Difference between 'Related' knowledge and 'Attached' knowledge

[dylanyoung]

Does anyone know the difference in a task record's Related Links section between "Related knowledge" and "Attached knowledge"?

As per attached screens, I can see that the Attached knowledge feature is for linking knowledge records to a task Record.   But I don't understand what the Related knowledge feature does, after having searched the SNow wiki.

[josewall]

Wonderful question.   Related knowledge is what was referenced prior to Fuji for those KBs that were selected with "Mark as Solution" button.   Attached knowledge was all the KB articles that you could attach using the "Attach to Incident" button when doing searches.   These were written to different tables.   However in Fuji it appears that they did away with the "Mark as Solution" button.   After Fuji, there doesn't seem to be any way to use the Related Knowledge anymore, as I haven't found a way to use it.   The way we were using it was that the agent could attach any KBs they used that didn't resolve the issue, because they could use multiple KB articles.   So when an issue was escalated to higher tier, they could see what was reviewed in search of a solution - possibly using that as a indicator of a need for a new article.   Mark as solution would only add one article which solved the incident.   Without the "Mark as Solution" I haven't found anyway to identify the true solution to an incident, or add anything to the related knowledge field.

[StephLindorff]

Pre-Fuji, clicking the Attach to Incident button would cause the contents of the KA to be copied to the Comments field in the Incident (thereby sending it to the Caller in an email).   This was a while ago and I've gotten a little fuzzy on it but I believe it also created a relationship between the KA and the INC; there would be a link to the INC at the bottom of the KA and a link to the KA would appear in the Related Records section of the INC.   Post Fuji, the This Helped button will create that relationship between the KA and INC, (rfedoruk - am I getting this right?)

The Attach to Incident button also increased the Use Count for the KA in question.   That's a very interesting metric for a knowledge manager but it's always been very tough to capture in OoB SN.

[josewall]

Pre-Fuji "attach to INC" would be written into the table Knowledge Applied to Tasks [m2m_kb_task] table, written in the related knowledge field in related records tab as "Attached knowledge" (and added to the journal).   Multiples could be used in search of a solution.   "Mark as Solution" would be written to the Task / KB Realationship [task_rel_kb] table but only one would be recorded on the incident at a time (written to the related knowledge field tab at the bottom on an incident.   "This helped" button, is written to a separate table, which had to do with article usefulness, Knowledge feedback [kb_feedback].   Use count incremented each time an article was either used as "attached to INC" or "Mark as Solution", while view count only counted when an article was brought up in a browser to read.   Knowledge feedback is historically about only 5% of all views (based on info from the KCS academy), so it doesn't really provide you any good count information because users historically don't comment if an article is useful, but the comment section helps if the article didn't meet the need if the user took the time to comment.   Unfortunately, like I mentioned, final solution isn't annotated anymore as "Mark as Solution" was deprecated when Fuji was released.   Still looking for a replacement.