Referencing between knowledge articles and incidents

[Rocco K_hling]

Dear community,

I have a question about referencing between incidents and knowledge articles.

We use versioning in our knowledge bases.

If the solution to an incident is also created as a knowledge article, this incident is referenced as a source in the knowledge article.

In the incident, the knowledge article is then displayed as an associated knowledge article in the associated data records.

That's still OK. Our employees in the service desk can see straight away whether there is a KB for the incident or where the information in the KB comes from.

If a new version of such a knowledge article is later published, this knowledge article will now be displayed again in the referenced incident as the associated knowledge article in the associated data records. This means that in addition to accessing the latest version, it is now possible to access outdated versions.

In my opinion, this doesn't really make sense, because the content of the outdated article may have been incorrect or incomplete, which required a revision.

In the knowledge article, on the other hand, the incident is always displayed as the source under the entry "latest tasks" if there is a new version of the knowledge article.

Example: If there are two versions of an article (1.0; 2.0), both of these can be seen as links in the referenced incident. In the knowledge article, the referenced incident is displayed exactly twice as a link.

I think I've also seen this happen when a knowledge article in an incident is sent as a link in "additional notes - visible to customers".

Does it make sense and is it intended that versioning also results in multiple referencing between the incident as a source and the knowledge article as a solution?

Greetings Rocco

[Pat Espin · Accepted solution]

Rocco,

It makes sense that the original kb article is linked to the incident as that is the kb that was used to resolve the incident at the time.  If you go back in history at a later date, you can see the incident was resolved with a previous version of the article.  

I'm not sure why the new version also gets attached at a later date but I'm guessing that it is so that anyone referencing that incident to resolve future incidents will see that there is a newer version of the article that they should use.    

[Rocco K_hling]

Hello Pat,

thanks for the reply.

From this perspective, it makes sense.
In short, for an older incident, I can see what the solution was that was created as a KB and possibly even that there is an updated solution thanks to a newer version of the KB.