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

lisak_ · ‎05-10-2017

Alikutty A · ‎05-10-2017

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

View solution in original post

amlanpal · ‎05-10-2017

Hi Lisa,

This functionality is called as 'Contextual Search'. Unfortunately, you can not be configured that against any 'Reference' type field. As CI is a reference type field referring the 'cmdb_ci' table, you can not configure the contextual search against CI field.

Hence I can suggest couple of things:

1. You may try the OOB behavior, i.e. related Knowledge result based on value filled in Short Description in Incident table. Or can choose any other field type like Short description, Category etc.

2. You may move forward and attach related Knowledge article after the insertion of the record in the 'Attached Knowledge' related List (Please find my last response).

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

Y A · ‎01-30-2025

Hello @amlanpal,

Can you share some reference link to follow the OOTB process for related Knowledge result based on value filled in Short Description in Incident table ?