Create a knowledge article and relate to multiple business applications/services

[haste]

Hello, 

We're trying to work on making sure that our applications have associated service descriptions (in KB records) perhaps via configuration items (CI). Later, it was found that there are some applications that may use the same service description.

Is there any best practice that can be suggested or is there a way to have a single KB record relate to multiple applications to avoid creating multiple KBs of the same content? Has there been other ways to Knowledge records to business / application services other than using the configuration items?  

[shannont · Accepted solution]

Hi @haste ,

Knowledge articles can contain multiple CIs/Business Apps/Products.  We guide our users to use the Main CI in the article form and then add additional CIs/Business Apps/Products in the related list of the article.  I hope that helps!