Service Manager

This is the latest version of the help for Ivanti Service Manager 2018. If you cannot find some of the features described in the help, you may be using an older version of the application. To upgrade the application, click here.
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Linking Related Articles to a Knowledge Article

You can link knowledge articles that contain related information to another knowledge article from the Related Articles tab. Users in the Self-Service Portal automatically see the related articles when they view the main knowledge article.

•Viewing the Knowledge Articles Related to this Knowledge Article

•Adding a Related Knowledge Article to this Knowledge Article

•Modifying a Knowledge Article that is Related to this Knowledge Article

•Removing a Knowledge Article from the Related Articles List for this Knowledge Article

•Implementing Hyperlinks for Related Articles

Viewing the Knowledge Articles Related to this Knowledge Article

1.Log into the Service Desk Console.

2.Open the Knowledge workspace.

3.Open a knowledge article.

4.Click the Related Articles tab. The system displays the list of related articles, if any.

Adding a Related Knowledge Article to this Knowledge Article

1.Log into the Service Desk Console.

2.Open the Knowledge workspace.

3.Open a knowledge article.

4.Click the Related Articles tab.

5.Click Link. The system displays the list of all articles.

6.Navigate to an article, then click Select. The system now displays the article on the list.

7.Click Save.

Modifying a Knowledge Article that is Related to this Knowledge Article

1.Log into the Service Desk Console.

2.Open the Knowledge workspace.

3.Open a knowledge article.

4.Click the Related Articles tab.

5.Double-click the related article to edit. The system displays the Edit window.

6.Make changes as described in .

7.Click Save.

8.Click Save.

Removing a Knowledge Article from the Related Articles List for this Knowledge Article

Removing a related article from the list does not delete the article from the Knowledge Base.

1.Log into the Service Desk Console.

2.Open the Knowledge workspace.

3.Open a knowledge article.

4.Click the Related Articles tab.

5.Highlight the related article to remove from the list.

6.Click Unlink. The system removes the article from the list.

7.Click Save.

Implementing Hyperlinks for Related Articles

You can edit the Knowledge business object to add hyperlinks to related articles.

1.From the Configuration Console, click Build > Business Objects to open the Business Objects workspace.

2.Open the business object called FRS_Knowlege.IssueResolution.

3.Click the Forms tab.

4.Click IssueResolution (FRS_Knowledge.IssueResolution.ArticleView). Modify this form to add a Related Objects field that lists all related articles as hyperlinks.

5.From the left pane, expand Other and click the Related Objects List control.

6.Select and drag the Related Objects List control onto the form on the right.

7.Set the height by doing the following:

a.

Highlight the Related Objects List control on the right.

b.

For the Height parameter, enter 1.

8.Set the hyperlink value by doing the following:

a.

Highlight the Related Objects List control on the right.

a.

Ensure that the Configuration parameter is set to Flex Settings .

b.

In the Related Object field, select FRS_KnowledgeAssociatedFRS_Knowledge (FRS_Knowledge#).

c.

In the Types pane, check at least one (or more) knowledge document type.

d.

In the Type Configuration > Show As drop-down list, select Hyperlink.

9.Click Save.