Can KB article lists be added to a Business Application record? If I configure a related list I do not see option to reference KB articles.

[bethprice]

I have created Knowledge categories to house our runbooks as well as information that is only accessed by our application support team.  We will be using Virtual Agent and PI.  I do not want this data getting attached to incidents and sent to customers. The articles are locked down by groups. When I go to my associated Business Application record in the CMDB, and try to add a related list to show KB articles for said runbooks or application support, I do not see fields that will allow me to list the KB numbers.  We currently show incident, change, and problem tabs. We are trying to drive people to use the system more and it would make the user experience better if they could see such things in a single pane of glass. Thanks in advance for your help! 

[bammar]

What you have to do is go to the KB article form view and add a reference to Business Application.

Then fill those out accordingly.

Because there is a reference to Business App in KB now go back to Business Application and youll see KB in the related list now. 

[bethprice]

Wonderful thanks for getting back to me so quickly!

[bammar · Accepted solution]

No Problem and the last part " youll see the related list" i mean youll see it as available to add as an option, it wont be there automatically.  Even just adding the reference to the KB form will make it available to add - then you can populate the ref in KB articles and they will instantly appear under the business app associated with them granted you added the related list

[bethprice]

Prior to upgrading to San Diego I had this working.  We created a knowledge base named ITSM Runbooks.  We successfully restricted the view capabilities of this content.  It did show the KB articles that were linked with the business application CI on a related list.  

Post San Diego upgrade it only is showing us submission numbers.  Our articles do not have traditional submission numbers.   We are not following the traditional path to get the items approved and published.  We didn't want to overwhelm our other KB users.  We created shell articles, asked the various business application owner's technical teams to review, update and approve the articles.  Then they hit save and Publish.  How can we get the individual KB articles to show on the business application via CI link in San Diego? I do not see KB number in the available options on the edit list. I can put in the number of the KB article but that defeats my purpose.  These are production runbook type articles.  I am trying to drive my support techs to business record so they can see the heat maps, incidents, changes, problems etc in a single pain of glass.  That way they can have a complete view of everything related to that application.