Hello @Suggy
In ServiceNow Knowledge articles, the Affected Products and Related Catalog Items related lists help provide context and improve the usability of the article by associating it with relevant Configuration Items (CIs) and catalog items. Here's a breakdown of each:
Afected Products (Referring to Configuration Items):
- Definition: This related list allows you to link the knowledge article to specific Configuration Items (CIs) from the CMDB.
- Purpose: Helps identify which products, services, or infrastructure components are impacted by the content of the article. Enables users to quickly find knowledge articles related to the CIs they are working with (e.g., during incident resolution or request fulfillment).
- Use Case: If an article explains troubleshooting steps for a specific server or application, you can associate that article with the relevant CIs in the CMDB. When users select the CI in an incident or request, the article becomes easily discoverable.
Related Catalog Items:
- Definition: This related list allows you to link the knowledge article to specific catalog items from the Service Catalog.
- Purpose: Provides additional guidance or documentation to users submitting requests through the Service Catalog. Ensures end users and support staff have relevant articles readily available when interacting with a catalog item.
- Use Case: For a catalog item like "Request New Software," you can associate a knowledge article that explains the software's licensing policies or installation instructions. When users view or interact with the catalog item, they can access the related knowledge article for more information.
If this helped, please hit like and mark it as an accepted solution. It helps others find the solution easily and also supports the community.
Thank You
Juhi Poddar
