Knowledge Management, Related Articles - how to see them?

[phenkry]

Hi community,

When we relate Articles to other Articles (using the related list at the bottom of the article) the related article links show up just fine in the widget in the Service Portal.

But what about in the back-end (UI16) for fulfillers such as Service Desk, 2&3 level etc? When viewing an article, how are they supposed to see any related articles? I can't see it anywhere!

thanks in advance, Parker

[cavila]

Would this be seen as a customization or a configuration?  Wondering how this will effect future upgrades for the knowledge module and how it effects overall % customization across everything we use. 

[amarks]

Thanks @Dave Littlejohn, I very much appreciate you sharing your solution. I have the same question as @cavila.  We are reworking our ServiceNow instance to return to OOTB as much as possible because customizations (or over-customization, I should say) have hampered our ability to upgrade safely and efficiently. Understanding that this is entirely subjective, how would you rate this in terms of a customization or risk. I'm new to ServiceNow, but it looks fairly innocuous, but I'd love your take.

Thanks Dave,

Adam

[Dave Littlejohn]

@cavila and @amarks ,

Our company viewed this as a customization with minimal risk since the ui macro, kb_view_common_footer, hasn't been updated since 2009.

I would love for this to be added OOTB, and if it every is, I would revert the customization during that upgrade.

edit: clarification on which UI Macro would be customized