Map a related item in Agent Workspace

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • Manually map catalog items related to a knowledge article in Agent Workspace to enable employees to request the related catalog item.

    Before you begin

    You must have contribute access to the knowledge base that stores the knowledge article for which you want to add related articles.

    Role required: agent_workspace_user

    About this task

    This task provides steps to map related catalog items when editing an article in Agent Workspace. You can also map related catalog items when editing an article from the Knowledge Management application in the ServiceNow AI Platform interface. For more information, see Map catalog items related to an article.

    Procedure

    1. Navigate to All > Agent Workspace > Agent Workspace Home.
    2. Go to Lists > Knowledge > Published for a published article or Lists > Knowledge > Unpublished for an unpublished article.
    3. Click the link to the knowledge article for which you want to map a related item.
    4. On the Knowledge form, click the Related Catalog Items related list.
    5. Click New.
    6. On the Related Catalog Items form, fill in the fields.
      Table 1. Related Items form
      Field Description
      Active Option to enable the mapping to the related catalog item.
      Catalog item Catalog item related to the knowledge article.

      You can click the search for record icon (Search for Record icon) to access a list of available catalog items.
      Knowledge article Number of the knowledge article for which you are adding the related catalog item.
      Order Order in which you want the catalog item to appear in the Related Items section on the Knowledge Management article view page.

      A lower value means that a catalog item has the greater priority to appear in the Related Items section. The default value is 100.
    7. Click Save.

    Result

    The mapped catalog items are listed in the Related Items section on the Knowledge Management article view page in Knowledge Management Service Portal.
    Note:
    Because system administrators can configure the number of catalog items shown in the Related Items section, not all mapped related catalog items might appear in the Related Items section. For more information, see Configure related catalog item widget instance options.