CI not visible on knowledge article view from Agent Workspace

laura_p
Tera Contributor

‎01-24-2024 08:36 AM

From our IT Portal view if we add a Configuration Item or Affected Product it will show at the bottom of the article view. When go into Agent Workspace the CI does now show on the article view. Our help desk uses this field to know what CI in the Incident. I can only see the CI under the Affected Product tab if you are in the Edit view of the article in Agent Workspace. It would be waste of time for all the techs to have to open the edit view of the article just to see the CI.

 

Does anyone know of a way to add the CI to show on Agent Workspace view of articles?

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Dr Atul G- LNG
Tera Patron
Tera Patron

‎01-25-2024 08:33 AM

Hi @laura_p 

 

could you please provide some screenshot to reproduce this. 

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laura_p
Tera Contributor
In response to Dr Atul G- LNG

‎01-25-2024 09:15 AM

The first picture is an article from the IT portal view.  The second picture of the same article in the Agent Workspace view. When I view test articles in my developer instance it is also the same so this is not our environment adding or removing something. Wondering what options if any are there to have the CI show in Agent Workspace.

 

IT view.jpg

Agent Workspace view.jpg

 

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