Link Knowledge Articles to Services/Configuration Items

[Billy Shatford]

Hi All,

I want to be able to link Knowledge Articles to existing Services, Configuration Items etc so it appears on the knowledge article when viewed.

The only way I can see to do this would be to create a new knowledge template and then add a reference field however I can't seem to add a reference field.

For example, in our new knowledge base I would like the articles to be able to show the configuration item that are linked with when users are viewing them. When editing the template I can only add the following fields:

• HTML
• String
• Integer
• Date
• Date and time

Is there anyway to also include reference fields in this list so that we can have Articles show Config Items, Services etc from existing tables when the users are viewing them? Or does anybody know of a better method?

Tanks in advance.

[Andrea Elms]

Hi Billy,

If you add Related articles and related services to the related list in the KB articles you can link them and they are shown in widgets at the service portal for the users.

Hope this helps,

Andrea

[White Wolf]

Hi Andrea,

unfortunatly this doesn't resolve the item if you have a Knowledge article that you would like to share to be shown as a link to a CMDB Record. (e.g. Application)

the only option available in Releated links for Knowledge is "Product" which doesn't link back to the same table even though when you look at the dependency filter it has a configuration item.

Do you any other ideas?