, Helpful or Correct depending on the impact of response

[santoshkomerave]

Add this line of code to the above script so that it will show the appropriate articles from any Incident:

current.addNotNullQuery('cmdb_ci'); -- This line of code will show related articles for any Incidents even though articles CI is empty/null/not associated with any of the service/CI.

Thanks,

Santosh

[amlanpal]

Hi Lisa,

Yes you can. You may use the OOB related list 'Attached Knowledge' as per given screenshot here. All you have to do it to call it in your form. Right Click on the Form Header-->Configure-->Configure Related List-->see the below screenshot.

Now your requirement in is to automatically certain knowledge articles which matches the logic. You can now use your logic in the Business rule to show those KB Articles there in that Related List. Only you have provided based on CI. It would be better for me to provide you a sample code of Business rule if I get more clarity on your logic. Which articles needed to be attached automatically? and when?

I hope this helps.Please mark correct/helpful based on impact

[lisak_]

User wants related Knowledge articles to come up based on the CI selected.

So when the help desk is creating an incident or task, they would fill in the configuration item. Based on what was filled in, then the related knowledge articles would pop up in a "related search results" field.

This is to make initial troubleshooting steps readily available to the Help Desk, hopefully cutting back on the number of tickets the escalation teams send back to the Help Desk referencing Knowledge articles they should have looked at before escalation.

Make sense? Does this answer your question?

Lisa