Define Knowledge Mapping

When you define Knowledge Mapping for Cherwell Knowledge-Centered Support, you add CKCS Article Search support for general Searches (example: A Search from the main Dashboard), Incident Searches (example: While on an Incident, a Search using the Quick Search field), and Knowledge Article Searches (example: While on a Knowledge Article, a Search using the Quick Search pane).

To configure Knowledge mapping:

  1. From the Object Manager menu bar, click Managers and then select Knowledge>Knowledge Mapping.
  2. In the Search From drop-down, select General Search.
  3. Click Add.
  4. Select the CKCS Articles Knowledge Source.

    CKCS Articles

  5. Click OK to add the CKCS Article Business Object to the General Search and return to the Knowledge Mapping window.
  6. Select Incident in the Search From drop-down.
  7. Click Add.
  8. Select the CKCS Articles Knowledge Source.
  9. Click OK to add the CKCS Article Business Object to the Incident search and return to the Knowledge Mapping window.
  10. In the Knowledge Mapping window, select the Field check box.
  11. In the Field drop-down, click Incident fields>CKCS>temp_CKCSSolutionID.
  12. Select the Attachment check box.
  13. Select the Relationship check box.
  14. In the Relationship drop-down, select Incident Links CKCS Articles.
  15. In the Search From drop-down, select CKCS Article.
  16. Click Add.
  17. In the Knowledge Source Manager, select CKCS Articles.
  18. Click OK to return to the Knowledge Mapping window.
  19. Click Add.
  20. In the Knowledge Source Manager, select Knowledge Articles.
  21. Click OK to return to the Knowledge Mapping window.
  22. Click OK to close the Knowledge Mapping window.