Hi folks, I'm new to ServiceNow and have what I'm hoping is a simple question. In my reporting I can see that Incidents are being linked to Knowledge Articles:
And if I look at one of those Incidents I can see that KB0012400 is linked as a Related Record:
However, I'm not sure how that activity is taking place. If I take a look at an Incident with no knowledge article as a Related Record, I can see 'Related Search Results', but the only options are 'Order' (for Catalogue items) and 'Attach' (which adds a summary of the article to the 'Additional comments' section of the ticket), but doesn't add the article ID to the 'Knowledge' field in the 'Related Records' tab of the ticket:
I can see that next to the 'Knowledge' field I can search for articles, but this is clunky and there must be a better way:
Is there a way to change the default button next to the article search results in a ticket so that it 'links' to the article and updates the 'Knowledge' field in the 'Related Records' tab, as opposed to 'Attaching' it? Or can I have both buttons? Is there another way of linking an article to a ticket that I'm missing?
How are my users linking tickets to knowledge articles, currently?
Thanks so much 🙂
So there is a formatter 'Attached Knowledge', which displays all the linked knowledge to an incident.
The field knowledge you see under Related Records tab is set automatically, when you have the 'knowledge' checkbox checked and incident is marked resolved.
Hi Sanjiv, if I attach an article to an open ticket in my instance of ServiceNow:
It adds the article details to the Additional Comments section:
But does not update the ‘Knowledge’ box in the ‘Related Records’ tab:
Nothing changes if I now resolve the ticket:
If I follow the same process again, but this time resolve the ticket and tick the ‘Knowledge(knowledge) box under the ‘Closure Information’ tab, nothing changes and the ‘Knowledge’ box under the ‘Related Records’ tab is still blank:
I am interpreting this to mean that ‘Attaching’ knowledge has a different intention in ServiceNow than ‘linking’ knowledge. I’m more interested in ‘linking’ knowledge.
I am not sure, if the 'Knowledge' field under Related records are used anymore.
Previously when knowledge is checked and incident is marked closed, it used to create a knowledge article and link it to the knowledge field in incident. But now when I see in my personal instance, that field is not there anymore. But a BR is there using which knowledge is created from incident. This knowledge article can be used as an SOP to resolve future incident/
Now when you say you want to link incident to a knowledge, you should be using the attach knowledge option, which will then tell you all the knowledge article used in this incident for resolution. Let me know if thats not the intention.
